Business Systems Analysis Advisor
•Full autonomy for the Supporting Mission Critical Manufacturing systems. These systems were Dell in-house developed systems running on leading edge technologies in Dell’s facilities in Europe, Asia and in the America’s. •An integral part of the Global Application Incident Management Team with responsibility responsible for monitoring, managing and supporting Dell’s IT application suite. •Investigate and resolve incidents raised by various business functions at Dell and involved in resolving critical issues in Dell’s Global IT environment. •Frequent interaction with and visibility from, Senior Level IT Management. Using well defined ITIL processes and procedures, acting as a point of contact for working key technical issues as well as leading and tracking the resolutions of IT incidentsOperational Level:•Support Dell business users primarily in the Sales Order Management/Manufacturing & Supply Chain applications globally. •Manage applications issues raised through the Dell incident management system and ensure resolutions are being me as per IT Service Level Agreement (SLA). •Perform diagnosis of incidents using a methodical approach and critical thinking skills, and manage user’s communications to bring to immediate availability during systems downtime. Work closely with other IT teams on permanent resolutions.•Document the resolutions into the global knowledge database tool for sharing and references•Apply comprehensive knowledge of applications programming and design to analyze and isolate complex issues. •Display expert knowledge and application of client/server networks.•Develop and maintain a thorough knowledge of key business processes, current and future requirements and key success factors.•Effectively communicate business issues and needs at the appropriate levelContinually adhere to aggressive timescales, targets and deadlines in line with the needs of the business
