System Support Analyst

2 weeks ago

Swindon, United Kingdom UK Shared Business Services Ltd Full time

_**Do you want to work as part of an established team delivering services to clients as part of a newly expanded customer service department?**_
- **Do you have previous experience with Oracle and similar business suite softwares?**_

If you have answered yes to both of these questions, this role could be perfect for you

Our Digital & Information (D&I) team are looking for someone to join them as a System Support Analyst.

Salary £29,330, full time, working in a hybrid capacity at one of our three sites in either Swindon, Newport or Billingham.

**Kindly note, this role is not a virtual role. Should you be successful, you will be required to travel to site at line manager discretion, but plenty of notice will be given should arrangements need to be made.**

**Key Responsibilities**:

- Prioritise and diagnose service requests within timescale according to agreed procedures in our Oracle systems whilst ensuring that an audit trail is created
- Lead the investigation of user flagged first line system problems to determine root cause and appropriate resolution, plan and deliver work to resolve the problem and identify continuous improvement opportunities to prevent a reoccurrence
- Take ownership of the hand-off points with regards to more complex issues assigned, in order to seek advice and guidance, configuration, and facilitate a resolution.
- Ensure good communication with all stakeholder/s, Service Desk or other UK SBS departments on progress of Service Requests/Incidents and problem resolutions following best practice.
- Act as a point of contact for your specialism to provide complex advice and guidance through to resolution, with support from the Senior Specialist
- Work with Operations teams to ensure that any implication of system changes is understood, SOP’s updated and communications to teams are clear and concise
- Avoid system deterioration arising from bad practices or processes, providing advice on system functional use as required
- Lead on the provision of technical support/UAT testing for project and implementations as and when required.

**Skills/Experience**:
**Essential**:

- Experience of liaising with clients/customers in a professional manner with the ability to build and maintain relationships with key stakeholders.

Previous customer support experience supporting enterprise (HR and Financial) systems.
- Ability to create and / or work from technical documentation.
- Demonstrates a high degree of complex problem-solving skills.
- A team focused individual that is experienced in providing support to other team members to ensure that issues are resolved quickly, efficiently and to a high standard.
- Pro-active and able to work without supervision, multi-task and prioritise effectively.
- Adopts and displays UK SBS core Values and Behaviours.

**Desirable**:

- Customer/client service advisory experience within an IT managed services function.
- Experience of Oracle R12 as an analyst or Subject Matter Expert in modular areas such as Work Structures, HR/Payroll.
- Experience in working on projects and implementations.

**General role Expectations**:

- Act as a point of contact for your specialism to provide complex advice and guidance through to resolution, with support from the Senior Specialist.
- Prioritise and manage own workload effectively, with support from Senior Specialist and SME.
- Develop professional relationships with stakeholders and colleagues to share and utilise information, advise and influence Senior Management Team.
- Work collaboratively on cross-team/pillar tasks and projects to achieve business objective.
- Proactively look for way to improve processes and contribute effectively to the business.
- Responsible for improving own knowledge of specialism.

Support the overall risk management and governance of your team(s) and the wider business.
- The above list is not intended to be exhaustive, and you will be expected to be flexible and carry out other relevant duties (not specifically listed) as and when required to meet business needs. You will deliver your job aligned with UK SBS Values,Behaviours, Policies and Processes._

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