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Willis Towers Watson

IT Service Management Analyst

Overview The Corporate Systems IT Service Management Analyst is accountable for the day to day organization and scheduling of change requests relating the Oracle Finance ERP, HR HCM ERP, HR Applicant Tracking System (ATS), Sabrix, ReadSoft, TIDAL, SmartStream Payroll, SUN Accounts and the Financial Accounting Hub (FAH) Infrastructure and Oracle Public Cloud (OPC) components.  Provide "Day-to-day" operational support of these systems is provided by internal and external service providers e.g. Oracle Managed Cloud Services (OMCS) and the WTW Infrastructure Operations teams.  Contribute to the vision, strategy and management.

Major Accountabilities
  • Perform daily administration of technical work, liaison with WTW stake holders and hosted partner Oracle OnDemand/OMCS
  • Ability to create and manage Oracle support tickets and Request for change (RFCs). Schedule and coordinate RFCs, Address RFC queries and status questions via Phone and Email
  • Communications Management (Outage, Change, escalation etc.)
  • 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)
  • Strong organizational skills, with proven experience prioritizing work and coordinating server projects at one time
  • Proven ability to work in a team environment
  • Strong focus on detail and accuracy of work
  • Strong interpersonal and project/time management skills

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