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  • Posted: Jun 2, 2022
    Deadline: Not specified
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  • NTT Ltd. is a leading, global technology services company. In a constantly evolving world, technology doesn’t stand still. And nor do we. Every wave of change is an opportunity to transform your business today, so you can reshape the outcomes of tomorrow. As a global technology services provider, we help our people, clients, and communities do great...
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    Senior Associate Engineer

    Role and responsibilities:
    This position’s primary responsibilities are development as highlighted below:

    • Provide critical (first/second/third) line of support for our internal business users
    • Support user inbound incidents and requests through phone, email, and chat via an externally facing secure website to diagnose problems
    • Acquire and maintain current knowledge of relevant environments software and support policies in order to provide accurate solutions to customers
    • Assist in developing and maintaining a problem resolution knowledgebase
    • Document all calls in the ITSM ticketing program
    • Answering of trouble tickets via web or chat
    • Complete individually assigned tasks while also working as part of a larger team
    • Although the preponderance of support is conducted during normal working hours 6:00 AM – 6:00 PM Mountain Time, there may be periodic ‘duty’ shifts outside normal work hours to include weekends and holidays
    • Provide support to users/administrators of our platform. Supporting and contributing to the growth of best practices for the delivery of support services
    • Understanding our platform, Cloud technologies, and troubleshooting practices to ensure successful resolution of challenging technical situations
    • Act as a customer advocate, prioritizing and managing assigned incidents and escalations in the queue with little or no supervision
    • Engage with cross-functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolution

    General knowledge, skills, and attributes:

    • Knowledgeable about IT Service Management
    • Demonstrate excellent customer service skills via phone, email, and IM chat
    • Solid communication, problem-solving skills, and communications etiquette
    • Ability to use Service Desk standards and follow guidelines, as well as help other interpret policy
    • Ability to work in a fast-paced environment whilst multi-tasking with a sense of urgency to resolve tickets in a timely manner
    • Requires excellent customer service skills along with the ability to apply technical knowledge to independently work on routine and complex tasks

    Qualification and certifications:

    • A relevant bachelor’s degree or equivalent
    • Related certifications

    Relevant experience:

    • Demonstrated years of experience providing customer-facing technical support (Web-based products or e-commerce preferred)
    • Demonstrated experience with varied technology including active directory, desktop hardware/ software, LAN/WAN, and telephony services is preferred

    go to method of application »

    IT Business Analyst

    Key Roles and Responsibilities:

    • Develop, maintain, and govern the EA repository in support of business requirements.
    • Researches, develops, and advises on Enterprise Architecture and IT Portfolio Management best practices.
    • Drive the collection, storage, analysis, modelling, and reporting of IT Planning artifacts in order to assist in the management and planning of a complex IT landscape.
    • Improving the (EA) repository data completeness and quality
    • Develops application visualizations and analytic outputs (heat maps, capability maps, application components/usage analysis) within the EA repository.
    • Works with stakeholders on the alignment of application roadmaps to technology strategy and the capability mapping to applications.
    • Works with all the architecture functions on standard architecture and design templates, artifact creation, and modelling standards.
    • Leads the enhancement and adoption of the EA repository across the organization.
    • Develop and enforce standards Determine the technology standards, communicate and apply suitable checks and guidelines for governance.
    • Provide guidance, training, and support to users of the EA repository.

    Knowledge, Skills and Attributes:

    • Self-managing and delivery orientated individual.
    • Display knowledge of business processes and information technology delivery
    • Knowledge of Enterprise Architecture frameworks and methodologies, such as TOGAF, ArchiMate, BPMN, and The Zachman Framework.
    • Knowledge of IT frameworks such as ITIL, eTOM, and SAFe.
    • Experience with IT Portfolio Management
    • Display effective interviewing, data collection and synthesis skills
    • Demonstrate problem analysis and solution formulation skills
    • Display excellent planning and organizational skills
    • Demonstrate leadership, analytical thinking and negotiation skills
    • Demonstrate strategic and systems thinking skills
    • Strong business relationship management skills
    • Strong oral and written communication skills; ability to present and discuss technical information with business users

    Academic Qualifications and Certifications:

    • University Degree in a relevant field such as IT, Informatics or Computer Science
    • TOGAF / ITIL / SAFe / Business Analysis Qualification recommended

    Required Experience:

    • At least 2 years experience in a relevant field
    • Enterprise Architecture toolset experience, with Alfabet toolset specific experience being beneficial

    What will make you a good fit for the role?

    • Develops professional experience
    • Applies policy and procedures to solve variety of issues
    • Problems are moderate in nature
    • Build productive internal and external working relationships
    • Receives general instructions on routine work
    • Receives detailed instructions on new work

    Method of Application

    Use the link(s) below to apply on company website.

     

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