Technical Support Analyst

Why we're hiring:

At WPP, technology is at the heart of everything we do, and it is WPP IT’s mission to enable everyone to collaborate, create and thrive. WPP IT is undergoing a significant transformation to modernise ways of working, shift to cloud and micro-service-based architectures, drive automation, digitise colleague and client experiences and deliver insight from WPP’s petabytes of data.

GroupM is the world’s leading media investment company responsible for more than $63B in annual media investment through agencies Mindshare, MediaCom, Wavemaker, Essence and m/SIX, as well as the outcomes-driven programmatic audience company, Xaxis and data and technology company Choreograph. GroupM’s portfolio includes Data & Technology, Investment and Services, all united in a vision to shape the next era of media where advertising works better for people. By leveraging all the benefits of scale, the company innovates, differentiates, and generates sustained value for our clients wherever they do business.

The GroupM IT team in WPP IT are the technology solutions partner for the GroupM group of agencies and are accountable for co-ordinating and assuring end-to-end change delivery, managing the GroupM IT technology life-cycle and innovation pipeline.

This role will work as part of the Local Systems Team for North America. It will be responsible for performing business facing and technical support activities in NA primarily for media and investment apps to implement, test, support and maintain applications within the program. 

This will include: 

• Promoting and championing the applications in the region, 
• Gathering user requirements for the service and project team,
• Performing root cause analysis where needed on various products,
• Providing help, documentation and training for new releases and/or products,
• Actively participating in user acceptance testing, 
• Building end user training materials, 
• Leading end user training sessions, 
• Assisting teams throughout the implementation process, 
• Contributing to the end user support portal

What you'll be doing:

Analysis & Implementation

• Develop a thorough understanding of user demands, usability and functional issues in your region. Consolidate and prioritize issues, relaying new requirements or change requests to the project team
• Work with project teams throughout the implementation process of new sites, applications, or dashboards; advise on best practices, create support guide documents, client guidelines, provide training and regular follow-ups  
• Use and leverage PowerApps, PowerBI, Power Automate, SharePoint Online and other related Office 365 services to build and support business solutions 
• Help Project teams define, build/configure all our products to high standards. 

Support, Maintenance & Training 

• Become an expert end user of the applications within the programme, including media and investment applications and apps built using PowerApps, Power Automate, PowerBI and SharePoint Online.
• Develop in-depth and comprehensive knowledge of the functionality available, champion the products in the region.
• Provide excellent client service to the user base in your region, actively working to provide solutions to business challenges. 
• Attempt to analyse the cause of all problems and either provide the End Users with a solution, workaround, or escalate the issue to global support.
• Verify, manage, track and regularly communicate the status of issues reported between the user base in the region and the support team. 
• Conduct basic and advanced hands-on training sessions for end users and be the primary point of contact in the region; providing daily support, troubleshooting, configuration, installation and Super User training for Client Reporting Applications. 

Testing & Documentation 

• Actively participate in the evaluation and testing of new releases. Also work to engage and guide business users to test new releases of applications within the program. 
• Provide support for new releases and communicate new release information to the user base, providing training and end user documentation on new features.  
• Assist in building end user training materials (syllabus, handouts, FAQ’s, guides etc.) and regularly update end user documents, drawing on user feedback for the appropriate applications. 
• Contribute to applications end user support portal to facilitate knowledge sharing, extend support offered in other regions and enable end-users to become more self-reliant

What you'll need:

Essential Skills

• Minimum 5-7 years’ relevant experience
• Excellent client facing, presentation, interpersonal and communication skills.
• Product experience with SharePoint Online, Office 365 services like MS PowerApps, MS Flow, etc.
• Ability to quickly learn and understand new products, new IT systems and tools.
• A proactive, “can do” (initiative), “flexible” mindset with a desire to help the team wherever the needs are (team player).
• Desire to join a dynamic team and grow by learning and doing.
• High focus on customer service and satisfaction. 
• Ability to work to deadlines and manage multiple concurrent tasks while maintaining attention to detail.
• English language, advanced level is required for this role

Desired Skills

• A thorough understanding of SQL. 
• Any experience with Business Intelligence (BI) products, such as PowerBI, Tableau, etc.
• A conceptual understanding of development tools and related development methodologies (Agile, Waterfall, etc.)
• Experience in the media industry.

Who you are:

You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are accepting: of new ideas, new partnerships, new ways of working.

You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary: We are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

What we'll give you:

Passionate, inspired people – We promote a culture of people that do extraordinary work.

Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?