Systems Support Analyst, Swindon

6 days ago

Swindon, United Kingdom UK Shared Business Services Ltd Full time

**Why choose UK SBS?**

It is an exciting time to join us at UK SBS, we are a well-established and stable business with a supportive and friendly culture, entering a period of growth and transformation. We want to hire and retain great talent which is why we’re investing in andgrowing our workforce, who we know will play a key role in supporting us to achieve our ambitions. We’re embracing a hybrid way of working, as well as other extensive benefits, including:

- 28 days annual leave (plus bank holidays) rising to 30 days within 3 years of service
- A generous pension scheme
- Family friendly benefits including flexible working and 26 weeks maternity/adoption leave at full pay
- Training, professional development and qualification opportunities
- Lifestyle platform offering employee discounts on various high street shops, restaurants and gym memberships

**What will you be doing?**

Working as part of an established team delivering services to our clients as part of the newly expanded Customer Services department, the Customer Services’ Systems Support Analyst role covers the provision of first line functional fixes and configurationwithin the core Oracle ERP e-Business Enterprise Suite, maintaining elements of HR, Financial and CRM modules, managing the resolution of issues, and dealing with requests for information and/or advice raised by users of the systems and services we support.

**_Key responsibilities will include:_**
- Prioritise and diagnose incidents 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
- Manage the hand-off points with regards to more complex issues assigned in order to seek advice and guidance, or transfer issues / configuration to, the D&I support teams
- Liaise with Oracle on Service Requests to resolve problems or seek advice on changing functionality
- Ensure Customer Service colleagues, Clients, Service Desks or other UK SBS departments are advised on progress of incidents and problem resolutions following ITIL best practice
- Understand and work with Operations teams to ensure that any system changes are understood, SOP’s updated and communications to teams are clear and concise
- Prevent system deterioration arising from bad practices or processes, providing advice on system functional use as required
- Build and maintain effective working relationships with internal colleagues, customers, and third-party suppliers
- Lead on the provision of technical support for projects as and when required

**Who are we looking for?**
- Experience of working in a large enterprise service environment or equivalent and in line with service standards
- Experience of liaising with clients / customers in a professional manner with the ability to build and maintain relationships with key stakeholders
- Previous customer service experience supporting enterprise (HR and Financial) systems or equivalent
- Capability to create and / or work from technical documentation
- Demonstrates a high degree of complex problem-solving skills
- Experience of 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 detailed supervision, multi-task and prioritise effectively

**What do we do?**

UK Shared Business Services Ltd (UK SBS) is owned by the Department for Business, Energy, and Industrial Strategy (BEIS) and UK Research and Innovation (UKRI). It is a government shared service provider with one of the widest ranges of service provisionwithin the UK public sector. We provide administrative and professional services to six public sector partners across Finance, HR and Payroll, Information Technology (IT), and Procurement.

We aim to become a very different organisation over the next few years. Together with our partners, we will transform the end-to-end way we work together enabled by partner sponsored new systems programmes we will embrace modern digital technology and techniquesto ensure UK SBS delivers quality business and specialist services, effectively and efficiently, to the highest standards

**Sound Interesting?**

The closing date for this role is Wednesday 1st June.

For the full job description and how to apply, please click 'apply’ and you will be taken through to our Careers page.

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