Application Support Analyst

System C; Stratford-upon-Avon; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in IT Services and Consulting is seeking an Application Support Analyst to join their team. This role involves providing support for clinical software, managing customer issues, and collaborating with various teams to ensure service excellence. Candidates should have a strong background in service desk operations, technical troubleshooting, and excellent communication skills. A passion for supporting software applications and sharing knowledge is essential for success in this position.

Qualifications

• Experience working on a service desk.
• Proficiency with remote desktop software.
• Knowledge of JSON/XML payloads for APIs.

Responsibilities

• Manage customer issues using the company's ITSM tool, JIRA.
• Investigate incidents related to products, possibly requiring Microsoft SQL.
• Write knowledgebase articles for internal staff and customers.

Skills

Technical troubleshooting

Effective communication

Customer service skills

Analytical skills

Education

ITIL Foundation qualification

Tools

JIRA

Microsoft SQL

Remote desktop software

Job description

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Description

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

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. The role collaborates with developers, product managers, technical support, and software engineers.

Duties and Responsibilities

• Manage customer issues using the company's ITSM tool, JIRA.
• Investigate incidents related to products, possibly requiring Microsoft SQL.
• Prioritize faults according to incident type and SLA.
• Assign calls to resolver groups or individuals promptly.
• Write knowledgebase articles for internal staff and customers.
• Apply analytical skills to think critically and solve complex problems.
• Participate in data fixes and configure environments as needed.
• Maintain up-to-date technical documentation.
• Follow ITIL processes for incident management.
• Log all time accurately in 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 rota.

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 and operations skills.
• Effective communication with technical and non-technical staff.
• Ability to organize and coordinate work.
• Passion for supporting software applications and sharing knowledge.
• Experience writing technical documentation and knowledgebase articles.
• ITIL Foundation qualification or experience.
• Experience managing releases and updates.
• Customer service skills, managing expectations, troubleshooting, and escalation.
• Strong relationship-building, influencing, and negotiating skills.
• Excellent written and verbal communication skills.

Desirable Skills

• Experience in a software development company.
• Advanced Microsoft SQL Server skills.
• Knowledge of HL7 messaging.
• Experience with Agile development, JIRA, Confluence, and software testing.
• Knowledge of iOS and cloud solutions like Microsoft Azure.

Additional Details

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