Application Support Analyst

Salary: £30,000 to £35,000
 

The person we are looking for will play an integral part of the support process for our company working and assisting members of the team and supporting our clinical software suite across all customers. The key to success in this role is having the ability to work as part of a team and independently where appropriate. Ability to prioritise work with strong troubleshooting skills are a must.

Our team provide support for the configuration and use of company products. The support team consists of 1st, 2nd and 3rd line support with some additional responsibility for managing and assisting with technical deployments and upgrades and we are looking for someone to play an integral role in our team supporting our clinical software suite across all customers.

The Support Analyst role will work as part of the team that supports our clinical products.

The post-holder will be in direct contact with customers on a regular basis and will be responsible for ensuring customers issues are investigated, updated, and managed within SLA. The remit of this role will include working across teams consisting of developers, product managers, technical support, and software engineers. The key to success in this role is having the ability to work as part of a team and independently where appropriate; the ability to prioritise work with strong troubleshooting skills are a must.

Skills and Experience:

Mandatory Skills:

The post holder must have knowledge / experience of:

·         Working on a service desk

·         Working with remote desktop software

·         Knowledge of JSON / XML payloads for APIs

·         Microsoft SQL Database Administration knowledge and experience

·         Good understanding of Web Services and technology such as IIS

·         Technical operations and technical troubleshooting

·         Excellent ability to communicate effectively with all levels of technical, non-technical, and NHS staff

·         Ability to organise and co-ordinate areas of work for yourself and others

·         A passion for Supporting software applications and a willingness to share knowledge with others.

·         Writing technical documentation and knowledgebase articles

·         ITIL Foundation qualification or experience of working within an ITIL Service framework

Desirable Skills

·         It is desirable for the post-holder to have knowledge / experience of:

·         Working within a software development company

·         Advanced Microsoft SQL server including stored procedure, schemas, and functions

·         HL7 Interface messaging

·         Agile software development

·         JIRA and Confluence

·         Software testing

·         iOS

·         Cloud-based solutions such as Microsoft Azure

 The post-holder must have the following skills:

·         An understanding of SLAs and their importance

·         Ability to organise and co-ordinate areas of work for yourself and others

·         Strong relationship building, influencing, and negotiating skills

·         Strong written & verbal communication and interpersonal skills

·         Excellent customer relationship skills

 Duties and Responsibilities:

·         Manage the support of customer issues using the company ITSM tool, JIRA

·         Investigate incidents related to the products which may require the use of Microsoft SQL skills to obtain resolution

·         Use initiative to process and prioritise faults according to incident type and in line with SLA

·         Correctly assign calls to resolver groups or individuals in line with process in a timely manner

·         Author knowledgebase articles for both internal staff and customers

·         Use of strong analytical skills that include the ability to think critically, analyse data, make difficult decisions, and solve complex problems

·         Be involved in the regular running of data fixes

·         As required apply environment configuration or localisation settings

·         Ensure technical documentation is up to date

·         Ensure ITIL process is followed for all incidents

·         Ensure all time spent is accurately logged on the Service Desk system

·         Attend meetings as required, these may be in other offices from time to time

Job Title: Support Analyst
Location: Homebased – the client has offices in Cheshire, Warwickshire, Nottinghamshire and Kent – you should expect to attend office-based meetings occasionally for which you will be able to claim travel expenses
Salary: £30,000 to £35,000
Job Type: Permanent
Job Reference: LH10440

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