Description

Overview of job
The GroupM Support Analyst is responsible for executing procedures to test, implement, support and maintain GroupM APAC’s solutions in the Malaysia Local Market.

The focus of this position will be to provide excellent end-user service, training, demo and technical support to Malaysia user base as well as ensuring compliance for applications within the Local Market.

This will include: promoting and championing the applications in the region, provide first and second level technical support for new releases and daily operations, actively participating in user acceptance testing, build end user training materials, lead end user training sessions, assist teams throughout the implementation process, contribute to the end user support portal and gather user requirements for the support and project teams.

Reporting of the role

This role reports to the Business Analyst

3 best things about the job:

1. Being the proxy to business and working in technology group, you get to play an influencing role on how technology solutions can, not only, meet the business requirements but also to shape the way business operates.
2. Working with us at the world’s largest media company, you get to obtain insights on the latest trends in media industry through data.
3. You get to wear jeans to work and talk to the coolest guys in the industry across the region.

Measures of success –
In three months:

• Up to speed with what our existing solutions can offer and articulate well to all stakeholders.
• A good grasp on our technology landscape at both conceptual and operational level.
• Able to conduct demo and provide first level support.

In six months:

• Able to conduct second level support and training.
• Understand technology solutions in a more intimate levels, so that you can provide opinions and engage a deeper conversation with the technical delivery teams and external software vendors.

In 12 months:

• Lead and drive training plan independently.
• Equipped yourself with the ability to support business champions in business process changes and, where needed, driving them to requirements for application changes.

Responsibilities of the role:

Support & Training

• Become an expert end user of media planning, monitoring, trading and finance applications. Develop in-depth and comprehensive knowledge of the functionality available; champion the products in the market.
• Provide excellent end-user service to the Malaysia user base, 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 third level support in Delivery Teams or Software Vendors 

Analysis & Implementation

• Obtain a thorough understanding of media planning, monitoring, trading and finance applications, processes and requirements. Work with teams throughout the implementation process; advise on best practices, create implementation documents, client guidelines, provide training and regular follow-up.
• Help define, build and configure all of our products to a high standard.
• Liaise with end user representatives to identify, quantify and document requirements.
• Develop a thorough understanding of user demands, usability and functional issues in Malaysia. Consolidate and prioritize issues, gauge business value, relaying requirements to the Delivery Team

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 media planning, monitoring, trading and finance applications.
• Provide support during 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.

Compliance

• Submitting evidence required to ensure compliance for applications within the Local Market.
• Planning and executing shared compliance tasks with other Local Market Stakeholders.

What you will need:

Essential

• Come from a Software development and support background.
• Worked on transactional systems.
• Data Manipulation with SQL.
• Working understanding of system interfaces.
• Strong analytical skills to dive into details to come up with a proper analysis of issues and options to workaround.
• Communicate effectively between stakeholders and delivery teams and external vendors.
• Knowledge on how data integration and interfaces between multiple systems work.
• Self-starter with positive and proactive attitude.
• Ability to rapidly learn new IT systems and tools.
• Excellent end-user facing, presentation, interpersonal and communication skills
• Highly focused on customer service.
• Ability to work to deadlines and manage multiple concurrent tasks while maintaining attention to detail.
• Bachelor’s degree is required with a minimum of 3 years professional experience.
• Good command of English.
• Ability to work on own initiative and as a team player.

Desirable

• Experience in media or advertising industry.
• Knowledge on agile project methodology.
• Fluency in one or other Asian language.

About GroupM
GroupM is the leading global media investment management company serving as the parent to WPP media agencies including Mindshare, MEC, MediaCom, Maxus, and Essence, as well as the programmatic digital media platform, Xaxis, each global operations in their own right with leading market positions. GroupM’s primary purpose is to maximize performance of WPP’s media agencies by operating as leader and collaborator in trading, content creation, sports, digital, finance, proprietary tool development and other business-critical capabilities. GroupM’s focus is to deliver unrivaled marketplace advantage to its clients, stakeholders and people.

Discover more about GroupM at www.groupm.com
Follow @GroupMWorldwide on Twitter
Follow GroupM on LinkedIn - https://www.linkedin.com/company/groupm

Malaysia market overview
As Malaysia moves towards its goal of becoming a developed nation by 2020, we can see this ambition come to life through the digital literacy of its consumers. This market will provide endless opportunities for marketing, media and branding professionals to hone their skill as it transits rapidly from manually-managed traditional media to programmatic new media.

Looking ahead, Malaysia is one of the focus markets for securing the latest versions of our global programmatic technology, data management platforms and cross-media analytics. Those looking for an exciting and challenging career in media have no better place to be in than Malaysia.

GroupM APAC is committed to fostering a culture of diversity and inclusion. Our people are our strength so we respect and nurture their individual talent and potential.