Job Description:
Trigyn has a contractual opportunity for a Sr. Support Analyst. This resource will be working Remotely.
Job Description:
1. Collaborate with the training manager to identify training priorities that will improve staff capabilities, skills, and technical knowledge, using client core competencies, technical work requirements, and donor requirements as a guide.
2. Design, develop, and continuously refine training content for MiMOSA and the Migrant solutions portfolio, incorporating user feedback and emerging best practices to ensure the training remains relevant and effective.
3. Gather and analyse training evaluation data, including post-training assessments and follow-up feedback, to assess program effectiveness, identify areas for improvement, and drive continuous enhancement of training initiatives, ensuring the effective application of knowledge in the workplace.
4. Provide comprehensive technical support for in-house developed applications, including answering support queries, delivering training sessions, and adhering to service management principles while maintaining a high degree of customer service.
5. Support the business users and respond to their queries and issues related to MiMOSA and all systems within the Migrant solutions portfolio. Efficiently manage, track tickets and coordinate with Tier 3 level support, subject matter experts (SMEs) and Business Process Owners (BPO) as needed to ensure timely and effective fulfillment of user requests adhering to established Global User Support standards and procedures.
6. Proactively manage incident tickets throughout their lifecycle, from initial reporting to final resolution, ensuring timely communication, adherence to SLAs , and identification of opportunities for training and process improvement. Analyze and diagnose the issues, identify the root cause of the problems, and propose a solution.
7. Collaborate with Business Analysts in analyzing performance problems and recommend solutions to enhance functionality, reliability, and/or usability of IOM applications.
8. Participate in testing activities for production releases including user Acceptance Testing, Sanity Testing and Regression Testing.
9. Maintain and regularly contribute to the effectiveness of application support by creating, updating, and maintaining clear documentation, including SOPs (standard operating procedures), work instructions, solutions, and Knowledge Base articles.
10. Perform such other duties related to the position as may be assigned
Education
• University degree in Computer Science, Information Technology, or a related field from an accredited academic institution, with three years of relevant professional experience; or
• Completed High School degree from an accredited academic institution, with five years of relevant professional experience.
• Specialized formal training on IT systems, business software (Microsoft Office), application support, web-based applications, Mobile applications, as applicable for the position.
• Valid Microsoft MSCE, ITIL training and certifications are an advantage.
• Relevant Learning and Development qualification or experience in a similar role.
Experience
• Demonstrated experience providing comprehensive training on complex topics to a wide range of cross-cultural audiences, and developing tailored learning materials, including presentations, workbooks, and other learning tools, is required.
• Experience facilitating training in a wide range of training contexts, including in-person, virtual, e-learning, and other environments.
• In depth knowledge of MiMOSA or internally used client applications required
• Experience developing training materials utilizing a variety of adult learning methodologies and materials is an advantage.
• Experience with international humanitarian organizations, non-government, or government institutions/organization in a multi-cultural setting, is desired.
• Experience in Helpdesk/ Service Desk or Application Support roles.
• Ability to present ideas in a user-friendly language to non-technical staff and end-users. knowledge of a ticket-tracking system is an advantage.
• Good administrative and time-management skills.
• Excellent problem-solving skills: ability to manage complexities.
Skills
• Excellent public speaking, facilitation, and teaching skills.
• Comprehensive understanding of adult learning and development methodologies and various training and delivery approaches.
• Strong communicator with ability to engage with all levels across the business.
• Attention to detail, ability to organize paperwork in a methodical way.
• Discreet, detailed and client-oriented, patient and willingness to learn new things.
• The ability to work independently, solicit and receive feedback, and manage training activities.
• The ability to coordinate regionally and globally with general and professional staff.
• Proficient in Microsoft Office applications e.g., Word, Excel, PowerPoint, and Outlook.
For Immediate Response, please send your Resume to Global-Recruitment@Trigyn.com
TRIGYN TECHNOLOGIES is a multinational IT services company with resources deployed in 28 countries. TRIGYN is an ISO 9001:2015, ISO 27001:2022 (ISMS) and CMMI Level 5 certified company. TRIGYN has offices in the United States, Canada, Switzerland and India.