GroupM I Support Analyst

IT & Technology Manila, Philippines


Description

Position at GroupM

Enterprise Architecture. The team drives collaboration between agencies, in-house regional application support, and development teams, and 3rd party IT vendors to ensure the model works for their business.

They also partner and supervise all 3rd party IT service providers like IBM, raise service improvements when needed, and address critical GroupM service escalations to resolution.

Lastly, the Team is the Single Point of Contact for all Technology-related requests, concerns, inquiries, and projects in the GroupM Philippines market.

This new headcount will allow the IT Application Manager to focus more on strategies that will support BU’s application requirements to support the achievement of business objectives, improve/optimize application processes and systems, and leading application projects. IT Application Manager can also assist IT Business Partner on more critical tasks such as SOX/Compliance and Infra-related projects with Application impact. Also, Business Analysts can focus more on business analysis, project implementation, and documentation.

Overview of job

The Support Analyst plays a pivotal role in ensuring support services are delivered to the business, by partnering closely with our outsourced service providers like IBM, WPP IT, vendors, and the GroupM Technology team. 

Reporting of the role

This role reports to the Applications Manager.

3 best things about the job:

  • Being the proxy to business and working in a technology group, you get to play an influencing role in supporting the technology solutions to be delivered in the market
  • Joining the worlds’ largest marketing services group and working with the world’s largest technology services provider
  • You get to work and talk to the coolest guys in the industry across the region

Measures of success –

In three months:

  • Have taken over the user access management tasks, including data loading
  • Be the go-to person for all application support & service requests
  • A good grasp on our technology landscape
  • Been up to speed with what our existing solutions can offer and articulate well to all stakeholders

In six months:

  • Able to analyze and provide solutions or workaround to application issues with minimum supervision
  • Proactively support application & spot issues before it escalates, independently and confidently

In 12 months:

  • Have dramatically improved the quality of end-user support & customer service
  • Able to propose improvements on application support and user access management
  • We can’t live without you!

Responsibilities of the role:

  • Timely processing of user access to systems (joiner, mover, and leaver process)
  • Timely processing of monthly, quarterly, and semi-monthly user access reports required by Compliance Team
  • Ensure that systems and data transfer middleware are functioning
  • Monitoring of scheduled jobs & data loading
  • Troubleshoot/Investigate technical infrastructure and/or application issues with 3rd party vendors, when necessary
  • Attempt to analyze the cause of all problems and either provide the end-users with a solution, workaround, or escalate the issue to third level support in Delivery Teams or Support Vendors
  • Verify, manage, track and regularly communicate the status of issues reported between the user base in the local market and the support team
  • Providing daily supports, troubleshooting, configuration, installation, and superuser training for Applications supported by the Philippines Applications Team

What you will need:

Skill Requirements

  • Ability to work with and relate to a highly demanding internal client base
  • Excellent communication and interpersonal skills, both written and verbal
  • Ability to relay technical information to non-technical users and elicit clients' needs
  • Customer service skills
  • Problem-solving ability
  • Self-motivated and self-starter with the ability to work independently
  • Plus it knows how to do PowerApps or Visual Cron Jobs

More about GroupM

GroupM - GroupM leads and shapes media markets by delivering performance-enhancing media products and services, powered by data and technology. Our global network agencies and businesses enable our people to work collaboratively across borders with the best in class, providing them the opportunity to accelerate their progress and development. We are not limited by teams or geographies; our scale and diverse range of clients let us be more adventurous with our business and talent. We give our talent space, support, and tools to innovate and grow.

Discover more about GroupM at www.groupm.com
Follow @GroupMAPAC on Twitter
Follow GroupM on LinkedIn - https://www.linkedin.com/company/groupm


About the Philippines

In recent years, the Philippines has emerged as one of the fastest-growing economies in Southeast Asia. Al-Jazeera noted the market demonstrating “an unprecedented period of macro-economic buoyancy and political stability”, spurring both domestic and international business growth. It is also one of the largest and fastest-growing digital markets in Southeast Asia, with growth expecting to increase exponentially in the next few years.

With a population of 109.5 million, 59.2% of these currently have access to the internet. By 2022, the Philippines' internet population is forecasted to be 73%. Coupled with the Philippines’ vibrant economic growth and the expansion of its digital footprint, GroupM Philippines is well-positioned as an exciting and innovative organization for media players and talent to be.

GroupM is an equal opportunity employer. We view everyone as an individual and we understand that inclusion is more than just diversity – it’s about belonging. We celebrate the fact that everyone is unique and that’s what makes us so good at what we do. We pride ourselves on being a company that embraces difference and truly represents the global clients we work with.