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Willis Towers Watson

Enabling Technologies Service Management Analyst

Overview The Corporate Systems Enabling Technologies Analyst is accountable for the support of the Enabling Technologies Platforms. This includes supporting the Enabling Technologies systems and capabilities including Documentum, Exari, Blue Prism, Team Collaboration Tool (TCT) SharePoint Platform)) and Kofax Total Agility, Common Authentication (Azure) and additional technologies as identified. This role will also provide level 1 support of Oracle eBusiness Suite applications.

Major Accountabilities
  • Consistent Service Tier support and effectiveness
  • Applied Knowledge Base Development and Trouble Shooting Methodology Support
  • Ensures that RCA's are complete and continuous proactive actions are evaluated/taken.
  • Create Standard Operating Procedures, Run Book, Standards and Roadmaps
  • Continuous Evaluation of Level 3 Support Tasks ensuring repeatable tasks are documented, scripted and transitioned to Level 1
  • Ensures Operational and Security Alignment across teams and technologies
  • Communications Management (Outage, Change, escalation etc.)
  • Support the implementation and management of the Corporate Systems Applications Infrastructure components to support the automation and operation of functional processes to enhance WTW Corporate Function and Business Operations performance
  • Performance Testing Analysis Support
  • Assist in the maintain and operation of existing systems (e.g., performance, quality, etc.) while meeting business and client information needs
  • Knowledge and hands on experience on Oracle e-business application, providing L1 support for basic login issues, assigning roles/responsibilities and perform basic health checks
  • Knowledge of Oracle applications and their basic functionality (Weblogic, OID, OVD, OAM, SOA, RDBMS)
  • Provide project support, assist in the implementation of projects
  • Perform Disaster Recovery Activities
  • Follow WTW standards and processes
  • Ensure that applications follow agreed to operational standards
  • Support change through the WTW Organization as appropriate
  • Maintain adoption and development of efficient shared common services and components
Minimum Criteria & Skills
  • Bachelor's degree in a business or an IT related subject
  •  Relevant experience will be considered in lieu of a degree
  • Systems development and infrastructure support experience required
  • Experience managing outsourced service providers
  • 6+ years in an infrastructure operations role
  • 6+ years in an application support role
  • Good interpersonal and influencing skills
  • Ability to work under pressure to tight timelines and without direct supervision
  • Organized, proactive and methodical
  • Excellent problem solving skills
  • Strong communication skills


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