Application Support Consultant

JR United Kingdom; Chester; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading company in the UK seeks an Application Support Consultant to ensure performance and support for their UMAX software solution. The role demands a strong focus on client relationships, problem-solving, and proactive service delivery to enhance user experience. Ideal candidates will have 2-3 years in application support, knowledge of ERP systems, and excellent communication skills.

Qualifications

• Min. 2-3 years experience in an Application support role.
• Knowledge of a business application (ERP) is a MUST.
• Fluent in English with excellent oral & written communication skills.

Responsibilities

• Ensure stability, performance, upkeep, and support of UMAX functionalities.
• Perform root cause analyses for recurring issues and propose improvements.
• Lead knowledge-sharing and training initiatives to strengthen client capabilities.

Skills

Customer focus

Problem-solving

Analytical skills

Education

Experience in Application Support

Knowledge of business applications (ERP)

MS Dynamics AX or D365 experience

Job description

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There’s a saying at Itineris: Together goes a long way. And we live by that. Whether your job is translating our customers’ needs into the best software, selling, coding, or keeping our business running smoothly, we’re united by the same mission: growing our company and delivering innovative software that empowers energy and water utilities to engage better with their customers.

What you will work on

As our Application Support Consultant, you will play a key role in ensuring the stability, performance, upkeep and support on all UMAX functionalities for our UK customers.

In this role, you not only develop a strong professional relationship with our clients, but also quickly learn all ins & outs of our UMAX application, which will enable you to become a functional expert. The role will be based in the UK (on site & remote).

You will be part of the Service Delivery Team. This team provides 2nd & 3rd line functional and technical support to our customers after their go live. The Team is responsible for Application Management, Support and Maintenance, and for the overall satisfaction of end users about the UMAX functionalities. Your role will focus on proactively managing the UMAX application environment - minimising disruptions, identifying recurring issues, recommending process improvements, and actively engaging with key users to optimize their experience. You will help ensure high availability, fast response times, and seamless user interaction with the platform.

UMAX is the brand name of our software solution for water and energy utilities. It automates their business processes and enables them to better engage with their customers. UMAX is a cloud-based solution, built on the powerful Microsoft Dynamics 365 platform.

• Identify and prevent issues before they escalate
• Perform root cause analyses for recurring issues and propose improvements to eliminate them
• Maintain close, proactive communication with key users to gather feedback and identify pain points or optimisation opportunities
• Own your own development through the various Learning modules and information made available
• Treat Records initiated by the Customer (key users):
• Incidents/bug fixes: diagnose and solve the problem or in case adjustments must be made (incl. development, testing and deployment), give status updates to the customer, follow up & close the incident.
• Functional changes (prioritized by the customer): perform impact analysis (in time, money – in case of an RFC - and other Impact), determine which functional changes are recorded to which sprint backlog and (after approval of the customer) realize the functional change.
• Ensure a professional and proactive approach to service delivery, aiming to go above and beyond just supporting customers.
• Participate in project and implementation activity to support the service readiness ahead of go live.
• Respect all agreements between Itineris and the Customer, as set in the Service Level Agreement (SLA) document.
• Lead knowledge-sharing and training initiatives to strengthen client and internal team capabilities.
• Take part in project related activities as required.
• Participate in the outside business hours standby schedule to ensure the resolution of incidents.
• When functional questions arise, bridge between the client’s organization and the Itineris Operations team.

What you bring

• Strong interest in functional business processes.
• Min. 2-3 years previous experience in an Application support role, including management of incidents/major incidents and RCAs.
• Knowledge of a business application (ERP) is a MUST.
• MS Dynamics AX or D365 experience is a plus.
• Strong customer focus, is quality driven and proactive.
• Client facing experience.
• In-depth analytical and problem-solving skills.
• Quick learner – and eager to learn.
• Result-oriented and responsible (= takes ownership).
• Team player with a flexible attitude.
• Fluent in English, with excellent oral & written communication skills.
• Willing to travel 3 days per week to the client's premises (Reading).
• UK residents with RTW only! (we do not offer sponsorships).