Support Analyst is a fundamental enabler to how we deliver outstanding production support to our Warner Bros. Discovery external workers across the globe. As a Support Analyst – Vendor Management System, you will support application and ongoing maintenance and optimization of VMS.

We are looking for an enthusiastic and technically savvy professional who has previous VMS or ERP experience supporting large or complex systems. You will preferably have worked in global virtual teams and are comfortable working in a fast-paced international and dynamic environment.

Responsibilities:

• Manage and process Tier 1 support tickets and respond timely, accurately, and professionally

• Act as the first point of contact for customers, managing all inbound support requests with professionalism, courtesy, and empathy

• Efficiently triage incoming support tickets, categorize them accurately, and route them to the appropriate teams or individuals for resolution

• Proficiently manage customer issues and escalations, adhering to service level agreements (SLAs) across severity levels to meet or exceed customer expectations

• Demonstrate independent thinking and an initiative-taking approach to resolving customer issues, seeking creative solutions when necessary

• Ability to collaborate with other teams to drive continuous improvement initiatives

• Identify opportunities for self-help resources and contribute to the development of knowledge base content, empowering customers to find answers to common questions

• Use standard analytical tools to perform root cause analysis and resolve application problems

• Perform system governance activities while adhering to the software delivery lifecycle

• Stay current with innovative technologies to provide creative solutions to business needs

• Liaising with MSPs, including business stakeholders, to ensure we proactively share our feedback on product enhancements and system issues.

• Ability to carry out required system testing and regression testing as part of the release cycles as well as for system enhancements

• Must have the ability to prioritize and adapt to a fast-paced and dynamic workplace

• Preferred experience or understanding of integrations

• Ability to work autonomously as well as part of a team

• Willingness to learn and adapt to new technologies and tools

Required Skills:

• 3 years of experience handling Tier 1 application support

• 2-3 years of experience with SAP Fieldglass/Beeline or relevant vendor management systems

• Deep understanding of inbound and outbound integrations

• Preferred experience of working with service desk/ ticketing tools, preferable ServiceNow

• Proven experience in a support or service role, with a strong record of effectively resolving customer issues

• Ability to troubleshoot and resolve system interface errors, system related issues and unexpected results

• Wiling to work in different shifts and across various time zones

• Excellent time management, mindfulness, ability to multi-task and follow-up skills

Education: High School Diploma or Degree in Information Technology, or equivalent required