Software Technical Analyst (HIREFITRO410)
Manulife
Makati City, PH
6d ago

Job Description

Job Specific Accountability :

  • Creates and maintains script libraries to triage most common issues
  • Monitors and reports persistent platform issues to enable Technical Product Owner to manage vendor relationships
  • Escalates persistent issues to engineers and architects where necessary
  • Proactively makes suggestions for improvements based on understanding of availability SLA
  • Designs materials and processes to educate users on software / platform components
  • Educates users on data / object model and monitoring / enhancing data flow
  • Maintains templates to enable consistent user interface
  • Proactively identifies opportunities for improvement and automation
  • Contextualizes persistent software issues to enable Technical Product Owner to manage vendor relationship
  • Provides on-site or remote support to users of software
  • Defines and plans for enhancement / upgrade rollouts
  • Maintains documentation on issues with specific software
  • Collects information on service improvement opportunities
  • Platform Technical Analyst : Focuses on configuring platform to enable software development
  • Infrastructure Technical Analyst : Focuses on configuring infrastructure to support platform
  • Software Technical Analyst : Focuses on configuring software to enable application development
  • Knowledge and Skills :

  • Business acumen, demonstrated understanding of core business processes and knowledge of the appropriate implementations to achieve those aims efficiently and at high service levels
  • Proficient at scripting, maintaining script catalogues and improving script efficiency
  • Strong ability to configure components and resolve issues
  • Passion for customer service excellence
  • Experience implementing and troubleshooting enterprise software solutions
  • Ability to critically assess user requirements and recommend appropriate implementations
  • Collaborative attitude, willingness to work with team members
  • Constantly learns from both success and failure
  • Good organizational and problem-solving abilities that enable you to manage through creative abrasion
  • Good verbal and written communication; able to effectively articulate technical vision, possibilities, and outcomes
  • General Accountabilities :

  • Contributes to catalogue of scripts and solutions
  • Resolves moderately complex issues with software / platform components
  • Advises on moderately complex issues relating to configuring, provisioning and maintaining software / platform components
  • Strong business acumen, enhances
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