About the Role
Internally known as Business Support Associate 2, he / she is responsible for providing routine to moderately complex technical support for a business unit.
Is the first point of contact for technical issues and initiatives related to all systems, tools and applications used by the work group.
Duties are varied and include user access and other security administration issues, production support and troubleshooting, application maintenance, monitoring and / or balancing.
Supports application installations and upgrades. Coordinates and executes User Acceptance Testing, assisting in writing test scripts.
Participates in BCP activities. Documents user application procedures, updating as changes occur. Conducts and may develop user training.
Participates in user needs assessment and works with technology partners on business requirements and specifications. Monitors and coordinates proper maintenance and / or replacement of user equipment.
May be responsible for routine database maintenance and reporting.
Creates or submits access requests of the users of the business unit being supported
Review and provide assistance on security administration issues and production support
Review, investigate and trouble shoot system issues
Provide application maintenance support and user acceptance testing
Ensure compliance to policies and procedures such as following correct approval matrices
Ensure quality and efficient deliverables in accordance with SLA
Market Skills and Certifications
Graduate of a Bachelor’s Degree (preferably in Information Technology, Engineering, Computer Science or any related field)
More than 3 years relevant working experience in information security and / or access or identity management, technical support
Excellent English comprehension, written and verbal communication skills, and interpersonal skills
Effective organizational, multi-tasking, and prioritizing skills
Solid problem solving skills and research
Strong Organizations skills - detail oriented
Customer Service focus with experience in active listening, eliciting information, comprehending customer issues / needs, and recommending solutions
Basic knowledge and understanding of IT processes and technologies
Highly motivated individual who is able to work well independently and in a team environment
Ability to recognize and escalate issues to management for any process breaches
Ability to multitask to accomplish tasks and meet deadlines effectively
Ability to work quickly & accurately while maintaining acceptable standards of workmanship
Flexibility to stretch to accomplish projects timely
Sound risk management mindset and good understanding of compliance
Able to perform work and report on PH public holidays if falling on Mondays to Fridays including Christmas and New Year's eve
Amenable to work on US shift : 9PM to 6AM