Imtiyaz Ibrahim

As Senior Application Support Analyst, I provide L2 & L3 support for Maconomy Finance
and Accounting, day to day issues as well as being the Subject Matter Expert (SME) for all
issues related to Maconomy onshore/offshore & production support.
• Supporting 600+ users in the UK and Europe, and 800+ users in India, ensuring
seamless operations and high-quality support across multiple regions by providing
L3 production support for Maconomy ERP across UK, Europe and offshore teams.
• Maintained 98% + SLA compliance by resolving 30 - 40 support tickets daily
across critical ERP systems supporting 600+ users, using the ServiceNow ticketing
system.
• Delivering pre-defined Power BI reports/Dashboards for managers, directors, and
team heads, enabling data-driven decision-making.
• Successfully supported the migration of the Maconomy application from desktop
to web client version, improving accessibility and user experience by performing
system testing, data migration validation and support user acceptance Testing
(UAT). Post-go-live providing support and drive continuous improvement
initiatives.
• Managed the upgrade of a resource management tool from version 4.5 to 4.8,
including group training sessions for staff and managers to ensure smooth
adoption.
• Provide expert support and leadership for Maconomy ERP, EBI reporting, and
web/mobile interfaces, supporting the E&A (Europe and Asia) Groups business
goals and ERP Finance modules.
• Coordinating with other departments and have an in depth understanding on
Chart of Accounts, General Ledger(G/L), Accounts Payable (AP), Accounts
Receivable (AR), Asset Accounting, Treasury Management, HR and Finance.
• Assisting in onboarding new staffs and contractors, including training and account
setup.
• Escalating unresolved queries on ServiceNow (ticketing system) in accordance
with current policies and procedures to third party i.e. Deltek

In my role as an Application Support Officer, I have provided dedicated technical support
for key corporate business and directorate applications, with particular emphasis on
Mosaic—a widely used third-party Customer Relationship Management (CRM) application
used by UK Councils.
• Provided technical support for key business applications, focusing on Mosaic CRM.
• Facilitated incident recovery, documented resolutions, and ensured business
continuity.
• Led cross-functional projects, managed data quality, and supported migrations
from vFire to HALO (Azure).
• Part of Data migration team for moving application from Mosaic to Liquid Logic,
focusing on data deduplication and updates, Incident and Problem management.

As an Application Specialist, we support our clients on companys bespoke application
(talentsource), an inhouse recruitment platform, run and managed by Robert Walters Ltd.
• Supported clients on the companys bespoke recruitment software (talentsource);
vendor management software.
• Provided BAU support, managed customer calls/emails, and ensured SLA
compliance.
• Executed SQL queries, managed data in Excel, and produced reports for hiring
managers and finance.
• Trained clients as global support and authored user manuals.
• Managing testing cycles (SIT & UAT), troubleshooting issues, coordinating with
vendors for bug resolution and enhancement delivery.

Being a 1st line support on Field glass SAP (online web Database Application/CRM) to our
client i.e. Balfour Beatty, I provide them production support as well as delivering remote
installation, troubleshooting and training sessions.
• Delivered 1st line support for Fieldglass SAP (online web database/CRM) to Balfour
Beatty.
• Provided remote installation, troubleshooting, and training.
• Managed compliance audits, payroll queries, and hosted training webinars for
hiring managers.