IDP Education overview and context IDP is a global leader in international education services. We’ve been operating for 50 years, creating a huge network of opportunity across almost 60 countries. More information about each of our business lines is provided below, however, in brief we:help international students study in English speaking countries.
Our success comes from connecting students with the right course at the right institution and the right country;are a proud co-owner of IELTS, the world’s most popular English language test that helps people to achieve their study, work and migration aspirations;operate 10 English language teaching campuses across Vietnam and Cambodia; anddeliver student engagement solutions for universities and institutions through the world’s most popular course search platform
As a sector leader, IDP delivers several professional development initiatives including the Australian International Education Conference (AIEC) and the popular English language teaching conference, CamTESOL.Most importantly, our purpose is to help people as they strive to achieve their lifelong learning and career aspirations. Business structure IDP’s global team is led by Tennealle O’Shannessy , Chief Executive Officer and Managing Director. The Global Leadership Team comprises of Chief Strategy Officer, Chief Financial Officer, Chief Operating Officer, Head of People Experience, Director of Corporate Development, Chief Digital Marketing Officer, CEO of IDP-Connect and five Regional Directors.
Each Regional Director is responsible for managing their region’s complete operations. All roles within IDP are focused on delivering outstanding service to our students, candidates, teams, clients, and partners. Our business lines.
Student PlacementIDP is a world leader in assisting international students find the right overseas study option for them. We have a global office network spanning 100 offices across 30 countries and our websites attract a combined 100 million visits a year. Our team of experienced and dedicated counsellors are experts at providing trusted advice to students and their families at every step of the international education journey.
Almost 8 in 10 students placed by IDP recommend our services to their family and friends. IELTS The International English Language Testing System (IELTS) is designed to assess the language ability of people who want to study or work where English is the language of communication.
It covers four language skills – listening, reading, writing and speaking. IELTS results are trusted by more than 10,000 organisations around the world, including universities, governments and employers. IELTS is jointly owned by the British Council, IDP and Cambridge Assessment English.
English Language TeachingIDP has been a leading provider of English language teaching (ELT) in South East Asia since 1988. Our 10 campuses across Cambodia and Vietnam deliver programs ranging from short IELTS preparation courses through to extensive Business English programs. IDP is also committed to helping build the capacity of educators in the region by hosting CamTESOL – a leading English language conference hosted annually in Cambodia.
IDP ConnectIn January 2017 IDP acquired The Hotcourses Group. It was later integrated into IDP’s client services as a new B2B division, IDP Connect.
A world leader in online student engagement and marketing, IDP Connect manages some of the world’s most popular education search websites. IDP Connect also provides our university and institution clients unique digital insights with access to in-market knowledge in over 30 countries. These insights, combined with our content marketing services, help clients achieve their marketing and recruitment goals.
Our peopleIDP’s ongoing success comes from our highly committed and professional employees around the globe. It’s the diverse talent, expertise and passion of our people that makes IDP unique. We strive to provide a working environment where our people are encouraged to excel, be agile and creative, seek new ways to solve problems, take initiative, and generate new opportunities.
We respect diversity in our people: their ideas, work styles and perspectives. We support career growth and have invested in significant in learning development programs to enable our people to continually develop their professional capabilities. We also offer flexibility to ensure employees enjoy a work/life balance.
Committed to a sustainable futureIDP is committed to building sustainable futures and improving the lives of our customers and our people. We have in place a range of partnerships which aim to support the environment and empower communities where we operate. Company’s visionIDP’s vision is to build a global platform and connected community to guide international students along their journey to achieve their lifelong learning and career aspirations.
Company’s values Our brand values have been developed through comprehensive research and align with our customers’ expectations. Our commitment to these values enable our teams to have an impact on the outstanding service we deliver.
IntegrityWe continually strive to earn the trust of our customers, colleagues, clients and business partners by upholding the highest levels of personal integrity and providing a working environment built on respect, openness and transparency. QualityWe provide the highest level of quality in the advice and counselling we offer, with our priority always being the best outcomes for our customers in each of our businesses. ExpertiseOur expertise in our field enables us to provide detailed and current information.
We pride ourselves on being knowledgeable and continually learning to ensure we are constantly evolving our services to meet the needs of our customers. Caring We recognise that each customer is an individual, so we listen and act with humility and empathy to tailor a solution that delivers the best possible outcome.Community
We recognise that IDP operates within both local and global education communities. We strive to ensure that our operations contribute to enhancing the quality of life in those communities. Code of conduct
Our Code of Conduct sets out the principles to guide all employees in how we conduct business on behalf of IDP and expectations of our professional behaviour. The Code applies to everyone who conducts business on behalf of IDP.Application Support Analyst – Student Placement Integrated C4C platform
Location: IDP Digital Campus, Chennai, IndiaReports To: Senior Technical/Functional SpecialistBusiness Unit: Digital Technology ServicesDate: May 2023Position PurposeThis position will support IDP Student Placement SAP C4C (Sales & Service) solution for–Incident management, problem solving and any issues on the integrated platform with external systems (SAP, y
Marketing and Integration middleware). Full ownership of incident and problem management relating to the underlying Network Infrastructure supporting the CRM Solution built and deployed for IDP. This position will have a close working relationship with the SAP C4C Technical/Functional Specialist.
ResponsibilityDelight our customers by delivering prompt, professional and thorough solutions to their IT needs consistent with the demands of our growing business. Taking an end-to-end approach to service management following through on service delivery through the Technology and other related resolver teams. Monitoring current SAP C4C solution via integration, application, and network dashboards.
Interrogating and understanding data produced from the monitoring dashboard tools. Continual Service Improvement and recommendations based on lessons learnt through incident and problem management, and system monitoring. Triage Incident Management on level 2 support, troubleshoot problem management using the ITIL framework.
Support the SAP C4C Technical/Functional Specialist for product enhancements, implementations, unit testing and coordination of changes to the SAP C4C Sales & Service cloud platform, as required for system configuration, business logic, routing rules and all UI changes and any integration related components/services. Perform data analysis, reporting and data management (like Import/Export/Audit etc) using the native application features. Collaborate with the System Administrator, Architects, Developers, and cross-functional teams across IDP’s integrated landscape.
Support in maintaining existing technical documentations. Liaison with Third party vendors, partners and suppliers including SAP AMSCreating of monthly service level performance reports, and any other reports required
Provides off hours (on-call) support as it relates to IT functional area.RelationshipsInternalDigital Campus Technical and Operations team
Student Placement Business Operations team
Student placement Marketing team
Student placement Tech & Development teamsIDP Network teamExternalThird party vendors, partners and suppliers including SAP AMSPersonal SpecificationEssential RequirementsBachelor’s degree or relevant professional engineering qualification with major in information technology, computer science, information science, computer systems analysis, or a related field.3 years of professional experience with minimum 1 years of experience in SaaS/Cloud based application like SAP C4C, Salesforce, Microsoft Dynamics, Zendesk etc. Knowledge and experience in effectively working with the ITIL framework. Ability to effectively articulate technical challenges and solutions
Experience in supporting customers around the globe and willing to work in shift hours.Personal profile: analytical, inquisitive, service and team-oriented, friendly demeanor adopter.Desirable RequirementsExposure to SAP Cloud products namely C4C, SAP Hybris Marketing and middleware support using SCPI, AWS, IBM Sterling or relevant in the market.Experience with complex data integration
Experience with network and application monitoring tools
Any SaaS/Cloud application Administrator certification is a plus.
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