Support Analyst-Audit Integrated Solutions

Job Summary:
Company: Forvis Mazars (an  International Audit Firm )
Role: Support Analyst for the International Audit Integrated Solutions ATLAS of Forvis Mazars
Education: CA 
Experience :  5 years+ in core audit
Reporting to: Manager 
Location: Mumbai (Fort)
Work timings: 1AM IST - 9AM IST shift   OR 5:30 PM - 1:30 AM IST shift

A JD detailing the role is given below.  Further details on Mazars can be accessed at:https://www.mazars.co.in/
Brief about Mazars:
· Mazars is a leading international audit, tax and advisory firm. 
· Founded in Europe in 1945, Mazars have grown into a global, connected partnership of over 44,000 professionals  with a presence in over 90 countries.
 

Position title: Support Analyst for the Audit integrated solution ATLAS of Mazars
Context and Role:
The Support Analyst is a member of the ATLAS Service Centre (“ATLAS Central Support”). He/she takes in charge the ticket processing related to the Audit integrated solution ATLAS of Mazars, used by more than 10,000 auditors in 90+ countries, by applying the ITIL best practices (international framework for service centres). 
The tickets are raised by the ATLAS users, processed by a first level of support in each country (Support Level 1) and escalated to the ATLAS Central Support (Support Level 2) when Level 1 cannot deliver a full resolution. The types of ticket are incidents (the application does not behave as specified), service requests, change requests and questions. 
The ticket processing includes the activities below:
- Qualification
- Analysis
- Reproduction (for the incidents)
- Resolution
- Closure
---The qualification consists in confirming the nature of the ticket, its priority by considering the urgency and the business impact (assessment that requires Audit skills).
---The analysis requires both advanced functional and technical knowledge of ATLAS solution and Audit skills to determine the relevant response type for resolving the ticket.
---The reproduction (for the incidents) is needed to collect evidence (logs, screenshots, etc) and to establish the detailed scenario leading to the incident for the Support Service of the solution providers (Support Level 3), in charge of the releases and fixes development.
---Finally, the closure is a step ensuring that the ticket submitter is satisfied by the answer and/or the resolution.
 

All these activities involve communication processes with the:
-ticket submitters
-Support Level 1 of each country
-ATLAS Central Support experts in case of specific skills/knowledge are required
-Support Service of the solution providers that aim first to deliver the best service to the ATLAS users, by ensuring a good understanding of their concerns or issues and a resolution within Service Level Agreements (a key objective for ATLAS Central Support is to mitigate the business impact of the incidents).
In addition to ticket processing, the Support Analyst is involved in the:
-Customization of the solution
-Qualification of the patches and releases delivered by the solution providers
-Maintenance of the knowledge assets (“HelpCentre” content used by the auditors, known error database, and other documents such as release notes)
 

 About the organization, ATLAS Central Support is structured in 4 hubs:
-Paris (France)
-Casablanca (Morocco)
-Mumbai (India)
-Mexico (Mexico)
that allow the ATLAS Service Centre to operate over a wide service window of 20 hours during the working days (from 6:00am to 2:00am Paris time).
This position is opened for Mumbai hub to strengthen the ATLAS support capacity in a context of important evolution of the audit solution: a new major version of ATLAS is currently deployed (aside the previous version that is still active). This new version implies a scope extension of the ATLAS Central Support, including new modules.
Profile:
 

This position is opened for a  Senior Auditor located in Mumbai office - a full training on ATLAS will be delivered during the onboarding process.
The language used to communicate with all ATLAS actors is English exclusively.
The expected qualities for this position are:
  -To have a “service oriented” mindset, to care about the user’s satisfaction
  -To be autonomous and proactive as the Support Analyst role fits into a flat organization (not hierarchy based)
  -To be collaborative, willing to help the colleagues, that is a key value of the team
  -To enjoy working in an international and multi-cultural context
  -To be demanding with the solution providers, willing to challenge them