Business Support Group Officer - Planview

Job Purpose

At Emirates, we believe in connecting the world, to and through, our global hub in Dubai and in constantly innovating to ensure our customers Fly Better.

Emirates Group IT thrives on the dynamic nature of technology. Being pioneers in aviation innovation, were always at the forefront, pushing boundaries. Were on the lookout for exceptional IT professionals to fortify our position as leaders in the industry. Embark on a journey with the worlds largest international airline and become a vital part of our cutting-edge information and technology team as Business Support Group Officer- Planview.

The purpose of this role is to be the centre of excellence for IT Products supporting and maintaining products, defining function requirements and enhancements, performing user tests, providing training, preparing documentation, providing support and acting as 2nd level and in some cases as 1st level support.

In This Role You Will

• Maintain products and provide support to end users for IT products including Planview, Jira, Confluence, Apptio, Power Apps and Power BI.
• Collate, analyse and define user requirements for projects and enhancements. Identify and evaluate requirements and suggest practical solutions to address user needs.
• Define and co-ordinate the creation of test cases. Identify and define system requirements for testing of the functional change/development of the application/product. Co-ordinate the set-up and communication between applications/products to support the testing of application functionality and linked systems. Manage the User Acceptance test and all related documentations. Ensure quality of testing/training along with the related documentation meets IT standards.
• Produce functional and end user documentation of new functionalities understanding customer needs.
• Ensure that end user communities and any other identified customers are informed in advance of the new functionality being introduced, to allow for end user education and familiarisation prior to the release. Provide training for internal users and other departments if required.
• Where applicable, support business operations for managing/executing engagement and change campaigns.
• Act as second level support for the end user community on functional clarifications. Support users on all functional queries and act as first level support if required post implementation or releases. Provide workarounds for product functionality to ensure uninterrupted operation. Participate in implementation support for product enhancements. Support the effective usage of the product in the business area, monitor and report on the product usage and adoption metrics to support continuous improvement.
• Identify, maintain and implement changes to the master tables/master data/functions required to support smooth operation of the product.
• Provide updates on all assigned activities on a regular basis.
  
  

Qualification

To be considered for this role, you must meet the below requirements:

• Bachelors degree (12+ 3 years or equivalent)
• 3+ Years of expeirnce in Information Technology
• Long term customer service experience
• Product domain knowledge – Planview preferred
• User support
• Product support
• Holistic knowledge of business systems environment
  
  

Leadership role: No

Salary & benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers.

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