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Global Finance Applications Support Analyst
Company | Dentons |
Address | Toronto, Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Technology, Information and Internet |
Expires | 2023-07-13 |
Posted at | 11 months ago |
INTRODUCTION
- Implementing Incident Management processes on an IT Service Management System to meet the ongoing needs of the business
- Other tasks as assigned
- Building strong working relationships with stakeholders including regional Finance Systems teams and end users
- Triage tickets based on their subject matter and complexity, and when required assign to one of several technical or process specialists
- Perform support fixes which can be resolved "first time" without escalation
- Documenting support activities and contributing to the firm’s support knowledge base
- Help to maintain user FAQs, 'How To' guides and other support documentation
- Providing technical support on Thomson Reuters 3E Practice Management system as well as other global finance applications
- Keep up to date in respect of applications’ evolving functionality
- Liaising and following up to resolution on vendor logged tickets
- Working as a proactive member of the Global Finance Systems support team within Global Application Management in Global Business Technology.
- Proactively monitor service level targets and follow up with ticket owners to ensure compliance
- Maintain global system security roles and supporting content (for example, profiles, forms, updates to notifications, workflows, alerts, templates, picklists, field labels, etc.)
- Produce regular reports, in agreed formats / data sets
- Identification and setup of pro-active monitoring solutions
- Client centric with excellent verbal and communication skills.
- Skilled in identifying and implementing innovation and improvements in service delivery
- Highly organised, able to multi-task and meet deadlines
- Good working knowledge of Thomson Reuters 3E application
- Excellent skills in working with business, technical teams and external vendors and developing strong stakeholder relationships
- May be required to be on call
- Self-motivated and able to work under limited supervision
- Demonstrated ability to work in a support model (technical and/or business) with a proven track record following a support model covering business-critical applications, across multiple regions and timezones
- Problem-solving mindset
- Background providing a high level of customer services in a Finance IT environment
- Advanced Excel – experience with pivot tables and graphs
- 3+ year’s experience working within a technical systems support team
- Post-secondary education with a specialization in Information Technology.
- Be able to thrive working under pressure, and be able to multi-task
- Demonstrable experience of legal finance and practice management systems (Thomson Reuters 3E) and supporting solutions and technologies (time & billing)
- Experienced user of MS Office Suite
- Be adept in responding to challenges and issues as they arise
- Extensive experience of working with layers of engagement and approval
-
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