2nd Tier Analyst / Systems Administrator

ZipRecruiter; England; Hybrid; GBP 32,000 - 40,000; Full time

Job summary

Join a leading GovTech company as a 2nd Tier Analyst / Systems Administrator, where you'll support and optimize critical systems. This hybrid role in Cambridge offers a competitive salary and a collaborative environment, with a focus on diversity and inclusion. You'll work with customers and internal teams to enhance our Salesforce-based products.

Benefits

Private Medical Insurance

Life Assurance

Pension

Volunteering Days

Health & Wellbeing benefits

Social activities

Qualifications

• Experience with web applications and data models.
• Excellent customer service and communication skills.
• Self-motivated with strong organizational skills.

Responsibilities

• Resolve inbound support tickets and coordinate proactive maintenance.
• Coach team members and produce training materials.
• Identify process improvements based on customer feedback.

Skills

Customer service

Communication

Organization

Adaptability

Data analysis

Education

Experience configuring or developing web applications

Understanding of data models and security models

Tools

Salesforce

Jira

Trello

AWS

Azure

Job description

Job Description

Advance Your Career as a 2nd Tier Analyst / Systems Administrator!

Join a dynamic and collaborative team where you'll play a key role in supporting and optimising critical systems and infrastructure. This hybrid role is based in Cambridge or is home-based with occasional travel, offering a competitive salary of £32,000–£40,000 DOE.

About Us:

We are a fast-growing and successful GovTech company. We are dynamic and forward-thinking, with great ambition. You will have the chance to share your knowledge and make your presence felt. With our people at the core of everything we do, we don’t want people to ‘fit in’, and diversity is essential to creativity. We want people to thrive in our open and collaborative environment and be an integral part of our close-knit team.

So, if you are looking for something more than ‘just a job’, you are in the right place. We offer benefits including Private Medical Insurance, Life Assurance, Pension, Volunteering Days, Health & Wellbeing benefits, and social activities.

If this all appeals and you have the ambition to match ours, then read on!

The Job Role

As a 2nd Tier Analyst / Systems Administrator, you will work directly with customers, third parties, and internal teams to support our products built on the Salesforce platform.

The 2nd Tier Support Analyst / Systems Administrator will handle support tickets escalated from 1st line support, identify root causes, make necessary adjustments, and communicate clearly with customers throughout the ticket lifecycle.

Key Responsibilities:

• Providing prompt resolution to inbound support tickets or assigning them to appropriate resources or queues.
• Coordinating and executing proactive maintenance in collaboration with the team.
• Coaching team members and producing training materials and diagrams where appropriate.
• Adjusting system configurations, security models, and document templates as required by customers.
• Assisting with product installations, upgrades, patches, testing, and promoting changes from non-production to production environments.
• Working with project teams to develop documentation and configuration templates, ensuring all work is well documented for team use.
• Identifying ways to improve processes and products by analyzing customer feedback and proposing solutions, potentially influencing product development.

Is This You?

Requirements:

• Experience configuring or developing web applications.
• Understanding of data models, security models, and workflows.
• Knowledge of ticketing systems such as Salesforce Case, Jira, or Trello, and their support workflows.
• Understanding application architecture principles and experience with design processes.
• Excellent customer service skills and experience working with internal and external stakeholders.
• Strong verbal and written communication skills.
• Highly organized and adaptable to change.
• Self-motivated, eager to learn new technologies, and capable of leading initiatives when needed.

Desired Skills and Experience:

• Experience with data analysis and migration.
• Salesforce experience, including both declarative and programmatic aspects.
• Experience with cloud services like AWS or Azure.
• Knowledge of the UK public sector structure and roles.
• Commercial awareness regarding support scope and chargeability.

How to Apply

If interested, please click on the link provided to be redirected to our website to complete your application.

Equal Opportunities Statement

We are committed to maintaining an inclusive, respectful, and harassment-free workplace. We provide equal employment opportunities based on merit and ability, fostering an environment where everyone feels valued and respected.