The Role
Excellence
- Provide careful, detail-oriented resolution of support requests from project teams
- Help identify ways to support our products more efficiently
- Contribute to the development of new tools, processes and solutions to meet our client teams’ technical needs
- Consult with other support analysts and developers to identify resolutions to business needs and other related platforms
- Provide technical and general application function/feature support for clients – from e-mail, phone and customer portal inquiries
- Manage and triage multiple incoming priorities effectively by understanding client needs and meeting standard service level agreements
- Follow the firm’s business processes, protocols and quality standards in the development and deployment of solutions
- Perform in-depth troubleshooting steps to resolve technical issues
- Perform root cause analysis
- Help identify and resolve software bugs and defects
- Conduct knowledge-sharing sessions to junior team members
People
- This position will require verbal and written communication with many different types of associates: technical and non-technical, local and remote
- Demonstrate natural ease and effectiveness when dealing with colleagues at all levels
- Develop a trusted analyst relationship with developers and product managers through effective communication
Clients
- Ensure delivery of high-quality services and products to internal clients
- Effectively communicate with internal clients and project teams
- Attend meetings as appropriate to present support-related issues or suggestions
Financial
- Alert lead consultants or project manager about out-of-scope work in a timely manner
- Assist in developing standardized work processes, tools, and methodologies that improve quality and profitability
- Support the generation of new business as part of the broader team
- Achieve support-related productivity targets
The Requirements
- Bachelor’s degree and 7+ years of related software development or technical application support experience or any similar role
- Experience working with the full Microsoft technology stack, including but not limited to .NET/C# (.NET framework or .NET core), SQL Server, ASP.NET, Web API, HTML5, JavaScript, and GIT is strongly preferred
- Willingness to seek out information and solutions that are pertinent to their responsibilities and key to their delivery and has team player attitude with a focus on the success of the team is a MUST and has strong work ethic
- Familiarity with Azure services such as Azure DevOps, Azure AD B2C, or Application Insights a plus
- Familiarity with DataDog and PagerDuty a plus
- Experience using Atlassian Confluence preferred but not required
- Experience working with HR-related surveys is a plus
- Strong verbal and written communication skills in English
- Ability to demonstrate proactive collaboration with team members and with other teams (Software Development, Quality Assurance, SRE, DevOps, Product Owners, Business Analysts, Information Security, regional teams) across global time zones with the utmost professionalism, tact and resolve
- Ability to multi-task and be mindful of deadlines
- Self-motivated and can remain focused on assigned projects
- Committed to quality and continuous improvement
- Willing to work on shifting schedule
- Willing to be on-call during weekends
- Willing to work on holidays depending on the business needs
WTW is an Equal Opportunity Employer
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