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Job Opening details:-
Company Name :- British Council
Position Name :- Manager Application Support
Company Location :- Noida, Uttar Pradesh
Job Category :- Back Office jobs
Full Job Description :-
Location: Noida, South Asia, IN
Company: British Council
The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.
We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK.
These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.
Job Title: Manager Application support
Purpose of job:
To ensure that applications for delivering services are properly supported & administrated to achieve utmost user and stakeholder satisfaction. To ensure maintenance activities and minor changes are delivered in an appropriate manner.
The purpose of Global Information Services (GIS) in the British Council is to partner with the business in order to make effective use of Information in all its forms across the organisation. GIS has accountability for enabling the full life-cycle of information for the whole of the business.
The British Council has undertaken a strategic review of its operating model including the creation of a new GIS operating model. This role is part of the new GIS team responsible implementing this operating model.
This role is located within the GIS Service Delivery team and reports to a Service Manager. The purpose of the GIS Service Delivery team is to deliver reliable Information Services to the business while improving quality and efficiency through external comparison and an unrelenting focus on continuous improvement
Main opportunities/challenges for this role
Talking business users/ BC teams through a series of actions, over the telephone, through emails or communicator to help resolving issues or helping in understanding the different ways in which they can make smart use of British Council applications
Setting up new users’ accounts and profiles and dealing with password issues;
Troubleshooting basic system and network problems and diagnosing and solving software/user specific issues;
Providing super user support to British Council back office teams;
Following diagrams and written instructions to resolve a support issues
Responding within agreed time limits to call-outs;
Working continuously on a task until completion (or referral to third parties, if appropriate);
Prioritizing and managing many open cases at one time;
Regularly interacts with the internal and external support teams to update on support issues, performance, understand the current development/release plans of systems.
Supporting the roll-out of new applications;
Line management where applicable;
Liaise with development team to increase maintenance capability in service delivery
Work on small development changes as agreed with development team
Exploring cross training opportunities with other support teams
Drive improvements across other service lines – e.g. service now, CRM, Internal Applications and Commercial of the shelf software packages.
Process mapping for L2 team for newly transitioned products.
On boarding new countries with exam products.
L2 team members when they require support.
Degree level qualification or equivalent
ITIL V3 Foundation Certification
Role specific knowledge and experience-
Problem Solving, Presenting Technical Information, Process Improvement, Application Support and administration.
User support skills – Receives escalated problems and gathers further information to resolve or escalate to other support channel, resolves complex problems to maintain underlying business process
Ability to work in a fluid business environment and adapt to changing priorities.
A pro-active approach and proven track record of taking ownership and facilitating change.
Pay Band – 7
Contract Type – Indefinite
Department/ GSS Global Information Services (Service Development and Delivery)India – Noida
Closing Date (Time) – 17th April 22 (IST -23:59)
A connected and trusted UK in a more connected and trusted world.
Equality , Diversity, and Inclusion (EDI) Statement
The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.
The British Council is committed to safeguarding children, young people and adults who we work with.
We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.
Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.
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Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.
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