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Global Support Specialist (Finance systems)
Posted 4 days agoViewed
💎 Seniority level: Senior, 6 years
📍 Location: Canada
🔍 Industry: Law Firm
🏢 Company: DentonsConsultingAdviceLegal
🗣️ Languages: English
⏳ Experience: 6 years
Requirements:
- A minimum of 6 years of progressive experience working with infrastructure technologies.
- Expertise with service delivery, escalations, and incident/problem handling with a goal of delivering exceptional support.
- Expertise with Elite 3E environments with a focus on support and issue resolution would be a strong asset.
- Expertise with Windows based server infrastructures.
- Practical knowledge of implementation lifecycles, methodologies, tools, and practices.
- Formal IT qualifications or accreditations (for instance, ITIL, Prince 2, MCSE).
- Understanding of standards and frameworks (for instance, SOC2, ISO 27001 and Cyber Essentials).
- Excellent written and verbal communication skills in English.
- Ability to negotiate and influence colleagues and stakeholders to achieve successful outcomes.
- Proven ability to build and maintain effective relationships with internal teams and external vendors.
- Strong problem solving and analytical skills, with the ability to clearly explain issues and contribute to resolutions.
- Demonstrates initiative and a proactive approach, with the ability to anticipate needs.
- Possesses commercial awareness and understands the business value of IT investments.
- Capable of decision-making and remaining calm while under pressure.
- Methodical and detail oriented, with a strong focus on accuracy, consistency, and quality.
- Understands the importance of documentation and well-defined procedures.
- Comfortable working under pressure to meet tight timelines, with the ability to adapt to differing demands, prioritize tasks effectively, and ensure 'follow through' on operational issues.
- Committed to carrying out responsibilities in a way that supports the Firms values, equal opportunities, and diversity principles.
- Azure Solutions Architect Expert certification is highly desirable and considered a significant asset.
- ITIL certification and practical experience are highly valued.
- Proven experience working in culturally diverse and geographically distributed environments, fostering collaboration and inclusivity.
Responsibilities:
- Maintain a focus on delivering Service Excellence, by ensuring service levels are met and incidents are handled based on establish practices to meet VMA expectations.
- Monitor support queues to ensure tickets are managed against establish service levels, including triage, prioritization, assignment, follow-up, and closure.
- Collaborate with IT and local VMA teams to ensure the effective support and maintenance of the finance environments.
- Maintain and expand on knowledge articles to keep them current and relevant.
- Promote a One Team culture by collaborating closely with VMA teams.
- Assume a position of leadership when reporting on service levels, support metrics, open issues, and other operational support activities to ensure they remain well organized and managed against established service levels.
- Monitor support queues to triage, assign, and ensure tickets are managed in accordance with established service levels and practices.
- Establish robust practices to monitor support queues to ensure incidents are handled against established practices, and to report on the effectiveness of the support.
- Actively participate in global change management processes to ensure the impact to support of the finance environments is always considered.
- Identify recurring issues to help identify areas where preventative solutions could improve overall reliability.
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