Application Support Analyst - Oracle Hyperion
Recruiter
Schroders
Listed on
9th January 2019
Location
London
Salary/Rate
Competitive
Salary Notes
Competitive
Type
Permanent
Start Date
ASAP
This job has now expired please search on the home page to find live IT Jobs.
Team Overview GT at Schroders is not just about technology; it's about problem solving using cutting edge technology to support the business and deliver high end solutions. We encourage innovation and value excellence. We are a global function that’s managed locally which allows us to develop and deploy systems and processes across our international offices. Global Technology Production’s primary role at Schroders is owning the day running and maintenance of applications used by both our staff and our Clients. We run a Global 24x7 support model that is time zone and location agnostic delivering a consistent service to all users. Issues and requests can be handled by and passed between the hubs in different time zones to increase responsiveness and reduce delays. This means giving our users the service they need, when they need it, in a fast, simple and clear way. Consists of local hubs based in our offices in London, Luxembourg, Singapore and New York. We also recognise that success fully balancing personal and professional commitments brings out the best in our teams and therefore all roles in Global Technology are reviewed for suitability for flexible working arrangements, with this specific opportunity available to applicants for 1day per week. We passionately believe that individual performance is enhanced by embracing the whole individual and structuring a working environment that supports them. The GT Corporate Applications Support team consists of 14 staff in 3 global locations, London, Singapore and Cochin,supporting over 60 global applications 24/5 which are used by Finance, HR, Tax, Legal, Compliance and Risk departments ranging from in-house built applications, 3rd party vendor applications and Cloud based applications. Role Overview The principle objectives of the Global Technology Application Support function are to:Own all reported application incidents through to successful resolution
To provide 1st & 2nd line support to the Business in Asia, Europe, UK and US
To reduce incidents through continuous support process improvement
To sponsor change required to drive down support issues
Monitor production environment processes The scope of the role includes
Regional systems and London based global systems
Technical incident management and ownership
Business user queries, processes, data and usability Key Responsibilities: You will provide primary support to the global Finance teams for Oracle Hyperion Financial Management, Oracle HPCM and Oracle PBCS applications.
Key areas of responsibility are:
Ensuring that incidents are correctly processed, assessing business and technical impact and severity.
Interact with the Corporate Agile team and external 3rd party vendors to trouble shoot and resolve complex problems.
Taking ownership of application incidents and ensuring that they are resolved, this includes retaining ownership of incidents that require 3rd Line or GT Change activity to resolve.
Ensuring the communication to the business community remains active.
Monitoring of application events alerts, job schedules, capacity monitors and performance KPI’s. Creation and ownership of change requests are raised to address any of the above issues.
Working with the Lead Support Analyst and GT Manager contributing to the continuous support improvement process.
Perform system health checks and proactive maintenance tasks.
Proactively share knowledge with the team and update the knowledge base with support documentation (Confluence and SharePoint)
Implementation of Application configuration settings onto the Production environment.
Excellent problem solving, planning and organizing skills, a flexible approach with good verbal and written English communication skills
Work to provide services to agreed SLA’s.
General and Technical Skills: It is expected with limited supervision the candidate will be able to deliver each of the key objectives of the role identified above. It is therefore expected that he or she will:
Have experience in a support role for Oracle HFM and HPCM applications including knowledge of the reporting module Hyperion SmartView
Have experience in a support role for the Oracle PBCS cloud application Essential: Proven experience with
Support and/or development of applications with a SQL Server or Oracle back-end database being fluent in writing sql based queries
MS Windows Architecture and its integration into a Corporate environment
Support of internal/external interfaces and monitoring tools i.e. UC4 Beneficial:
Understanding of Oracle EBS GL and interaction with Oracle HFM
Windows AD Groups and Role Based Security knowledge
Experience of working in an environment where part or all of Application Support is offshore
Willingness to gain knowledge to support other Corporate applications (Access Controls, R2P, Billing, etc) Person Profile:
Strong work ethic.
Ability to work under pressure and to deadlines.
Good communication and interpersonal skills.
Team player, flexibility and willingness to develop a broad business and application/system knowledge base.
Ability to work independently and manage time effectively.
