Support and Improvements Analyst

5 months ago

Glasgow, United Kingdom Emprego UK Full time

ACCA is committed to a workplace culture which is inclusive, diverse, human and connected.

**ACCA is committed to a workplace culture which is inclusive, diverse, human and connected.**

We're currently looking for a Support and Improvements Analyst on a full time fixed term contract for 6 months. This position sits within the IT Department based in Glasgow

**Job Purpose**

The Support & Improvement Analyst I-Assess role is part of the I-Assess support team and works to provide technical support to ACCA's worldwide network of CBE centres. The role will serve primarily as a link between the users of the I-Assess CBE platform at all levels and the I-Assess Product Team.

The role provides platform support and contributes to the on-going development of the I-Assess platform based on intelligence gathered from the users. The role will aim to collect this intelligence and provide analysis in collaboration with the i-assess Technical Lead to provide solutions to existing support issues.

The role will also develop and manage a support framework which will involve collaboration with both the i-assess Product Team and the DevOps team to ensure that the entire process is governed and provided for.

The role is also responsible for promoting best practices around user-support.

**The Job**

Reporting to the iAssess Team Lead, you will be responsible for the following:

- Providing 2nd line technical support to CBE centres in line with our documentation
- Supporting various internal customers to help train and troubleshoot with our systems and processes
- Work with both internal and external customers to identify areas for improvement within iAssess and shape how these look
- Maintain troubleshooting/FAQ documentation

**The Person**
- Experience of working in a customer focused role to provide outstanding customer service
- Excellent communication and organisational skills
- IT literate to understand the basic technical aspects of how the iAssess system works
- Ability to problem solve any issues that may be out of the ordinary

**Our Benefits**

We strive to create an environment where you can prioritise your wellbeing and so have designed our benefits to give you the flexibility and power to do so. Our core benefits include private healthcare, life assurance and income protection as well as a fantastic defined contribution pension scheme.

We provide an employee assistance programme and are proud to offer a financial wellbeing tool called Nudge, to our employees.

Our flexible benefits platform gives you the power to customise your benefit plan to suit your needs, you can choose to add a number of benefits including extra holidays, PMI family cover, cycle to work, Travel and Gym loans and more You can also enjoy exclusive access to our discount site and wellbeing centre platform.

We are committed to equal opportunities across our recruitment activities and have a real commitment to ensuring the inclusion and well-being of all employees. We have a blended approach to working to support our employees to balance the needs of their job with other aspects of their life.

We strive to create an environment where you can prioritise your wellbeing and offer a competitive benefits package to help you do this. We provide an employee assistance programme and are proud to offer a financial wellbeing tool to our employees.

We are committed to equal opportunities across our recruitment activities and have a real commitment to ensuring the inclusion and well-being of all employees. We have a blended approach to working to support our employees to balance the needs of their job with other aspects of their life.

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