Application Support Specialist

1 month ago

Richmond North Yorkshire, United Kingdom RX Global Full time

About our Team
RX is in the business of building businesses for individuals, communities and organizations. We elevate the power of face-to-face events by combining data and digital products to help customers learn about markets, source products and complete transactions at over 400 events in 22 countries across 43 industry sectors. RX is passionate about making a positive impact on society and is fully committed to creating an inclusive work environment for all our people.

RX is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers.


About the Role

This position is responsible for the Technical Support of Digital technologies within our Global Technology Operations Team.

As part of the Applications team, this role serves as an escalation point for Application/Technical support specialists. It provides technical & practical guidance to Support Teams and assists with queries as necessary. The role involves engagement with multiple teams geographically and functionally, and at all levels. This position focuses on responsibilities outside of development tasks.


Responsibilities

Becoming the Technical Service Owner for assigned Applications/Technologies
Ensuring support services meet our committed SLA’s & KPI’s are on target
Conducting technical training/knowledge transfer when required to internal technical teams
Managing the onboarding of new Global Technical Services into Production
Managing & liaising with our 3rd Party Vendors, Partners and Suppliers
Participating in the Contract Renewal Process (Support Contracts)

Technical Requirements

Strong understanding of .NET and API's
Understanding of Data Flows & Reporting
Proven knowledge of ITSM tools & processes
Experience in multiplatform environments
Proven ability to manage an array of Application Technologies (Cloud/SaaS/On-Prem/Legacy).
Ability and willingness to learn and adapt to new technologies
Advantageous to have knowledge within HTML, CSS, Javascript, SQL, AWS


Support Requirements:

Strong problem-solving experience involving leading teams in identifying, researching, and coordinating the resources necessary to effectively troubleshoot/diagnose complex project issues; prior success extracting/translating findings into alternatives/solutions; and identifying risks/impacts and schedule adjustments to facilitate management decision-making
Oversee complex and escalated troubleshooting and problem resolution
Working with relevant teams to assist with root cause analysis & remediation
Technical writing documentation/SOP development knowledge
Answer internal or external users’ inquiries regarding Digital Applications to resolve complex problems
Under minimal supervision will monitor, support, troubleshoot, and resolve operating issues, including failures and service level degradation
Understanding of operating procedures and when they should be created/changed/updated
Ability to understand, define & manage system processes
Understanding of the IT environment, including knowledge of development lifecycles
Understanding of business needs
Process and tool/technology improvement
Understanding of backup & recovery procedures
Strong organization/project planning, time management, and change management skills across multiple functional groups and departments
Volunteer knowledge and assistance to others
Work closely with development groups, support groups, and vendors to coordinate special operations, and communicate/escalate problems as appropriate to meet assigned deadlines
Learn and help others to adapt to new technologies
Strong advocate for Customer Service
Flexibility to accommodate occasional unscheduled hours based on business demands

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