Application Support

Job Description

Job Title: Application Support Analyst - REF35618D      

Job Location: Mumbai, India

Job Purpose
The focus is to provide dedicated Application Support focus for the Nielsen Brandbank IT Service, its internal applications and ensure that users of the proprietary applications can fulfil their duties while adhering to internal departmental processes.

This is primarily a technical role with elements of support, customer service to the internal Nielsen Brandbank functions, ensuring that requests are processed efficiently to resolution or escalated to the relevant expert team as well as project support that will enable the business to deliver services to a global market.
 

Job Responsibilities:

• Provide professional technical Application Support, customer-facing applications and services, and a limited selection of desktop applications, as well as providing support to teleworkers within the support region.
• Escalation point Application Support team for the global offices covering faults, advice and work requests around the Nielsen Brandbank internal systems.
• Provide support for international offices after project delivery.
• Become involved with planned projects and bespoke software releases to provide technical support for the new systems.
• Using the internal ticketing Jira tool; ensure requests escalated to you are completed within the allotted SLA.
• Contribute to documentation for the Application Support team.
• Ensure that the business application systems supported by the Application Support Team are maintained to the highest possible standard with maximum levels of attainable productivity and efficiency.
• The Application Support Analyst may be required to respond to out-of-hours Application Support requests (for which TOIL will be offered).
• Manage application configuration, problem analysis and resolution for complex application problems, in conjunction with the users and external application or service suppliers where necessary.
• System configuration, scripting and new user administration as required

Qualifications

Role Requirements E=essential, P=preferred
E=Experience in working within a service desk.
E=Experience of supporting proprietary applications within a commercial environment,
E=Analytical, methodical approach to information gathering and fault diagnosis.
E=Good level of face to face customer service experience.
E=Polite,  with a positive attitude towards work, and willing to put in the effort required to ensure the business reaches its goals.
P=Exposure or basic knowledge and/or understanding of Microsoft SQL Database language.
Understanding of XML, JSON.
P=Working knowledge of Google applications and tools.

P=Working knowledge of Microsoft 365 applications and tools.
 

Additional Information

• Enjoy a flexible and rewarding work environment with peer-to-peer recognition platforms. 
• Recharge and revitalize with help of wellness plans made for you and your family. 
• Plan your future with financial wellness tools. 
• Stay relevant and upskill yourself with career development opportunities

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™.

NIQ, is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population. For more information, visit NIQ.com.

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NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us.

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