Application Support Analyst
Arup - New Jersey

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At Arup, our innovative spirit compels us to express our ingenuity in unique ways —developing many of the world’s most innovative and sustainable buildings, transport and civil engineering projects. Arup is a global engineering and consulting firm of over 10,000 creative minds. Our integrated approach to engineering and design brings together the best professionals to meet our clients’ needs.

Our Los Angeles office is currently seeking an Application Support Analyst to join Arup’s Global Systems Group, providing support locally as well as across the region. The Global Systems Group is a team of over 100 specialists and experts distributed across the globe. This is a very exciting and progressive group, requiring the post holder to be flexible and responsive to changes and changing priorities.

Arup have three levels of software support.
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1 st line support – this is handled by local staff and involves resolution of simple problems.
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2 nd line support – this is more technical requiring a high degree of knowledge in the software. Where possible this is handled by local staff who have the appropriate level of knowledge and skill
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3 rd line support – is provided by technical specialists of which there may be only a few or in some instances one person in the organisation.
This role covers 1 st and 2 nd line support for the range of software packages detailed below. Where the candidate has particular skills, he/she will be the 3 rd line person for a product or products.
Job responsibilities include but not limited to:
  • You will provide accurate analysis and resolution of incidents escalated by 1 st line Service Desk teams, raised by all clients both internally and externally for the firm’s important applications or provide workarounds. Work with the 3rd Line support experts to provide advice with regards to frequent issues.
  • Managing user accounts and roles.
  • You will be expected to have strong IT skills and a commitment to delivery of a quality service. You will be expected to keep abreast of current technologies and participate in training when needed. Provide a high level of customer service at all times.
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You will also engage in the production and improvement of learning materials, be involved in the creation of knowledge base articles and follow up on incidents escalated on to 3 rd party vendors. Maintain and contribute to the knowledge base in ServiceNow
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You will maintain a close working relationship with the first line support teams globally, gathering requirements and supplying knowledge articles in order to improve the success rate of first contact resolution of incidents. Meeting queue management targets and reducing recurrence of issues.
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You will be part of a geographically dispersed team that support Arup in a follow the sun approach of incident management.
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Strong analytical, problem solving abilities and written and verbal communication skills are essential. The candidate should have at least one year of experience in a support environment.
Experience or knowledge of any of the following systems is desirable:
  • IT Support / Call Logging
  • IT Service Management based on ITIL Best Practice Principals
  • Microsoft Dynamics CRM
  • Microsoft Office (Word and Excel in particular)
  • Microsoft SharePoint
  • Intranet
  • Enterprise Search
  • ServiceNow
  • Active Directory

Qualities:
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Analytical - ensuring advice is based on information and not supposition
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Strong IT skills and a commitment to delivery of a quality service. You will be expected to keep abreast of current technologies and participate in training when needed.
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Economical – careful not to waste time with lengthy communications and keen to ensure we are efficient in all that we buy, create and do
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Excellent planning and organization skills required for our fast-paced environment
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Must be highly motivated, proactive and willing to take on new challenges
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Ability to work with minimum supervision
Share your passion and experience in a global culture that believes your potential to achieve is endless. This is your opportunity to shine.
Arup is proud to be an equal opportunity employer.

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Things always look up for Arup Group, a global design and business consulting firm. The company provides engineering, architectural, and...