Jumio Corporation Hiring for Business Applications Support Analyst at Bengaluru, Karnataka, India Full Time

Job Description

Role Purpose:
To accelerate and serve the business. Enable Jumio to grow and improve by providing World Class customer service and IT support on key business applications at Jumio. This role is a combination of IT Tier 1, customer support, SOP support, troubleshooting, project contributor. All this, in providing world class IT services in a timely, efficient and professional manner. Role Value:
The Business Application Support Analyst is integral to the effectiveness of the business. IT serves the business through ensuring peak productivity and performance of all colleagues worldwide and actively contributing to global projects. Jumio’s IT function is committed accomplishing The Mission: (1) Accelerate the Business and (2) Secure the Business. Example Role Responsibilities

• Identify and Resolve Requests – as Jumio’s first line of support, this role is responsible for taking initial contact via call, Slack, email, and JIRA ticket queue, or in person (“walk ups”) to identify requests, create JIRA tickets, and then resolve requests as the first line of support. The analyst must understand the key Business Applications, the current computer system, network, physical security, conferencing/telecommunications, SaaS solutions, and Cloud technologies (AWS, Azure, GCS) to support colleagues worldwide. In this, also assist in the identification and implementation of improvements in coordination IT Engineers, the IT Architect, and management.
• Document Work – quality documentation is an integral part of the role. The IT Engineer documents system configurations, updates to the system and any new procedures or policies created. Documentation is used by

colleagues to understand changes to the system. Work is recorded in JIRA and documentation of workflows, solution methods, SOPs, procedures and site infrastructure is kept in Confluence.

• Additional Ad Hoc Duties – as assigned, based on business need.

Relevant Experience and Qualifications

• Excellent English language skills – verbal and written
• Customer Service skills – initial contact with high service level
• Account Creation
• Password resets
• Password lockout
• Follows Standard Operating Procedures (SOP’s)
• Maintain Inventory records
• Active Directory at the user, group, and company level
• Laptop and desktop level 1 troubleshooting
• Netverify, Vena, ADP, Expensify, Egencia and other Financial systems
• Salesforce SFDC
• Sophos anti-virus
• Win10, OSX and Linux basic troubleshooting
• Documentation: regular review, adding new, updating and ownership
• SOPs: regular review, adding new, updating and ownership

Great to have Experience and Qualifications

• Cloud AWS, Azure, GCS
• Knowledge of security protocols, IT systems, networking, infrastructure and database systems
• Experience trouble-shooting infrastructure / server / network issues
• Cisco Networking, Firewalls and Switches
• pFSense firewall
• Server administration (Linux, MS)
• Project management, project timelines, inputting status, attending project meetings, managing expectations and execution
• Leading technical training classes
• Communicating complex information to non-technical audiences
• Corporate Image builds, creating and testing, and Image deployment
• VMWare, vSphere and ESX
• NetApp SAN
• Patching of Servers, workstations, endpoints
• Backups, DR, and BCP
• POCs, RFPs, reading white papers, reading technical documentation
• InfoSec initiatives such as ISO:27001+, PCI DSS, SOC, logging and monitoring, used to monitoring and lowering risk to the business
• Teleconferencing – Zoom, Ringcentral, Google
• Prior use of Atlassian tools JIRA, Confluence, Bitbucket, Insight for Inventory
• G-Suite and Google Groups

• SSO & 2FA
• SQL, BI, data warehouse

Key Characteristics and Attitudes

• Energetic and eager to learn Follows SOPs and instructions
• World Class customer service Collaborative and collegiate
• Urgency and ownership Humble and helpful
• Teachable. Resilient. Positive attitude and proactive

Measures that Matter Keeping projects on time and within budget are key metrics for the Business Application Support Analyst role. Other measures for individual and team performance are taken from varied sources, including but not limited to, JIRA. The Team Business Application Support Analysts work as part of a team (currently 9 globally) and report to the Team Lead, IT Manager and IT Director. Helping teammates in both day to day and project work happens daily. The function is committed to becoming a world-class team and moves fast, with intensity and accuracy. Integrity and team cohesion are valued by all team members who subscribe to the belief that Team > Teamwork > Self. The team is globally distributed. There will be Team Meetings and Project Meetings that are early in the morning and late at night due to the global distribution of colleagues. Progression In a rapidly expanding business opportunities for progression are frequent and unlimited. With new sites, growing teams and a license to explore the latest technologies there is no practical limit on progression. @Work Jumio has sites in Bangalore, London, Palo Alto, Vienna Company Jumio is the future for online and mobile ID verification. We are the largest and fastest growing company in the ID verification space. With a global footprint, we’re expanding the team to meet strong client demand across a range of industries including Financial Services, Travel, Sharing Economy, Fintech, Gaming, and others. Equal Opportunities Jumio is a collaboration of people with different ideas, strengths, interests and cultures. We welcome applications and colleagues from a wide range of backgrounds and statuses.