Application Development & Support Specialist

IT Business Support Analyst

The IT Business Support Analyst will:

This is a Global position to support the business in the use of Marketing Applications including Customer Data Platform, Campaign Automation Tool, Account Based Marketing Platform, Channel/Partner Management Tool. The successful candidate must have both data analytics skills and a good level of technical knowledge. You should either have previous knowledge of applications in scope or otherwise demonstrate the experience and capacity to learn and rapidly become proficient. You will be responsible for the configuration, administration and support of Marketing Applications and will contribute to processes that include design, importation, delivery and support. This position will ensure that the platforms are configured in accordance with defined data governance, and that data integrity is maintained.

Responsibilities and Measurement Criteria with Time Investment Needed on Each:

This will describe the overall core responsibilities of the role, decision making responsibilities etc.

• Assist in the configuration, customization and management of the applications in scope, working with IT colleagues and vendors to design, implement and test the changes required.
• Act as the first point of contact for issues reported and make sure they are logged into ServiceNow.
• Analyze, diagnose, and resolve issues, escalating more complex ones as needed
• Assist in creating training materials and other required documentation to improve user adoption and efficiency
• Manage of standard operations activities for the applications in scope.
• Perform system administration including enabling/disabling users, assigning/creating/maintaining security roles, supporting and training business users and monitoring system performance.
• Perform data analysis activities in collaboration with business stakeholders and other IT specialists.
• Plan and execute unit, regression, integration, and acceptance testing related to enhancements, changes, and upgrades of the applications in scope.

Qualifications:

Required/ Minimum Qualifications:

• Proficiency with data analysis, data visualization and reporting tools
• Skilled with Microsoft Office and specifically Microsoft Excel
• Very good knowledge of modern database systems and the related best practices
• Proficiency with SQL and experience at optimizing large, complicated SQL statements
• Knowledge of the JSON notation and capable of creating or reviewing JSON documents
• Understanding of the concepts, data models, architectures and interfaces of business applications such as, for example, ERP and/or CRM systems
• Consulting approach, ability on understanding internal customer needs
• Ability to multitask and complete tasks in a timely manner
• Ability to work independently with minimal direction including providing regular status on assigned activities
• Excellent interpersonal skills with a demonstrated ability to work in a team-oriented and metric-intense environment
• Familiarity with process design, design thinking, process re-engineering, lean and/or value stream mapping principles
• Project management skills

Preferred Qualifications:

• Experience with Oracle Marketing Applications such as Oracle Eloqua, Oracle CX Unity
• Experience with other products of the Oracle suite (e.g. Oracle CX Sales, EBS, etc.)
• Familiar with Data Warehouse and/or Data Lake solutions

Basic Qualifications:

• Bachelor's degree with preference for Information Systems or Computer Science as field of study
• Strong business analysis, project management, and communication skills with 2+ years of experience in a company of similar size, revenue, complexity and geographic diversity
• Deep knowledge in Customer and Contacts management and data governance

Time Travel Needed:

• TBC