Business and Technology Services Support | Chennai, India | Full Time
IDP helps people to achieve their goals through studying abroad. By pursuing a global education at the beginning of their careers, we help them experience life-changing opportunities. If you share our passion in helping people to pursue their dreams through education, then come and join our team in our brand new offices in Nungambakkam in the heart of Chennai. We're growing fast and we would love for you to come and join us.
IS Service Desk - Chennai, India
As a Technical Analyst you will be a key contributor of IDP’s SAP systems initial end to end implementation, then post implementation day to day operational reliability and system improvements.
The Technical Analyst will be a member of the Information Services Team within the Business and Technology Services and Support group and will report to Solution Architect
The key responsibilities and deliverables of this role are:
Performing analysis and documentation of as-is capabilities about business processes, technology, etc.
Perform technical gap analysis, providing expertise in software releases.
Performing application design activities (e.g. writing functional designs), portions of technology architecture and technical design activities and portions of technology build, test and deployment
Working closely with our technology partners to groom detailed stories for our configuration and development teams to execute.
Assist in development and testing of new business processes, capabilities, and as appropriate their supporting technologies
Co-ordinating and/or developing deployment deliverables (communications, training, etc..)
Bridging the gap between the development, design, product management teams and support
Perform investigations on application issues and provide effective resolutions for same and assist all team members to evaluate technical processes and provide an effective interface with all vendor partners.
Deliver results within given time frames, ensuring work is consistent, well documented, and in-line with team standards at all times.
Act as escalation point of support teams (L1/L2) and provide on-call support during major maintenance, upgrades, and fixes, as well as providing expert guidance during P2/P1 incidents.
Maintain technical knowledge (SAP Hybris) within areas of expertise
Stay current with new and evolving technologies via formal training and self-directed education.
Support the IDP users through consulting, enhancements and issue resolution.
Work with the support team to determine how the applications are supported in production, including system performance and monitoring
Contribute to operational, project and management level reporting
Contribute to IDP projects from time to time as required
Essential requirements (skills, knowledge experience & qualification):
Holds a minimum Bachelor’s degree or relevant professional engineering qualification with major in information technology computer science, information science, computer systems analysis, or a related field.
Minimum 2 + Years working experience in functional and/or technical design of applications
Translate business requirements to technical requirements
Experience in drafting TDD (Technical Design Document)
Experience in one or more wireframing / mockup tools
Experience in Impact Analysis and Root Cause Anaysis
CRM functional domain knowledge
Exposure to cloud computing platforms
Must have a solid working knowledge of Business Intelligence concepts (e.g. reporting, querying software, OLAP, spreadsheets, dashboards, and data mining)
Highly developed Analytical and problem-solving skills.
Have excellent written and verbal communication skills in English, influencing and customer management skills
Possesses good knowledge of different software systems and architecture including cloud, SaaS and client/server
Candidate must possess the ability and willingness to continually learn new and emerging technologies and “think outside the box”, to deliver creative solutions of new processes, as well as effectively identify, analyze and resolve highly complex technical issues.
Experienced in Agile methodology
Passionate about delivering exceptional customer service.
Exhibit a proactive approach to quickly identify problems and implement solutions.
Experienced working under pressure and organising work priorities
Desirable requirements (leadership & team/project capabilities):
Exposure to SAP C4C, SAP Hybris, SAP Hybris Marketing, Success Factors is advantageous
Customer service skills - Interpersonal skills, particularly negotiation and facilitation, to recognise requirements and ways to satisfy them and maintain good relations with IDP staff and suppliers
Project Management, Agile certifications
Knowledge and experience in effectively working with the ITIL framework
IDP Education is a global leader in the international education industry which operates a number of related business lines including; international student placement; English language testing; English language Training; and Hotcourses. We are a rapidly growing global organisation with ambitious future expansion plans.
IDP Education is a publicly listed company in Australia. Education Australia, a company representing 38 prestigious Australian Universities, owns 50% of the shares in the business with the remaining 50% held by public investors.
We are a world leader in assisting international students to find the right overseas study option for them, with a global network of more than 80 student placement centres in over 30 countries. IDP has placed more than 400,000 international students over the past 45 years.
IELTS is the International English Language Testing System and is jointly owned by IDP and British Council, IELTS Australia and Cambridge English Language Assessment. IELTS is the world’s most popular high stakes English language test, accepted for study, work and migration; with more than 2.5 million tests taken across 140 countries in the last 12 months. IDP has more than 400 test locations in over 50 countries.
Over 9,000 organisations, such as universities, employers, immigration authorities and professional registration bodies in 135 countries, recognise IELTS scores and rely on IELTS for education, immigration and professional purposes.
IDP Education’s ongoing success comes from our highly committed and caring employees around the globe. We encourage teamwork in order to leverage our people's diverse talents and expertise through effective collaboration and cooperation throughout our business.
We strive to provide a working environment where people are encouraged to excel, be creative and seek new ways to solve problems, take initiative, generate opportunities and be accountable for their actions.
We believe in developing dynamic, inclusive work places that encourage and celebrate cultural differences and views, and provide opportunities for personal, professional and career development all around the world. We respect diversity in our people: their ideas, work styles and perspectives as well as offering flexibility to ensure employees enjoy a satisfying balance of work and personal life.