Application Support Analyst

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

Job summary

An established industry player is seeking a dedicated Support Analyst to enhance their clinical software support process. In this pivotal role, you will collaborate with a diverse team, ensuring customer issues are resolved efficiently and effectively. Your strong troubleshooting skills and ability to work independently will be key to your success. This role offers the opportunity to engage directly with customers, manage support tickets, and contribute to a culture of continuous improvement. If you are passionate about software support and thrive in a dynamic environment, this position is perfect for you.

Qualifications

• Experience in writing technical documentation and knowledgebase articles.
• Knowledge of ITIL processes and frameworks.
• Strong troubleshooting and analytical skills.

Responsibilities

• Manage customer support issues using the ITSM tool, JIRA.
• Investigate incidents and prioritize faults according to SLA.
• Author knowledgebase articles for staff and customers.

Skills

Remote Desktop Software

JSON / XML Payloads

Microsoft SQL Database Administration

Web Services and IIS

Technical Operations and Troubleshooting

Effective Communication

Organizational Skills

Technical Documentation Writing

ITIL Foundation

Customer Service

Education

ITIL Foundation Qualification

Tools

JIRA

Confluence

Microsoft Azure

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 customer issues are investigated, updated, and managed within SLA. The remit of this role includes 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 strong analytical skills, including the ability to think critically.
• Analyse data, make difficult decisions, and solve complex problems.
• Be involved in the regular running of data fixes.
• Apply environment configuration or localisation settings as required.
• Ensure technical documentation is up to date.
• Ensure ITIL processes are followed for all incidents.
• Ensure all time spent is accurately logged on the Service Desk system.
• Attend meetings as required, which may be in other System C offices from time to time.
• Assist management in organising, planning, and implementing strategy.
• Participate in out-of-hours on-call rota.

Skills and Experience:

Mandatory Skills:

• Experience 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 troubleshooting skills.
• Effective communication skills with technical and non-technical audiences.
• Ability to organise and coordinate work for yourself and others.
• A passion for supporting software applications and sharing knowledge.
• Experience in writing technical documentation and knowledgebase articles.
• ITIL Foundation qualification or experience working within an ITIL Service framework.
• Experience monitoring releases and updating related issues.
• Managing incoming inquiries (calls/emails) and first-line support tickets.
• Providing excellent customer service and managing expectations.
• Troubleshooting and replicating issues.
• Identifying issues for escalation.
• Understanding of SLAs and their importance.
• Strong relationship-building, influencing, and negotiating skills.
• Excellent written, verbal, and interpersonal communication skills.

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

• Working within a software development company.
• Advanced Microsoft SQL Server skills, including stored procedures, schemas, and functions.
• Knowledge of HL7 Interface messaging.
• Experience with JIRA and Confluence.
• Software testing experience.
• iOS platform knowledge.
• Experience with cloud-based solutions such as Microsoft Azure.