IT Application Lead

WPP IT provides IT services for WPP, the world’s largest communications services group. As a creative transformation company, WPP is helping its clients transform the future through extraordinary work. WPP IT is an integral part of that journey and we are proud to provide technology for some of the world’s most creative brands.

This role will work as part of the Local Systems Team for North America. As IT Application Lead you will be responsible for making sure you and your team is performing business facing and technical support activities in NA primarily for media and investment apps to implement, test, support and maintain applications within the program. This is a newly formed team, and you will for now have two people reporting to you.

What you'll be doing:

• Develop a thorough understanding of user demands, usability and functional issues in your region. Consolidate and prioritize issues, relaying new requirements or change requests to the project team
• Work with project teams throughout the implementation process of new sites, applications, or dashboards; advise on best practices, create support guide documents, client guidelines, provide training and regular follow-ups
• Use and leverage PowerApps, PowerBI, Power Automate, SharePoint Online and other related Office 365 services to build and support business solutions
• Become an expert end user of the applications within the programme, including media and investment applications and apps built using PowerApps, Power Automate, PowerBI and SharePoint Online. Develop in-depth and comprehensive knowledge of the functionality available, champion the products in the region.
• Provide excellent client service to the user base in your region, actively working to provide solutions to business challenges.
• Attempt to analyse the cause of all problems and either provide the End Users with a solution, workaround, or escalate the issue to global support.
• Verify, manage, track and regularly communicate the status of issues reported between the user base in the region and the support team.
• Conduct basic and advanced hands-on training sessions for end users and be the primary point of contact in the region; providing daily support, troubleshooting, configuration, installation and Super User training for Client Reporting Applications.
• Actively participate in the evaluation and testing of new releases. Also work to engage and guide business users to test new releases of applications within the program.
• Provide support for new releases and communicate new release information to the user base, providing training and end user documentation on new features.
• Assist in building end user training materials (syllabus, handouts, FAQ’s, guides etc.) and regularly update end user documents, drawing on user feedback for the appropriate applications.
• Contribute to applications end user support portal to facilitate knowledge sharing, extend support offered in other regions and enable end-users to become more self-reliant

What you'll need:

• Managerial skills, supporting and developing a team
• Excellent client facing, presentation, interpersonal and communication skills.
• Product experience with SharePoint Online, Office 365 services like MS PowerApps, MS Flow, etc.
• Ability to quickly learn and understand new products, new IT systems and tools.
• A proactive, “can do” (initiative), “flexible” mindset with a desire to help the team wherever the needs are (team player).
• Desire to join a dynamic team and grow by learning and doing.
• High focus on customer service and satisfaction.
• Ability to work to deadlines and manage multiple concurrent tasks while maintaining attention to detail.
• Excellent communication, presentation, and writing skills
• English fluency

Who you are:

You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are accepting: of new ideas, new partnerships, new ways of working.

You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

What we'll give you:

Passionate, inspired people – We promote a culture of people that do extraordinary work.

Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?

If this role hasn’t captured your interest, that’s ok! Would you consider sharing your opinion?
  
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