Technical Analyst, The Link

Technical Analyst, The Link

ROLE DESCRIPTION SUMMARY

The Technical Analyst is responsible for supporting the Customer Portal development team, translating business requirements into product oriented technical solutions. The incumbent will play an important role in our Customer Portal Team as a gatekeeper for best practices and coherent design.

This is a technical role. The incumbent will be responsible for delivering high-quality low-level design and technical analysis on how to implement new changes in the Customer Portal. The technical competencies are critical, but understanding of the business processes supported, challenging design and approach are key for this position. Our solution is highly integrated via web services, to applications both in the cloud and on premises. A good understanding of the interfacing technology is critical to many of the functional enhancements you will be supporting.

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

• Actively participate in AGILE ceremonies (Standups, Retrospectives, etc.) ensuring proactive communication about challenges and opportunities as they arise.
• Actively work with Azure DevOps ensuring the new requirements and maintenance task are well defined with quality information 
• Ensure SES KPI`s for supporting are met and focus on customer satisfaction is a mandatory focus.   
• Maintain a service-oriented attitude: 
  • Provide excellent service to our system users, product owners and scrum masters  
  • Provide excellent service to our colleagues and customers by troubleshooting, providing workarounds and prioritizing bugs that cannot be treated by Level 1 support. 
• End to end view of application interfaces including support and understanding of Mulesoft API’s 
• Assist and help Junior support team members and other members of the team.  
• Act on the First and Second Level Support as the IT main point of contact for having the incidents solved.  
• Gather feedback from end users about system issues, performance
• Keep abreast of technology trends and developments.  
• Ensure all technical documentation related to developments or implementations you support is well maintained.  
• Work with the BPO’s on identifying appropriate training needs, supporting the process as needed Actively engage in, and promote the AGILE delivery principals. 

COMPETENCIES 

• Excellent analytical and problem-solving skills 
• Mindset focused on helping others to succeed\mentoring (there will be more junior members joining over time) 
• Ability to work autonomously as well in collaboration with other members of the team with minimal supervision with a commitment to KPI`s  
• Service and customer-centric mindset  
• Proactively identifies ways to contribute to the team and wider SES goals. Shows the ability to motivate self, complete tasks and achieve goals. 
• Accountability: holds self and others accountable for individual and team results. Accepts responsibility for mistakes. Uses resources in an efficient way. Shows honesty and truthfulness. 
• Excellent communication and presentation skills, both in writing and verbal. Able to communicate written and verbally with proficiency and able to explain problems to developers as well to the end users with the proper narrative and level of detail to make them understand. 
• Ability to understand business requirements and work towards solutions. 
• Openness for new technologies, ability to learn them quickly, and readiness for change. 
• Ability to work in a rapidly changing environment under tight timelines. 
• Willingness to travel internationally. 

QUALIFICATIONS & EXPERIENCE 

• Bachelor’s degree in computer science, Engineering, or Information Technology
• Minimum 5 years development/ support experience, preferably on Node JS / React JS stack and preferably in customer facing applications:
  • Hands on experience designing and implementing large scale application
  • Hands on experience designing Microservices
  • Hands on experience building relational database schemes
  • Hands on experience building front end on React JS, calling back-end APIs 
  • Hands on experience with proposing and driving technical solutions
• Any experience with Azure AD B2C, Microsoft Graph APIs or Fastify / HighChart / Prisma / JEST frameworks will be considered as an asset
• AZ-109 certification will be considered as an asset
• Fluency in English is mandatory

Embark on a career with us, where diversity isn't just a buzzword – it's our driving force. We are crafting a workplace mosaic that values every hue, background, and perspective. Join a global team where inclusivity sparks innovation, and individuality is not only embraced but celebrated. At SES we are committed to hiring inspiring individuals from all backgrounds. We take great pride in creating safe and inclusive processes and we support the recruitment, retention, and evolution of all employees irrespective of gender, colour, race, ethnicity, religion, sexual orientation, disability, veteran or marital status, background or walk in life.

SES is an Equal Opportunity Employer and welcomes diversity!

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