Associate - Support Analyst

3 weeks ago

Delhi, Delhi, India Clifford Chance Full time
Job Description

The Role

We are seeking an experienced Support Analyst to join our GPMS Application Team. As the "Go-To" Support Analyst, you will be responsible for providing analytical strength using technology/functional knowledge and solving impediments, managing risk, and driving program-level continuous improvement.

Our team is responsible for supporting Finance Applications, GPMS (Oracle, Keystone, and Intapp), and Expert Time used by Clifford Chance across the globe. We strive to deliver services with Speed, Value, and Quality.

Key Responsibilities

  • Manage various applications and their configurations.
  • Utilize troubleshooting techniques and tools to identify and resolve issues.
  • Collaborate with product teams to develop new debugging tools and propose test cases.
  • Provide timely information to customer-facing teams to improve overall customer satisfaction.
  • Build relationships with other teams across Customer Services, R&D, and data center operations as a technical expert.
  • Champion Supportability and Debugability initiatives throughout R&D.
  • Provide Functional/Technical Support in ERP in Production environment.
  • Work on incidents escalated by 2nd line support teams to provide resolution.
  • Support Month-end activities for various Sub-systems.
  • Test applications during upgrades and BAU activities.
  • Ensure requirements for changes to applications are fully understood and planned work satisfies these requirements.
  • Manage the release process and ensure all changes comply with the architectural roadmap.
  • Document all changes to applications and keep applications documentation up-to-date.
  • Liaise with on-shore resources and ERP Vendors to resolve issues and fix upstream problems.
  • Ensure all applications have adequate documentation with completion to agreed standards.
  • Provide Techno-Functional support to various ERP platforms and applications used by Clifford Chance.

Qualifications

  • Minimum 6 months of experience in support for IT Applications with knowledge and experience of Oracle Financials.
  • Demonstrable curiosity, passion, integrity, and outstanding attention to detail in professional and personal pursuits.
  • Unparalleled troubleshooting and problem-solving skills.
  • Excellent written and verbal communication skills, as exemplified by clear bug/issue explanations.
  • Documentation of knowledge, mentoring ability, and comfort interacting with all levels of management.
  • An in-depth understanding of how Finance functions work.
  • Comfortable with basics of PL/SQL and able to write basic queries.
  • Technical background to understand applications.
  • ITIL Foundation level certification preferred.
  • Knowledge of basic accounting.
  • Good knowledge in MS-Excel.
  • Team Player with flexibility to work in Shifts if required.
  • Articulate and Quick Learner.
  • Good communication skills - both verbal and written.
  • Bachelor's in Engineering/Accounts, and strong relevant professional experience.
  • Oracle/SQL Certification an added advantage.

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