System configuration and implementation
Acting as a point of reference for all users and maintaining an expert working knowledge of the various solutions;
Ensuring efficient coordination and professional implementation and activation of the relevant modules in FAME and other applications in order to meet all business requirements.
Administration, maintenance and support for existing systems and applications
Ensuring constant communication with business users (including passing details of any required changes to the appropriate teams).
Testing and troubleshooting in coordination with resolution groups
Providing second-level support, ensuring that cases are handled well and quickly resolved.
Documentation and reporting
Producing and maintaining training-related documentation, including ad hoc training and configuration documentation.
Acting as a key point of contact for calls escalated by the service desk team;
Training staff and assisting them with business processes for existing applications;
Ensuring that all incident logs are managed, resolved and dispatched in a timely manner and to a high standard. Liaison with external resolution groups
Working with third-party developers to resolve bugs in system
Experience of advanced data extraction and analysis and logical problem-solving skills
Strong interpersonal skills and a service-oriented approach
Knowledge of application functionality and data management concepts
Sufficient technical knowledge and insight to understand applications’ back ends, including the authorization model
Efficiency and the ability to coordinate actions and anticipate issues, adopting a proactive approach to the provision of services
Knowledge of ITIL processes
French and English Proficient.