Incorporated as T-Systems Sdn. Bhd and having achieved the Multimedia Status Company (MSC) status, we are unequivocally committed to develop Malaysia as the operations hub for the Asia-Pacific region to provide an extensive range of ICT services to our customers. As a Deutsche Telekom's enterprise customer unit, T-Systems has more than 160,000 corporations and public institutions that use our network-centric information and communications technology (ICT) services ranging from data center operations and global Internet Protocol services to the development and management of applications.

With locations in over 20 countries, T-Systems is a preferred supplier for Corporate Europe's global business activities. The company, based in Frankfurt/Main Germany, serves all industries and is a leading provider for the automotive and telecommunications industries as well as the public sector. With approximately 56,500 employees, T Systems posted revenues of 12 billion euro in 2007. In Asia Pacific, T-Systems offers our customers business flexibility through the major business hubs in China, Japan, Malaysia and Singapore.

Are you attracted by the dynamic challenge of an innovative industry? Are you looking for responsibility in a company whose operations stretch across and beyond borders? Would you like to help shape the future? Then start with T-Systems, Deutsche Telekom's business customer brand. Be part of the team that is making Deutsche Telekom one of the world's fastest growing integrated ICT company.

Position: Livelink Analyst [2855]
Work Location: Kuala Lumpur, Selangor

Role Purpose:
The position of an Analyst is primarily a role providing a range of second line functional and business support services relating to Global Livelink and Centra Services and other on boarded KM services. A Livelink Analyst is assigned across all supported customer groups and provides integrated second line functional, business and administrative support for Global Livelink. The scope of support covers any OU that contracts to the service and geographically has a global reach. The Analyst may also have cross team responsibilities when asked to undertake actions on behalf of the Service Management Team.

Key Accountabilities:

• To provide a second line functional and business support, including the communication of complex issues to appropriate third line support teams/software vendors.
• Respond to all service or functional requests for assistance in a timely and efficient manner and according to agreed performance service levels, standards and procedures.
• Follow escalation procedures for any service or functional requests that are not progressing to customer or internal satisfaction.
• Maintain accurate service or functional request records, including contact and fulfilment details.
• Propose functional and business solutions, within the scope of his/her expertise, which fully takes into account the business needs of the customers.
• Propose, discuss and evaluate potential solutions amongst colleagues in the BSD and/or other service providers and implement resolutions as appropriate
• Provision detailed functional and business advice and guidance to all customers in the effective use of the Livelink system and modules available to them.
• Provide an effective and friendly interface between the customers and third parties supplying all appropriate diagnostic functional information required to ensure resolution.
• Operate effectively without necessary direct supervision and within a clear accountability framework.

Key Challenges:

• Ensure all variances against service levels are highlighted to relevant team leaders while trying to resolve any conflict or contention for services. Initiate action to maintain or enhance levels of service within sphere of operation, recognising issues that need to be referred for approval.
• Plan and monitor the use of their own time to ensure that assigned activities are managed within agreed targets.
• KM solution builder – identifying reactively, draft solutions to team leaders where gaps in team knowledge are identified.

QUALIFICATIONS (SKILLS, KNOWLEDGE, BEHAVIOR)

Technical (required):

• Excellent functional knowledge of the Opentext Livelink product and associated modules.
• In excess of 2 years experience in an IT function of which in excess of 1 year has been in a 1st or 2nd Line support role.

Technical (desired):

• Experience of user, group and content administration (within Livelink)
• Experience of and conversant in the use of the Problem and Change management processes.
• Troubleshooting skills.
• Experience of running Excel reports and data manipulation

Non IT technical:

• Self motivated individual with excellent interpersonal, communication and influencing skills.
• Committed to team working.
• Personal behaviours and values that nurture openness, honesty, trust, mutual respect and support from all team members.
• Excellent Customer interface/service skills.
• Good time management skills
• Flexibility to work extended operating hours as required.
• Ability to handle concurrent tasks with appropriate priority.
• An understanding of service delivery and customer care ideals coupled with a strong sense of reality.
• Self motivated individual with good interpersonal and communication skills
• Committed to work in teams, good communicator
• Strong problem solving and analytical aptitude
• Excellent time management skills
• Complaint handling skills

To Apply:
Please, click "Apply Online" below to submit you application.

Closing Date: 18 February 2012

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