Global Technology Technical Service Owner – Reporting and Data

Richmond United Kingdom

Norwalk USA
  • Hours:
    35 HOURS / WEEK
  • Contract Type:
  • Type Of employment:
    Full time
  • Job ID:


  • 5+ years of Technical Support Specialist experience
  • 2-year technical degree + Bachelor’s degree required; technical certifications and/or equivalent work experience
  • A+ Certification or other technology certifications a plus


  • Demonstrable skills in OBIEE, PowerBI, EDW & Data Lake solutions
  • Working knowledge of Hyperion Financial Reporting (Oracle EPMA, HFM, Planning, Essbase, FDMEE, Financial Reporting, DRM, DRG)
  • Experience of ETL processes along with ODI
  • OCI exposure advantageous
  • Proven knowledge of ITSM tools, Integrations, Project Management Tools
  • Advanced knowledge in multiplatform environments and data flows
  • Proven ability to manage an array of Application Technologies (Cloud/SaaS/On-Prem/Legacy).
  • Ability and willingness to learn and adapt to new technologies


  • Technical writing documentation/SOP development knowledge
  • Strong stakeholder management
  • Advocate for Customer Service
  • Understanding of accounting or finance core concepts and terminologies
  • Analytical ability, problem solving, ability to explain problems and solutions clearly to both technical and non-technical users
  • Ability to perform complex troubleshooting for Applications
  • Understanding of operating procedures and when they should be created/changed/updated
  • Ability to understand, define & manage system processes
  • Understanding of the IT environment
  • Understanding of business needs
  • Root cause analysis & remediation
  • Process and tool/technology improvement
  • Understanding backup & recovery procedures
  • Strong organization/project planning, time management, and change management skills across multiple functional groups and departments
  • Volunteer expert knowledge and assistance to others
  • Work closely with development groups, support groups, and vendors to coordinate special operations, and communicate/escalate problems as appropriate to meet assigned deadlines
  • Strong problem-solving experience involving leading teams in identifying, researching, and coordinating the resources necessary to effectively troubleshoot/diagnose complex project issues; prior success extracting/translating findings into alternatives/solutions; and identifying risks/impacts and schedule adjustments to facilitate management decision-making
  • Under minimal supervision will monitor, support, troubleshoot, and resolve operating issues, including failures and service level degradation
  • Perform complex and escalated troubleshooting and problem resolution
  • Develop detailed technical documentation and standard operating procedures to perform various responsibilities
  • Willingness to work unsociable hours when the business need arises


  • Technical Service Owner for assigned Applications/Technologies
  • Oversee the onboarding of new Global Technical Services into Production
  • Ensure support services meet our committed SLA’s & KPI’s are on target
  • Present Monthly Reviews as required
  • Conduct technical training/knowledge transfer when required to internal technical teams
  • Management & liaising with our 3rd Party Vendors, Partners and Suppliers
  • Participation in the Contract Renewal Process (Support) & ownership of smaller engagements
  • Strong communication (verbal and written) and customer service skills
  • Risk identification and mitigation
  • Initiate corrective actions to ensure connectivity and minimize downtime, with the overall goal of ensuring availability of the IT environment to employees and customers
  • Strong interpersonal, communication, and presentation skills applicable to a wide audience including senior and executive management, customers, etc., including diction/terminology and presenting information in a concise and effective manner to clients, management, and various departments using assorted communication mediums
  • Ability to travel less than 15%
  • All other duties as assigned

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