Application Support Analyst

**WPP** is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities.****Working at WPP means being part of a global network of more than 115,000 accomplished people in 110 countries. WPP has headquarters in New York, London and Singapore and a corporate presence in major markets worldwide.****We create transformative ideas and outcomes for our clients through an integrated offer of communications, experience, commerce, and technology.****WPP and our award-winning agencies work with most of the world's biggest companies and organisations - from Ford, Unilever and P&G to Google, HSBC, and the UN. Our clients include 61 of the FTSE 100, 307 of the Fortune Global 500, all 30 of the Dow Jones 30 and 62 of the NASDAQ 100. WPP are the leader in the Bloomberg Gender Equality Index and 20th in the FTSE 100 rankings for Women on Boards.****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 will include:- 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- 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- 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- Provide support for new releases and communicate new release information to the user base, providing training and end user documentation on new features.**What you'll need**:Essential Skills- Minimum 3 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.Desired Skills- A thorough understanding of SQL.- Any experience with Business Intelligence (BI) products, such as PowerBI, Tableau, etc.- A conceptual underst