Sr. Officer – Applications Support

Support Business Applications in order to assure the optimum use with high quality, high performance, innovative, fit for purpose system to meet the business requirements in line with the Bupa business strategy. Coordinate with stakeholders to assure business applications management function and activities, including functional consultation, systems enhancement, customization, configurations and coordinate with technical team. Plays a key role coordinating between the various teams, include but not limited to internal customers (various business departments), Project Management Office, Change Management Team, Application Development Team and also with Partners, Vendors and Suppliers.

Application Support

• Handle all levels of support requests in Service Desk
• Manage streamlining of end user requests to CRs/PIDs
• Coordinate with internal departments and end users to make sure that users are trained properly on the system functions.
• Prepare applications training materials and keep it up to date and enhance training materials with modern technologies and methods. Also make sure that training materials are published on secure channels and acceptable to end users.
• Manage business applications knowledge base and assure its updated whenever there is change and accessible to end users and departments.

Business Analysis & Documentation

• Analyze and recommend out of the box customizations to meet the user requirements.
• Define innovative solutions to fulfill business’ requirements
• Assist end users and business functions to improve the efficiency and effectiveness by providing best use of the busienss applications functions.
• Analyze propoer corss functional implications while requirement study and suggest best practices and ideal solutions to user requirements.
• Work cross functional and hierarchical to identify and prioritize the systems activities
• Identify and develop business cases for initiatives which reduce cost, improve service or otherwise improve profitability
• Business process mapping and change management control

Project Support

• Support project manager during project implementation in assessing business and supplier readiness and provide logistical and planning support
• Ensure post-implementation benefits realization are reported accurately
• Ensure all Projects and Systems initiated by departments have a properly documented plan including action points, timelines and sign-off responsibilities
• Support the preparation of comprehensive test cases/scenarios to ensure new systems developments and fixes are adequately tested to ensure correct implementation.
• Ensure all system errors are promptly identified, corrected, and tested ahead of implementation,
• Prepare and communicate Projects and Systems status reports, plans, action points and timelines
• Document and archive the final version of any Systems projects documentation for retrieval and review

  Innovation & Capacity planning

• Propose the use of technology innovatively to improve customer service and reduce cost
• Implement approved ideas by the business on time and within budget
• Help ensure that Bupa is ahead of competition in terms the use of technology (service perspective)
• Prepare overall project and resource (people) requirement Gantt charts, in consultation with department management for key and cross functional projects 

• Strong CRM systems functional and technical background is a necessary requirement.
• Experience in Dynamics CRM implementation and SDLC
• Experience in Dynamics CRM Customization, configuration, IFD, deployment, plug-ins, workflow, Organization and Custom WS development, etc.
• Experience in .NET framework 4.5 or above development including AJAX, JQuery, Node.js, .Net Core, MVC, Angular.js, Web API, Design Patterns, etc.
• Experience and proficiency in SQL (latest versions) including writing T-SQL queries, SQL Server Agent, stored procedures, triggers, SSRS and SSIS.
• Must be able to work in a highly pressurized environment and cope with implementing and managing frequent business change.
• Experience in technology relates operations, processes and procedures