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Skopje

AM Analyst

Application Management
 
 

Responsibilities

  • Analysis
    • Ensure all requests, incidents and queries are triaged in Service Management tool within agreed SLAs
    • Respond and if required raise a User Story within agile project management tool for assignment to the next release depending on priority
    • Ensure items are categorised in both tools correctly and assigned to the appropriate resolver tools in a timely manner
    • Assist on testing and validation of fixes on incidents where applicable
  • Communication
    • Acting as bridge between client dedicated account teams and Applications Management and Delivery teams
    • Respond to the end users in Business language and discuss requirement in technical language with the Developers and Testers
  • Daily stand-ups and Triage Bi weekly sessions
    • Participate on daily stand-ups with development and testing teams
    • Facilitate the Bi weekly Triage meetings with the appropriate stakeholders
    • Present new demand since the last meeting, create minutes to be sent prior to the meeting explaining each item in business terms, maintain product backlog and request the business to set a priority and time line for releases
    • Proactive resource management to ensure that each release is adequately subscribed
  • General Admin
    • Reporting activity through a range of regular automated and ad-hoc reports
    • Responsible for updating both Service Management and Project management tools

 

 

Qualifications and Experience

  • Highly developed customer skills
  • Very good analytical thinking
  • Strong written and verbal communication skills
  • Excellent knowledge of English language
  • Some technical skills and understanding of the software development lifecycle
  • Capable of identifying trends and using statistics to interpret data
  • Organized, methodical and structured approach to work, attention to details

 

Desirable skills:

  • Experience of working with IT customer service, support operation and project management
  • Familiarity with ITIL concepts and practice
  • Knowledge of SLA structure
  • Knowledge of the insurance domain
  • Knowledge of Payment Services domain
  • Knowledge of SQL (being able to create basic SQL queries)

 

 

About Endava

Endava is reimagining the relationship between people and technology. For the past 20 years it has helped some of the world’s leading Finance, Insurance, Telecommunications, Media, Technology, and Retail companies accelerate their ability to take advantage of new business models and market opportunities. We have more than 6200 employees located in close to client locations in Denmark, Germany, Netherlands, United Kingdom, United States and nearshore delivery centers in the EU: Romania, Bulgaria; Central European Countries: North Macedonia, Moldova and Serbia; Latin America: Argentina, Colombia, Uruguay and Venezuela.

 

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