Business Functional Support / Functional Support consultant / Support Analyst – Luxembourg
Job: Business Functional Support / Functional Support consultant / Support Analyst – Luxembourg
Job description
For a first long termeproject, we are looking for a Business Functional Support / Functional Support consultant / Support Analyst
Permanent position (Salary level to discuss) with
- Performance bonus
- Publication bonus
- Other bonuses and benefits (health insurance, luncheon vouchers)
- Telephone after 6 months + Company car possible after 1 year
- Most of the work will be done on site (Remote in accordance with current tax regulations).
Position open to freelancers.
- Business Functional Support department provides functional support to end-users of business applications. It is a global function providing services to all geographies for applications in scope.
- Functional Support means providing help or assistance using expertise that is both functional and specialised and also includes performing setup activities upon request by business users. The role can be defined as providing application-specific expertise in the actual and potential functionality of a software application as it applies to and supports business operations. Specialised expertise requires in-depth knowledge of an application and its usage as well as good understanding of business operations.
Business Functional Support is responsible for providing the following services:
- Day-to-day functional support, such as:
- Resolving end-user support issues using enterprise-wide standards and tools.
- Covering all users (business or functions) and all environments (test or production)
- Includes pre & post-release follow-up, monthly service reviews, SLA monitoring, PIV, knowledge acquisition to support new or enhanced functionality.
- Providing advice and expertise as an SME (Subject Matter Expert) to projects and other change-related activities such as testing, business systems analysis or requirements elicitation
- Day-to day setup and parameterisation, such as:
- Processing requests using expert knowledge and/or elevated access
- Including some access administration
- Functional analysis:
- Analysing functionality within an application as a result of a change to the application or to find a solution to a current issue or to enable a future opportunity or to acquire knowledge in order to improve support & other services
- Functional analysis is application-specific and will in general be required in order to answer a “how to” question, whether in the context of a project, client integration or new business requirement
- Processing standard changes:
- Implementing changes in “BAU” mode using standard application functionality that requires no development or code change, such as a client migration
- Documentation, such as:
- Preparing User Guides, Release Notes and procedures
- Application usage optimisation:
- Proposing better ways to use applications such as: archiving, cross-training, exploring existing but unused functionalities and reducing manual workload
- Day-to-day vendor management for 3rd party applications, if applicable:
- Following up on open issues, service levels, invoicing & budget tracking
- Organising & participating in monthly service review meetings including agenda, minutes & tracking of action items
- Participating in SOW preparation & validation
- Application custodian role activities, if required, such as:
- Change request & coordination
- Release management
- The Support Analyst is primarily responsible for executing setup and parameterisation activities and providing functional analysis and support for end-users. He/she actively contributes to application usage optimisation for the business application.
- In addition and at the request of the Quality Assurance (QA) team, the Support Analyst may help QA Analyst for the application and be required to:
- Design and/or execute test cases in collaboration with QA using the guidelines and methodlogy as defined by QA globally
PRIMARY RESPONSIBILITIES
SECTION 1 – Day-to-day Activities
- Functional support
- Setup & parameterization
- Functional analysis
- Processing standard changes
- Application documentation preparation & review
- Application release preparation
- Participation in PIV and DR testing activities in production environments
- Vendor management for 3rd party applications, if applicable
SECTION 2 – Operational Excellence
- Maintaining highest levels of quality and service quality in line with the application-specific SLA and stakeholder expectations
- Ensuring effective logging and resolution/follow up of enquiries and liaising with appropriate parties to resolve/escalate queries/problems within agreed timescales
- Contributing in a timely manner to procedures
- Application usage optimization
SECTION 3 – Relationship Management and Communication
- Liaising proactively with business operations stakeholders
- Liaising proactively with product management and stakeholders / initiators of change initiatives
- Communicating to all stakeholders about changes that will be released into production
AUTHORITIES, IMPACT, RISK
General
- Operating system/application is part of a platform deployed globally. This function has an impact on multiple locations and multiple clients
- Specific risk management related to the systems maintenance/application release across several locations
- Specific risk management related to Business Continuity Plans & Disaster Recovery Plans
Participation Rights
- Participation in the continual improvement processes for Business Functional Support
Accountabilities
- Accountable for the efficiency of proposed solutions
- Accountable to ensure adequate management/communication around process interdependencies and relationship between multiple stakeholders and locations
KEY RELATIONSHIPS
- Business application users
- Operational Managers / Supervisors / Super Users
- IT managers / IT developers
- IT Project managers / Business Systems Analysts / Technical Systems Analysts
- Business analysts / Project managers / Program managers
- Subject Matter Experts
- Product Management
- Business, Enterprise & Solutions Architecture
Position Competencies/Requirements/Experience
- Good knowledge of business with a minimum of 4 years experience in business operations or similar role
- Sound knowledge of project management activities and governance
- Previous experience in an analyst role is preferred
- Previous experience of application support is preferred
- Good understanding of IT systems & environments, in particular of the target application platform family
- Sound knowledge of cross location operations environment
- Sound financial industry knowledge
- Demonstrated organizational skills
- Demonstrated ability to analyze, troubleshoot, solve problems and implement appropriate solutions
- Able to work in different support time zones
- Good communication skills
- Service-oriented approach & mindset
- Good presentation
- Relevant Educational Background (Finance / IT)
- Good English Language Written/Oral (Mandatory). Other languages are considered an advantage
Our company
LFZPartners is a consulting company with expertise in banking, new technologies and artificial intelligence.
- About our consulting activity : We work in a transversal way on different sectors of activity (Banking, Insurance, Biotech, Fintech, Regtech, etc.)
- About our activity related to artificial intelligence: Our objective is to facilitate the technological transition for our clients while maintaining their traditional activities thanks to our AI activity.
- We work with SMEs on cross-functional projects.
The www.lfzpartners.com platform
We have developed a platform with an artificial intelligence component.We use Natural Language Processing, machine learning and GEN.AI to pre-classify / pre-select profiles
We offer
- The opportunity to join a diverse, multinational and dynamic team of talented and passionate people with a wide range of analytical and technical skills.
- An excellent working environment with space to define your own specialism and career within our flat and flexible structure.
- The opportunity to quickly take initiative and responsibility in a fast-growing company.
- Extensive training programmes tailored to your personal needs, both technical and human.
- Coaching and mentoring from more experienced colleagues.
- Attractive remuneration and fringe benefits (mobility scheme, health insurance, etc.).
- The opportunity to travel throughout Europe.
Details:
Location: Luxembourg
City: Luxembourg
Experience: 2 ans minimum
Job salary: Salary level to discuss
Job Type: Full-time
Skills:
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