Application Support Tier 2 Engineer

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 Analyst
• Experience in SQL is required
• Knowledge of various employee benefits is a plus
• Functional 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 writing
• Excellent oral and written communication skills
• Strong client service orientation
• Working within tight deadlines; balancing time across multiple, simultaneous projects that may involve different procedures and project team members
• Collaboration with a global team, including taking accountability for quality and on-time delivery of own work and involving other team members when appropriate
• Familiarity with standard web front-end technologies (HTML, CSS, XML. etc.), JIRA, Web-based applications and tools a plus
• Solid understanding of Internet technologies, web servers and web proxy servers
• Self-motivated and ability to remain focused on assigned projects
• Committed to quality and continuous improvement
• Desire to learn, accept new challenges and have fun
• Ability to work on shifting schedule
• Ability to be on-call during weekends
• Ability to work on holidays depending on the business needs.
• Working knowledge of Azure Monitor is a plus
• Knowledgeable of Confluence and/or SharePoint is a plus
• Bachelors’ Degree

WTW is an Equal Opportunity Employer