Senior Support Analyst

Why we're hiring:

At WPP, technology is at the heart of everything we do, and it is WPP IT’s mission to enable everyone to collaborate, create and thrive. WPP IT is undergoing a significant transformation to modernise ways of working, shift to cloud and micro-service-based architectures, drive automation, digitise colleague and client experiences and deliver insight from WPP’s petabytes of data. 

In this role you will be a member of the Maconomy Services Team supporting the BAU team as Senior Support Analyst for WPP’s Maconomy Core deployment, acting as a point of contact and escalation for users, providing direction to outsourced and WPP IT support team members of local priorities and requirements. 

Build relationships with regional/country senior leaders to understand their business including upcoming changes that will affect Maconomy Core and challenges that Maconomy Support could address. 

This role will encompass analysis, design and implementation of changes requested by Operating Companies following the WPP IT change, test, and deployment methodologies. 

Reporting to the Maconomy Core Helpdesk Manager, this role is responsible for providing functional and transactional ERP system support.  This is a great role to grow your Maconomy knowledge with hands on experience and training available to the successful candidate. 

The Maconomy Services team provides the post go-live support, maintenance, and enhancement of the Maconomy solution that replaces some of our core technology and influences our ways of working for many of our colleagues at WPP.  

This ERP programme will see Maconomy deployed across our global landscape to address the technology needs of Finance, Projects. The key to this programme is that technology is an enabler for change, it’s at the heart of what we do, but it’s not all of what we do. The people, process and compliance aspects of this programme are vital to its success. This role will help deliver that success on an ongoing basis for many years to come.

What you'll be doing:

• Resolution of incidents and defects to the satisfaction of business partners and within our agreed Service Levels and Metrics 

• Develop enhancements to the Maconomy Core platform that meet business requirements while maintaining global ways of working and standards. 

• Jira management for Testing, Change Requests and Release tickets. 

• Represent Region/Country inside Maconomy Core Project including regional and cultural subtleties and priorities. 

• Support deployment planning and business readiness activities. 

• Create excellent working relationships with all parties with key local users and business partners to become their trusted partner for Maconomy support and escalation. 

• Work closely with the Core team and clients to understand the product templates and assist with providing relevant build information to Deltek and other third-party suppliers. 

• Maintain clear and concise documentation. 

• Deploy config & Print Layout updates to all Environments. 

• Working alongside the governance team and user forums in live countries.

What you'll need:

• Strong analytical and organisational skills 

• Strong communication and influencing skills to create relationships at executive level across the business. 

• 5+ years’ experience of Defect/Ticket Management 

• Strong finance process and stakeholder management experience  

• Technical experience of Maconomy/other ERP systems 

• Strong reporting and presentation skills 

• Documentation and training materials creation and maintenance 

• Ability to support multiple activities at one time and prioritize tasks. 

• Business advocate to drive efficiencies, stabilization, and continuous improvement. 

• Can articulate analysis and designs in various formats. 

• Confident managing complex requests including creating small project plans and managing delivery to the plan. 

• Working knowledge of incident management tools such as ServiceNow and Jira ServiceDesk 

Experience 

• Technical experience of Maconomy/Other ERP systems. 

• Highly motivated, flexible team player and manager with the ability to deliver in a timely and professional manner. 

• Experience managing senior stakeholders and building affective relationships across levels within an organization. 

• Business advocate to drive efficiencies, stabilization, and continuous improvement. 

• Experience of working in a support team with outsourced support and working to service level agreements 

• Experience following support processes such as ITIL. 

• Strong understanding of Finance processes, strategy and what success looks like.

Who you are:

You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are accepting: of new ideas, new partnerships, new ways of working.

You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

What we'll give you:

Passionate, inspired people – We promote a culture of people that do extraordinary work.

Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?

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