Data Ops Application Support Analyst

ESG; Euxton; Hybrid; GBP 28,000 - 38,000; Full time

Job summary

ESG, a Chorley-based software and services company, is seeking an Application Support Analyst to provide second-line support for the CRM/Billing platform. The role is hybrid, with initial in-office training, and reports to the Service Operations department.

You will handle incidents, investigate billing issues, and work with engineering to resolve defects, while ensuring clear communication with non-technical stakeholders. A strong focus on reliability and service quality is essential.

Qualifications

• Experience in application support and functional support.
• Experience with complex energy billing platforms and billing data.
• Strong customer support and communication skills.
• Experience working with SQL databases.
• Attention to detail and analytical problem-solving skills.
• Familiarity with ticketing or incident-management tools.

Responsibilities

• Provide second-line support for CRM / Billing system incidents and queries.
• Investigate and resolve billing issues, tariffs, contracts and pricing.
• Perform data fixes using SQL and internal tools.
• Escalate defects with clear reproduction steps.
• Document problems and resolutions for future reference.
• Support knowledge transfer and continuous improvement of billing processes.

Skills

Application support

SQL databases

Customer service

Problem solving

Communication

Ticketing systems

Tools

PowerShell

AWS

Grafana

MySQL

Job description

Summary

We are an innovative and market leading software & services company based in Chorley serving clients in the utility sector ranging from new entrants to large existing suppliers. We deliver sophisticated software solutions and managed services in a Private Cloud infrastructure, servicing both traditional and modern real-time, smart energy clients

Job Description

Department: Service Operations

Reports To: App Support Lead

Work Location: Chorley - Hybrid

Hours of Work: 37.5

Position Type: Full-Time

Rate Type: Salary

Grade: 4

Summary

We are an innovative and market leading software & services company based in Chorley serving clients in the utility sector ranging from new entrants to large existing suppliers. We deliver sophisticated software solutions and managed services in a Private Cloud infrastructure, servicing both traditional and modern real-time, smart energy clients

We operate a Hybrid working policy so you will be able to flex between working in the office and your home location to carry out this role, but during your initial training period the need to be in office with other team members will be essential.

The Application Support analyst will be responsible providing second line functional support for the organisation's billing/CRM platform

Position Responsibilities

• Provide second line support for CRM / Billing system incidents and queries
• Investigate and resolve a wide range of issues including but not limited to:
• Billing issues/errors in Billing
• Pricing, tariffs and contracts
• Billing exceptions, adjustments and discrepancies
• Operational processes within the CRM / Billing system
• Perform complex data fixes both individually and in bulk using SQL and or internal tools taking ownership of issues where necessary
• Determine root cause by distinguishing between process errors, data issues, configuration issues and system defects
• Escalate defects or complex issues to the Product Owners and engineering team using JIRA with clear impact assessment, supporting evidence & reproduction steps
• Identify recurring issues and contribute to problem management activities
• Support in ticket review and analysis, supporting 1st line resolution of repeatable fixes
• Work with other members of staff to ensure transfer of knowledge and understanding of problems, practices and processes
• Act as a key point of contact for operations, engineering and client facing teams
• Clearly explain billing outcomes and system behaviour to non-technical stakeholders
• Support complex client queries requiring in-depth system or process understanding
• Take ownership of incidents through to resolution, providing clear updates to the client on the help desk tickets
• Document problems and resolutions for future reference
• Understand the importance of change control and work within a formal change control system
• Understand the importance of quality control, to comply with all relevant standards and procedures and participate in quality assurance and control activities
• Support continuous improvement of billing processes and system usages
• Broader Application Support activities as and when required

About You

• Knowledge and experience in application support & functional support
• Knowledge and experience of working with complex energy billing platforms, billing data and operational processes
• Knowledge and experience of Customer Support
• Knowledge and experience of SQL Databases
• Strong attention to detail
• Strong problem solving and analytical skills
• Excellent written and oral communications
• Excellent Customer Service skills including Customer-Facing activity
• Experience working with ticketing or incident management tools

Desirable

• PowerShell
• AWS
• Argo
• MySQL
• Grafana
• ITIL Knowledge
• Energy industry knowledge including complex billing

Able to demonstrate ESGs key values of

• Excellence: be accountable to deliver our best
• Passion: show how much we care each day
• Integrity: do the right thing when no one is looking
• Collaboration: work together to succeed together

ISO AWARENESS

• Follow IMS Policies
• Reporting of Incidents
• ISO Responsibilities
• ISO Staff Awareness

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