In the middle of the energy transition, businesses and governments are faced with significant challenges. But the pace and scale of change mean every decision is made under mounting pressure. Now, more than ever, companies need reliable data, analytics and actionable insight.
Wood Mackenzie is the leading global provider of data and analytics solutions for the renewables, energy and natural resources sectors.
Wood Mackenzie’s services include data, analytics, insight, events and consultancy. A trusted partner for over 50 years, Wood Mackenzie’s team has over 2,300 experts across more than 30 global locations who cover the entire supply chain.
Wood Mackenzie Values
- Inclusive – we succeed together
- Trusting – we choose to trust each other
- Customer committed – we put customers at the heart of our decisions
- Future Focused – we accelerate change
- Curious – we turn knowledge into action
Team Profile
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
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To provide 1st line entry point to the WM Technology group, covering incident triage on a rota for both client-facing and internal systems, escalation and communication with technical teams in WM Technology, the Product organisation and other IT Services groups
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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
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To troubleshoot issues with the supported systems and processes, and complete the resolution of incidents in accordance with agreed standards and targets
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To coordinate day-by-day activity within the Application Support team
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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
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To identify limitations of systems and processes, and suggest improvements which benefit our clients’ interests
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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
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Provide first level support on requests and incidents coming in to the WM Technology teams
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Maintain and drive a high quality of service to users of the Applications both internal and external
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Provide training on internal systems to business users
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Promote awareness and proactiveness within the team to ensure high level of application stability and availability
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Develop procedures and best practice to provide products, content, tools, models or analytics to internal/external clients
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Provide process excellence and organisational skills to the business
Knowledge & Experience
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Commitment to operational excellence
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Flexibility and ability to drive own development to adapt to changing business needs
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Comfortable with IT concepts (databases, web applications)
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A mindset of automating repetitive tasks and improving existing processes
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A good handle on Microsoft Office apps
Key Competencies
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Issue identification, problem solving and analysis
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Client focused
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Communication skills
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Building and Maintaining Relationships
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Collaboration
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Efficiency Focused
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Prioritisation Reporting
Equal Opportunities
We are an equal opportunities employer. This means we are committed to recruiting the best people regardless of their race, colour, religion, age, sex, national origin, disability or protected veteran status. You can find out more about your rights under the law at www.eeoc.gov
If you are applying for a role and have a physical or mental disability, we will support you with your application or through the hiring process.
Find out more at [email protected]
What We Do
In the middle of the energy transition, businesses and governments are faced with significant challenges. But the pace and scale of change mean every decision is made under mounting pressure. Now, more than ever, companies need reliable data, analytics and actionable insight.
Wood Mackenzie is the leading global provider of data and analytics solutions for the renewables, energy and natural resources sectors . Wood Mackenzie’s services include data, analytics, insight, events and consultancy. A trusted partner for over 50 years, Wood Mackenzie’s team has over 2,300 experts across more than 30 global locations who cover the entire supply chain. Wood Mackenzie’s data and analytics empowers energy producers, governments and financial institutions to be confident in their investment decisions in the face of rapidly evolving markets. Part of the Veritas group.
