Application Support Analyst

System C; Liverpool; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking an Application Support Analyst to enhance their clinical software suite. This role is pivotal in providing exceptional support to customers while collaborating with developers and technical teams. You will manage customer issues, prioritize incidents, and ensure timely resolutions, all while adhering to ITIL practices. If you have a knack for problem-solving, strong communication skills, and a supportive attitude towards software applications, this opportunity offers a dynamic environment where your contributions will directly impact the quality of service provided to clients. Join a forward-thinking company that values teamwork and innovation.

Qualifications

• Experience working on a service desk with strong troubleshooting skills.
• Proficiency in Microsoft SQL and knowledge of JSON/XML for APIs.

Responsibilities

• Manage customer issues using JIRA and investigate incidents.
• Collaborate with developers and maintain technical documentation.

Skills

Service Desk Experience

Technical Troubleshooting

Microsoft SQL Database Administration

Effective Communication

ITIL Foundation Certification

Customer Service Skills

Problem-Solving Skills

Knowledge of JSON/XML

Tools

JIRA

Confluence

Remote Desktop Software

Job description

System C Liverpool, England, United Kingdom

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System C Liverpool, England, United Kingdom

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Description

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

The Support Analyst will provide support to the service desks and work as part of a team supporting our clinical products. The role involves direct contact with customers, ensuring issues are investigated, updated, and managed within SLA. It includes collaboration with developers, product managers, technical support, and software engineers.

Responsibilities

• Manage customer issues using the company ITSM tool, JIRA.
• Investigate incidents related to products, potentially requiring Microsoft SQL skills.
• Prioritize faults according to incident type and SLA.
• Assign calls to resolver groups or individuals promptly.
• Author knowledgebase articles for internal staff and customers.
• Utilize analytical skills to think critically, analyze data, and solve complex problems.
• Participate in regular data fixes and apply environment configurations as needed.
• Maintain up-to-date technical documentation.
• Follow ITIL processes for incident management.
• Accurately log all time spent on the Service Desk system.
• Attend meetings, possibly at other System C offices.
• Assist management in organizing and planning strategies.
• Participate in out-of-hours on-call rotation.

Mandatory Skills and Experience

• Experience working on a service desk.
• Proficiency with remote desktop software.
• Knowledge of JSON/XML payloads for APIs.
• Microsoft SQL Database Administration experience.
• Understanding of Web Services and IIS.
• Technical troubleshooting skills.
• Effective communication skills across technical and non-technical audiences.
• Ability to organize and coordinate work.
• Supportive attitude towards software applications and knowledge sharing.
• Experience in writing technical documentation and knowledgebase articles.
• ITIL Foundation certification or experience within an ITIL framework.
• Experience monitoring releases and managing support tickets.
• Customer service skills, managing expectations, providing user guidance.
• Problem-solving skills including troubleshooting and escalation.
• Understanding of SLAs, relationship building, and negotiation skills.

Desirable Skills

• Experience within a software development environment.
• Advanced Microsoft SQL Server skills including stored procedures, schemas, and functions.
• Knowledge of HL7 messaging.
• Experience with Agile development.
• Familiarity with JIRA and Confluence.
• Software testing experience.
• iOS knowledge.
• Experience with cloud solutions like Microsoft Azure.

Additional Details

• Seniority level: Associate
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and IT Consulting