The Role

This role requires a functionally knowledgeable, technically savvy and customer focused individual. This person will possess demonstrable and successful background understanding a client’s business requirements to provide application support.

The Willis Towers Watson Application Support and Maintenance Team is focused on delivering timely and focused support to our HR Technology clients.

Performance Objectives: 

As an Application Support Analyst, you will be tasked with understanding the business’ needs and be able to present alternative solutions when appropriate Understand complex data and calculation, diagnose problems, and suggest improvements Develop a trusted analyst relationship with developers and product manager through effective communication and efficient and clear requirements Attend various team meetings as appropriate to present status and feedback on requirements issues as well as other internal processes

Excellence

Contribute to the development of new tools, processes and solutions to meet our client teams’ technical needs Consult with other business 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

People/Clients

Partner and communicate effectively in a team environment with consultants, developers and other team members  Participate in local, regional and national meetings as requested Tracks the progress of client incidents/tickets and communicates status to Team Lead or to Application Support Manager or to client as appropriate

Financial

Take ownership of all client interactions entering via the client support infrastructure, identify potential application issues, utilize appropriate follow-through, log all client interactions and escalate for resolution Achieve support related productivity

The Requirements

4-7 years of experience as an Application Support AnalystExperience in SQL is requiredKnowledge of various employee benefits is a plusFunctional or industry knowledge / experience in the application of technology to solve human resources needs such as: Pension/HW administration and valuation, compensation, employee engagement, database and benchmarking, report writingExcellent oral and written communication skillsStrong client service orientationWorking within tight deadlines; balancing time across multiple, simultaneous projects that may involve different procedures and project team membersCollaboration with a global team, including taking accountability for quality and on-time delivery of own work and involving other team members when appropriateFamiliarity with standard web front-end technologies (HTML, CSS, XML. etc.), JIRA, Web-based applications and tools a plusSolid understanding of Internet technologies, web servers and web proxy serversSelf-motivated and ability to remain focused on assigned projectsCommitted to quality and continuous improvementDesire to learn, accept new challenges and have funAbility to work on shifting scheduleAbility to be on-call during weekendsAbility to work on holidays depending on the business needs.Working knowledge of Azure Monitor is a plusKnowledgeable of Confluence and/or SharePoint is a plusBachelors’ Degree

WTW is an Equal Opportunity Employer