Application Support Analyst

at  CDP Global

ABOUT CDP

• CDP is a not-for-profit charity that runs the global disclosure system for investors, companies, cities, states and regions to manage their environmental impacts. The world’s economy looks to CDP as the gold standard of environmental reporting with the richest and most comprehensive dataset on corporate and city action. In 2021 we launched our new five-year strategy: Accelerating the Rate of Change - find out more here. Visit https://cdp.net/en or follow us @CDP to find out more.

YOU WILL HAVE THE FOLLOWING SKILLS AND EXPERIENCE:

• Bachelor’s degree or relevant coursework/education within IT
• At least 2 years of relevant working experience
• Very high attention to detail, with an analytical approach to problem solving.
• Experience of managing stakeholder relationships with internal and/or external customers.
• Demonstrable experience of excellent time management, organisational and prioritisation skills.
• The ability to work under pressure to meet challenging deadlines.
• A positive and enthusiastic team player with a high level of self-motivation and drive, committed to achieving high standards.
• Excellent writing, verbal and presentation skills in English, including the ability to communicate technical terminology to a wide range of audiences
• Excellent skills in Microsoft Excel, Word, Outlook, PowerPoint, Visio, Azure DevOps, Dynamics365Business and organisational awareness and willingness to challenge and improve.

DESIRABLE SKILLS & EXPERIENCE:

• Knowledge and experience of ITIL operations.
• Experience delivering training and mentoring/supporting junior staff
• Previous experience supporting an internal bespoke platform
• Expertise in Customer Relationship systems and processes.
• An interest in working for an environmental NGO and an understanding of and desire to promote corporate and sub-national government sustainability.
  Salary and benefits:
  We offer a competitive salary ($49,000 - $70,000 SGD per annum based on experience), as well as holidays and benefits in accordance with local regulations. Interested applicants must be eligible to work legally in their regional location.

JOB PURPOSE AND BACKGROUND

Dependable, efficient, innovative, and effective technology services are critical to the core function of CDP and enabling it to deliver its core mission. As part of its strategic ambitions CDP has recognised an uplift to technology operations and capabilities is critical to realize its strategic goals of higher impact, improved stakeholder experience and disclosure information.
The core business operation of CDP is using data on climate, water and forest sustainability disclosed by companies, organisations, cities, states and regions globally to drive awareness and action to improve the way society impacts the environment.
The Application Support Analyst will help ensure a high-quality service of key business systems is delivered to customers, both internal and external, by providing 2nd line support across existing and new applications/features integral to our core business process of collecting our customers data accurately. They will support the team delivering the systems and processes across all in-house applications, which maximise business value, meet customer expectations and operationally deliver. The role will work closely with technology, business and data teams to ensure successful delivery for our customers.

KEY RESPONSIBILITIES INCLUDE:

• Provide 2nd line support across CDP core applications to agreed standards.
• Engage, manage, and communicate with stakeholders effectively if issues affect their business areas.
• Take ownership as subject matter expert in key areas of core CDP applications and platforms.
• Undertake proactive system maintenance to ensure stability and quality throughout.
• Work with Disclosure teams to ensure that the disclosure systems and processes launch and close on time and meet quality and customer service standards.
• Support the user journeys, customer experience and business requirements needed to deliver customer and business outcomes across our service catalogue.
• Support testing of CDP’s processes, applications and the interaction between different areas of the platform.
• Develop knowledge management articles within the Application Support Team and other business teams.
• Mentorship of junior members of the team.
• Support the Senior Application Support Analyst with reporting and with other duties where necessary.
• Work alongside Quality Assurance teams to analyse, design and execute testing of agreed changes based on support and direction from subject matter experts.
• Contribute to internal documentation across the full-service catalogue, ensuring accuracy and processing of updates.
• To carry out these responsibilities you will acquire deep knowledge of the applications and processes supported by the team, allowing you to guide and support others in the team.
• Methods and tools - understand software development lifecycle and help implement business improvements to systems based on agreed methodology and approach.
• The precise description and nature of your job may be varied from time to time, and you may be required to carry out other duties as necessary to meet business needs.