NCC Group

Global cyber security and resilience provider

Business Systems Support Analyst

Enterprise ApplicationsUpdated on Nov 13

Full-timeManila, Metro Manila, PhilippinesNo salary listedIn-person

About the Job

Requirements

An analytical mindset and the ability to resolve complex problems.
Accountability and ownership of technical issues.
A user-focused approach and the ability to interact with users and champion their needs.
The ability to communicate business changes and processes effectively.
Confidence communicating complex technical issues to varied audiences.
Strong interpersonal skills and the ability to maintain positive relationships and communicate effectively with teams across the business.

Responsibilities

Provide timely support for global business applications, primarily Salesforce and Workday, and other bespoke applications as needed.
Respond to end-user queries and challenges, resolve them in a timely manner, provide customer service, and meet agreed service-level agreements.
Compile ticket status reports for business stakeholders.
Create and maintain knowledge base articles in the helpdesk tool to support swift resolution of future requests.
Align knowledge base content and support delivery with the IT service model and agreed service-level agreements.
Investigate, analyze, and document reported defects, including querying databases with SQL select statements when needed.
Suggest resolutions and support documentation of incident reports during major incidents.
Identify opportunities to automate customer-service processes and make suggestions to the line manager.
Collaborate with technical teams and customers to resolve technical issues.
Escalate system change requests to the Product Support team for evaluation and data-related issues to the appropriate teams.
Use scheduler tools to create scheduled tasks for report distribution.
Run user audit reports and interrogate the database when necessary.
Assist with system implementations and training.
Undertake other duties as directed by the line manager.

Desired Qualifications

SQL querying skills.
Basic JavaScript expressions.
Application bug diagnostics, including log analysis.

As an Application Support Analyst, you will play a crucial role in ensuring smooth operations and user satisfaction by providing timely and effective support for our global business applications. Your primary focus will be on Salesforce and Workday, but you may also work with other bespoke applications.

User Support:
- Work with tools provided to deliver user support for bespoke business applications.
- Respond to queries and challenges from end-users, ensuring timely resolution.
- Maintain a high level of customer service and adhere to agreed Service Level Agreements (SLAs)
- Compile ticket status reports for business stakeholders.
Knowledge Base Management: o
- Create and maintain knowledge base articles in the helpdesk tool.
- These articles will aid in swift resolution of future support requests.
- Ensure alignment with the IT service model and delivery against agreed SLAs.
Issue Investigation and Documentation:
- Investigate, analyse, and document reported defects. o This may involve using SQL select statements to query databases.
- Offer suggestions for resolution.
- Support the documentation of incident reports during major incidents.
Automation and Process Improvement: o
- Identify opportunities to automate processes within the customer service function.
- Make appropriate suggestions to your line manager.
- Collaborate with technical teams and customers to resolve technical issues.
Escalation and Change Requests:
- Escalate system change requests to the Product Support team for evaluation.
- Escalate data-related issues to the appropriate teams. ·
Reporting and Data Distribution:
- Use provided scheduler tools to create scheduled tasks for report distribution.
- Run audit reports for users and interrogate the database when necessary.
Travel and Other Duties:
- Assist with system implementations and training.
- Undertake other duties as directed by the Line Manager.

Minimum Requirements:

· Analytical mindset with the ability to resolve complex problems.

· Takes accountability and ownership of technical issues

· User-focused, with the ability to interact with users and champion their needs.

· Effective communication of business change and processes.

· Confidence in communicating complex technical issues to various audiences.

· Strong interpersonal skills, with a proven ability to maintain positive relationships and effective communication with various teams around the business

Desirable Requirements:

SQL querying skills (desirable).
Basic JavaScript expressions (desirable).
Application bug diagnostics (desirable), including log analysis.

About the Company

NCC Group

Global cyber security and resilience provider

NCC Group provides cyber security and resilience services to organizations and governments around the world. It helps protect digital systems by offering a range of capabilities such as security testing, risk assessment, and resilience planning, backed by a global team of experts and supported by technology-enabled tools. The company’s approach combines human expertise with technical solutions to identify vulnerabilities, assess risk, and implement concrete steps to improve security and continuity. What sets NCC Group apart is its large, worldwide team and its emphasis on practical, end-to-end cyber resilience—working with clients from assessment through to implementation and ongoing assurance. The goal is to create a more secure digital future by helping customers manage cyber risk, reduce threats, and maintain business continuity at scale.

Company size: 1,001-5,000
Company stage: IPO
Headquarters: Manchester, United Kingdom
Founded: 1999

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