Role: Associate Integrations - Business System Support Analyst

Location: Taguig City, Metro Manila

Work Setup: Hybrid (2 days onsite per week)

Thanks for checking out our job opening; we are excited that YOU are interested in learning more about NCC Group.

We are on a mission to make society a safer and more secure place. Our people are the ones who make that possible; a global community of talented individuals working together towards a safer future.

We aim to create an environment where everyone can reach their full potential. We work together, we are brilliantly creative, we embrace difference, and we want you to join in our mission, to make the world safer and more secure.

Take a look at our website here to learn more about why we’re one of the leading global Cyber Security and Risk Mitigation business…

https://www.nccgroup.com/uk/

The Opportunity:

As an Associate Integrations - Business Systems Support Analyst , you will play a crucial role in ensuring smooth operations and user satisfaction by providing timely and effective support for our global business applications. Your primary focus will be on Salesforce and Workday, but you may also work with other bespoke applications.

Key Accountabilities:

User Support:

• Work with tools provided to deliver user support for bespoke business applications.
• Respond to queries and challenges from end-users, ensuring timely resolution.
• Maintain a high level of customer service and adhere to agreed Service Level Agreements (SLAs).
• Compile ticket status reports for business stakeholders.

Knowledge Base Management:

• Create and maintain knowledge base articles in the helpdesk tool.
• These articles will aid in swift resolution of future support requests.
• Ensure alignment with the IT service model and delivery against agreed SLAs.

Issue Investigation and Documentation:

• Investigate, analyse, and document reported defects.
• This may involve using SQL select statements to query databases.
• Offer suggestions for resolution.
• Support the documentation of incident reports during major incidents.

Automation and Process Improvement:

• Identify opportunities to automate processes within the customer service function.
• Make appropriate suggestions to your line manager.
• Collaborate with technical teams and customers to resolve technical issues.

Escalation and Change Requests:

• Escalate system change requests to the Product Support team for evaluation.
• Escalate data-related issues to the appropriate teams.

Reporting and Data Distribution:

• Use provided scheduler tools to create scheduled tasks for report distribution.
• Run audit reports for users and interrogate the database when necessary.

Travel and Other Duties:

• Assist with system implementations and training.
• Undertake other duties as directed by the Line Manager.

Requirements:

• Analytical mindset with the ability to resolve complex problems.
• Takes accountability and ownership of technical issues.
• User-focused, with the ability to interact with users and champion their needs.
• Effective communication of business change and processes.
• Confidence in communicating complex technical issues to various audiences.
• Strong interpersonal skills, with a proven ability to maintain positive relationships and effective communication with various teams around the business

Desirable Requirements:

• SQL querying skills (desirable).
• Basic JavaScript expressions (desirable).
• Application bug diagnostics (desirable), including log analysis.

Behaviours:

• Internal customer focused
• Active contributor
• Works effectively with others as a team and collaborates as ‘One NCC’
• Adds Value
• Personal responsibility and accountability
• Communicates openly and respectfully
• Open mindset
• Growth and development

About NCC Group

The NCC Group family has over 2,200 members located all around the world, providing a trusted advisory service to 15,000 customers. Born in the UK, we have now have offices in North America, Canada, Europe, and Asia- Pacific

We are passionate about helping our customers to protect their brand, value and reputation against the ever-evolving threat landscape. We fuel that passion with investment in our people and our business.

Our values and code of ethics are at the heart of how we operate – we work together, we are brilliantly creative and we embrace difference. We treat everyone and everything with equal respect.

We want to create an environment where all colleagues feel psychologically, emotionally and physically safe to be authentic, sharing their personal experiences to represent the diversity of the world they live in, and have equal opportunity to achieve their best.

About your application

We review every application received and will get in touch if your skills and experience match what we’re looking for. If you don’t hear back from us within 10 days, please don’t be too disappointed – we may keep your CV on our database for any future vacancies and we would encourage you to keep an eye on our career opportunities as there may be other suitable roles.

If you do not want us to retain your details, please email [email protected]. All personal data is held in accordance with the NCC Group Privacy Policy. We are committed to diversity and flexibility in the workplace. If you require any reasonable adjustments to support you during the application process, please tell us at any stage.

Please note that this role involves mandatory pre-employment background checks due to the nature of the work NCC Group does. To apply, you must be willing and able to undergo the vetting process.

Please refer to job description.