Tel: 01908 500810
Tel: 01908 500810

Graduate Application Support Specialist

2019-09-06 09:44:072019-10-03 Wilde Associates
Job Type Permanent
Area Canterbury, United Kingdom
Sector IT
Start Date
Job Ref LH9724

Salary: commencing £24,000.00

Summary of the role
Part of a Product team including product specialists/designers & project managers working across the clinical & social product set to support our customers in their use of our software toolkit. The role will also involve gathering requirements and produce functional design specifications. Working in an evolving agile development environment it will mean participating in a variety of activities throughout the product lifecycle. Works with the Product owner, UX designers, Developers, QA, & Deployment to ensure service delivery to customers in line with internal and external SLA’s.
  • Degree in business or IT related subject
  • Experience of working as part of a Service Delivery Team or Service Desk would be beneficial.
  • Willingness to train to achieve additional vocational qualifications
Person Specification / Experience / Understanding of some or all of the following is required;
  • Working in a problem solving environment
  • Being part of a structured team in an agile environment
  • ITIL and quality assurance principles with the willingness to train if required
  • Need for requirements analysis and creation of solution specifications;
  • Good customer facing skills and working with multidisciplinary teams and forming good business relationships.
  • I.T Technical understanding
Knowledge and Skills
Strong decision making, negotiation and analytical skills;
Understanding of current UK health care and/or Social Care sectors
Thorough understanding of trends in IT adoption, application and benefits;
Ability to manage and collaborate with internal and external customers;
Strong organizational skills;
Excellent verbal and written communications;
Competent user of MS office applications and requirement gathering, documentation and management tools.
Principal Responsibilities
Working as a member of a small but dynamic team of product specialists & designers, with varying backgrounds and specialist areas of expertise, who are producing innovative mobile applications and software toolkits. Key requirements will be supporting the components of our product set through issue management and problem resolution.
Building and adapting applications using the solution toolkits provided, through iterative design methodologies and working close with client (e.g. Clinical) teams
Meeting internal Operational Level Agreements as well as Customer Service Level Agreements to maintain excellent Customer Service across a range of live deployments
Providing Testing or Problem solving support to Development and Deployment Teams for new functionality or in troubleshooting new issues
Solution roll-out support including customer education, onsite support, sales support, etc.
Producing ddocumentation for Known Error Databases, FAQ’s, and Release Notes
Development of User Guides, Technical WIKI’s and resources to support internal and external teams
Assistance with securing Customer sign-off of requirements and participating in usability testing studies as required Servic
Analysing and documenting workflow in support of requirements analysis and functional design, identifying and estimating benefits of alternative workflow adoption;
Writing requirements for new solutions, enhancements and defect corrections;
Working with stakeholders e.g. Development, Designers & Customers in the evolution and validation of the solutions;
Analysing and defining product changes needed to support integration with aligned 3rd party products and or complementary solutions;
Analysing market needs as identified by product management & researching available and new technologies to assess benefits and feasibility of use
Research business and functional trends to identify product opportunities to help inform product roadmaps
Day to day running of the Service Desk:
Utilise service desk tool to prioritise and manage incoming support queries.
Work with internal teams to triage and investigate issues and work with Product Management on the scheduling and prioritisation of resolutions.
Manage customer expectations and communicate service desk updates in a clear and professional manner.
Participate in stakeholder forums (internal and external) as required to support needs analysis, workflow and design reviews and product reviews. This will involve presenting workflow design, product/design walk through and benefits identification/estimation.
Utilise structured requirements analysis/design methods and processes to ensure efficient and effective delivery for software developments in an Agile environment. In conjunction with the Product owner review existing processes and procedures to improve consistency, quality and productivity. Participate in team review processes for internal quality assurance of requirements and designs.
Ensure knowledge sharing within the team, maintaining collective domain and product knowledge and ensure flexibility within the team.
Ensure requirements and designs meet applicable standards and regulatory requirements and are adaptable and flexible to enable compliance with National Government requirements
Provide Deployment Support as necessary, reviewing requests for change and undertaking detailed analysis and design where necessary.
Problem solving approach
Risk assessment
Crisis aversion;
Time management
Energy and motivation
Positive under pressure
Results driven
Team player

Vacancy No: LH9724
Graduate Application Support Specialist
Location: Canterbury
Salary: commencing £24,000.00
Wilde Associates is working in the capacity of an Employment Agency for this vacancy.
Apply Later
Sign in
Similar Jobs
  • Graduate Software Engineer
    United Kingdom, Warwickshire, Stratford Upon Avon

    Salary:£25,000 starting salary + excellent benefits

    Role Summary:
    This role is part of a small expert support team who support and maintain a market leading clinical system. As a member of the team the person will have the opportunity to utilise thei...
  • Graduate Software Developer – BI
    United Kingdom, Cheshire, Warrington

    Salary: £25,000 starting salary, £26,000 after 6 months, £27,500 after 1 years’ service, £30,000 after 2 years’ service + other benefits

    Are you excited by problem solving algorithms and transforming data? If you are, this may be the pe...
  • Automation Tester
    United Kingdom, Hertfordshire, Borehamwood

    Salary:£25,000 to £35,000  + benefits

    If you’re looking for an exciting role where you can share your ideas within a social and friendly work environment whilst vastly increase your business skills and knowledge at the same time, this is the role for you...
Email Me Jobs Like This
Subscribed to similar jobs notifications
We use cookies to provide you with the best possible browsing experience on our website. You can find out more below.
Cookies are small text files that can be used by websites to make a user's experience more efficient. The law states that we can store cookies on your device if they are strictly necessary for the operation of this site. For all other types of cookies we need your permission. This site uses different types of cookies. Some cookies are placed by third party services that appear on our pages.
Necessary cookies help make a website usable by enabling basic functions like page navigation and access to secure areas of the website. The website cannot function properly without these cookies.
ResolutionUsed to ensure the correct version of the site is displayed to your device.
SessionUsed to track your user session on our website.
Statistic cookies help website owners to understand how visitors interact with websites by collecting and reporting information anonymously.
Google AnalyticsGoogle Analytics is an analytics tool to measure website, app, digital and offline data to gain user insights.
Google Tag Manager

More Details