Functional Analyst
(National Capital Reg)

Responsibilities:

* Acts as first responder to escalated incidents.
* Analyze incidents and system issues discovered by the users of both CMIS and CMID applications. Evaluate each incident, provide feedback and/or prepare detailed analysis for further escalation.
* Monitor enhancements, maintenance and support workload utilizing various reporting procedures; assure compliance with change control policies and procedures, including updating tracking tools used by the team.
* Be familiar with Helpdesk Support procedures and understand when to properly escalate incidents to the IT Team (Developer, Database Administrator, etc). Prepare a detailed analysis of the incident. Prioritize the developers’ workload; coordinate testing necessary for resolution of each problem; coordinate schedules with developers and other IT staff.
* Acts as a liaison with the Global Help desk.
* Review and respond to the Global Helpdesk regarding CMIS incidents. Triage incidents accordingly.
* Provide weekly status reports of outstanding issues.
* Maintain open communications with other support members regarding the progress of outstanding issues; coordinate with the IT team to ensure proper resolution of each issue.
* Assess report requests from users and determine feasibility of reports.
* Generate reports requested by office users/CMID management for statistical evaluation and analysis, as needed.
* Work with the development team in testing new enhancements or special projects, as assigned.

Requirements:

* Bachelor’s degree in computer science or related field
* Strong analytical and problem solving skills
* Excellent communication skills, both written and verbal
* Excellent interpersonal skills
* Technical Skills: Proficient in Windows and MS Office, Basic knowledge in SQL Enterprise Manager & Query Analyzer and Reporting tools such as Crystal Reports or MS-SQL Reporting Services
* Ability to prioritize and work independently with limited supervision
* Strong commitment to outstanding customer service
* Professional, reliable, mature, ability to work with various teams and application users across the firm
* Very adaptable, highly organized and attentive to details and accuracy
* Organized, Exceptional work ethic, personal and professional integrity
* High sense of urgency, initiative and sense of responsibility
* Able to work in fast paced, stressful environment
* Flexible and willing to work overtime or in shifting schedule when necessary

ADDRESS: 14th Floor Net One Center 26th St. cor 3rd Ave. Crescent Park West Bonifacio Global City, Taguig City ———————————————————————————— B&M Global Services Manila, Inc., is a subsidiary of Baker & McKenzie International B.V., a support services provider to Baker & McKenzie International, a Swiss Verein of member law firms around the world. Neither B&M Global Services Manila, Inc., nor Baker & McKenzie International B.V., is engaged in the practice of law.