Application Support Analyst

TN United Kingdom; Basildon; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Support Analyst to enhance their clinical software support team. In this pivotal role, you will engage directly with customers, ensuring their issues are effectively managed and resolved within SLA. Your analytical skills will be crucial as you troubleshoot complex problems and collaborate with cross-functional teams, including developers and product managers. This position offers a unique opportunity to contribute to a dynamic environment where your expertise in ITIL processes and technical documentation will be highly valued. Join a forward-thinking company that prioritizes innovation and customer satisfaction, and take your career to the next level.

Qualifications

• Experience with remote desktop software and Microsoft SQL.
• Knowledge of JSON/XML for APIs and ITIL framework.

Responsibilities

• Manage customer issues using ITSM tool, JIRA.
• Investigate incidents and ensure SLA compliance.
• Author knowledgebase articles for internal and external use.

Skills

Remote Desktop Software

JSON/XML Payloads for APIs

Microsoft SQL Database Administration

Web Services and IIS

Technical Troubleshooting

Effective Communication

Organizational Skills

Technical Documentation Writing

ITIL Foundation Knowledge

Customer Service

Education

ITIL Foundation Qualification

Tools

JIRA

Confluence

Microsoft SQL Server

Job description

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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 necessary.

The Support Analyst role will provide support to the service desks and will work as part of a 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.

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.
• 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 System C offices from time to time.
• Management assistant, assisting the manager in organising, planning, and implementing strategy.
• Participate in out of hours on call rota.

Skills and Experience:

Mandatory Skills:

The post holder must have knowledge / experience of:

• 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.
• 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.
• Writing technical documentation and knowledgebase articles.
• ITIL Foundation qualification or experience of working within an ITIL Service framework.
• Monitoring releases and updating outstanding issues affected by them.
• Managing incoming enquires (calls/emails) and first line support tickets.
• Providing good customer service, manage expectations.
• Troubleshooting/replicating.
• Identifying issues for escalation.
• An understanding of SLAs and their importance.
• Strong relationship building, influencing, and negotiating skills.
• Strong written & verbal communication and interpersonal 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.
• Knowledge of HL7 Interface messaging.
• JIRA and Confluence.
• Software testing.
• iOS.
• Cloud-based solutions such as Microsoft Azure.