Company Description

Wood Mackenzie is the global leader in data, analysis and consulting across the energy, chemicals, metals, mining, power and renewables sectors.

Founded in 1973, our success has always been underpinned by the simple principle of providing trusted research and advice that makes a difference to our customers. Today we have over 2,000 customers ranging from the largest global energy companies and financial institutions to governments as well as smaller market specialists.

Our teams are located around the world. This enables us to stay closely connected with customers and the markets and sectors we cover. Collectively this allows us to offer a compelling combination of global commodity analysis with detailed local market knowledge.

We are committed to supporting our people to grow and thrive. We value different perspectives and aspire to create an inclusive environment that encourages diversity and fosters a sense of belonging. We are committed to creating a workplace that works for you and encourage everyone to get involved in our Wellness, Diversity and Inclusion, and Community Engagement initiatives. We actively support flexible working and are happy to consider alternative work patterns, taking into account your needs and the needs of the team or division that you are looking to join. 

Hear what our team has to say about working with us:

https://www.woodmac.com/careers/our-people/

Application Support is an IT Services team providing request management, incident triage and investigation for all internal and client facing application incidents, including existing products and the LENS product landscape as part of a global support team.

The Application Support team is responsible for service management, analyst support, and quality assurance of Wood Mackenzie's content and data delivery within the Product organization. It provides operational governance over Product systems for content writing, publishing and our Databases.

Role Purpose 

To provide 1st line entry point to the Application Operations group, covering incident triage on a rota for both client-facing and internal systems, escalation and communication with technical teams in Application Operations, the Product organisation and other IT Services groups

To communicate effectively and maintain effective relationships across a global team, providing a high level of customer service on incidents affecting both internal and client-facing applications

To troubleshoot issues with the supported systems and processes, and complete the resolution of incidents in accordance with agreed standards and targets

To coordinate day-by-day activity within the Application Support team

To provide expert support on the operation of the systems and processes used to deliver content to clients or internal stakeholders, working with others to provide a global service

To identify limitations of systems and processes, and suggest improvements which benefit our clients’ interests

To communicate regularly with internal stakeholders, sharing views and engaging in mutually beneficial dialogue. Building relationships to maintain currency on internal needs and best practice.

Main Responsibilities

Provide first level support on requests and incidents coming in to the Application Operations teams

Maintain and drive a high quality of service to users of the Applications both internal and external

Provide training on internal systems to business users

Promote awareness and proactiveness within the team to ensure high level of application stability and availability

Develop procedures and best practice to provide products, content, tools, models or analytics to internal/external clients

Provide process excellence and organisational skills to the business

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