IBM TM1 Support Analyst | Level 3  

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Since its founding in 2007, our client has earned an enviable reputation as one of Asia Pacific’s most trusted Information Technology consultancies. This reputation is based on a unique blend of deep domain expertise, best of breed technologies, and an almost fanatical dedication to first class delivery and customer service. This role is specially designed to support our IBM TM1/ Planning Analytics (PA) customers at a level 3

Job Description

• Troubleshoot and resolve TM1/Planning Analytics issues across a customer’s application environment.
• Utilise ITSM tools to capture, manage and resolve requests, incidents and queries for customer environments
• Leverage Knowledge Base Articles to resolve requests, incidents and queries for customers to deliver expected outcomes.
• Create and maintain Knowledge Base Articles to assist others in restoring services and reduce the impact of unplanned outages.
• Perform troubleshooting for unknown errors in TM1/Planning Analytics
• Analyse, interpret and resolve issues as they arise
• Escalate requests, incidents and queries to appropriate resolver groups.
• Manage and assigned queue for service requests, incidents and query’s in an ITSM tool
• Liaise with customers, internal/external Resolver groups and external service providers as required to resolve Incidents and complete Service Requests, ensuring compliance with agreed SLA’s
• Balance competing demands to ensure customer priorities, expectations and Service Level Agreements are met
• Perform user and system administration tasks
• Receive and action support cases through various methods, including phone, email and via the support portal
• Provide triage of support cases, ensuring that are logged with correct attributes

• Previous development and/or administration experience with TM1 (also known as IBM Planning Analytics) at an advanced level is essential
• Experience with the Cognos BI suite of products is an advantage but not essential
• Experience working in a customer service support environment ( ITIL Foundation certification would also be desirable)
• Has exposure to relational databases and/or Data Warehouse; experience with a SQL based language would also be a benefit but is not essential.
• Has experience maintaining a planning or reporting environment where TM1 was used
• Has been involved in the development and support of a budgeting or reporting application with a financial focus for multiple years