Support Analyst

The Customer Platforms team is responsible for a portfolio of IT software that enables successful business partnerships with national and regional repair centres in both light and commercial vehicle sectors. Working closely with internal development, 3rdparties and a wider Digital department, Customer Platforms deliver service and continuous improvement on behalf of the Sales Team to ensure continued growth in the UK Key Accounts Program.

The Customer Platforms team is recruiting a new **Support Analyst** to be the first point of contact for any Customer Platform issues and to help ensure delivery of the Key Accounts Program to the wider business. This role has become availabledue to an internal promotion within the existing team.

The **Customer Platforms Support Analyst** will be responsible for monitoring inbound tickets through the helpdesk system and communicating with requesters and SMEs in the wider team to resolve queries within agreed SLAs. The role will co-ordinatewith other members of the Digital & Internal Applications department and often have to speak directly with stakeholders. You must be comfortable working independently and taking ownership of problems or issues through to resolution by co-ordinating with otherteam/department members or 3rd parties.

Hybrid working is available for this role, but you need to be able to spend days on-site at the office to become familiar with existing processes and identify improvements. The days are flexible and to be discussed during the interview stage. The **Customer Platforms Support Analyst**reports directly the **Customer Platforms Digital Product Manager**.

**Duties include**:

- Triage of incidents and issues through the helpdesk system.
- Resolve tickets relating to Customer Platforms within SLA (for example creating ad-hoc reports, re-running jobs or granting user access), otherwise escalate to the wider team.
- Provide regular updates to customers (internal/external) on the status of issues.
- Undertake limited development work in response to enhancement requests to existing systems and reports, working with business users.

**Professional Experience/Skills required**:

- Strong database skills with a good understanding of T-SQL and stored procedures to make changes whenever required.
- Excellent verbal and written communication skills.
- Inquisitive problem-solving approach.
- Detail-focussed, IT literate individual.
- Good problem-solving skills and logical process thinking.
- Able to multitask.
- Experience of working within a support environment (desirable).
- Experience of using DevOps tools and automation of backend server tasks (desirable).

Alliance Automotive Group (AAG) is a subsidiary of Genuine Parts Group, a US listed company and the world’s largest distributor of aftermarket spare parts for passenger cars and commercial vehicles. The group has global revenues of US$19Billion with operationsin North America, Europe, and Australasia. The UK Group has annualised sales of c.£900m.

The UK Group is a dynamic business growing both organically and by acquisition, operating from over 300 locations and employing over 5,000 staff in the UK. The AAG network supplies 30,000 repairers, auto centres, fast fitters, transport operators, and bodyshops every single day. With over 250 million cars and 70 million commercial vehicles on Europe’s roads, our sophisticated supply chain and logistics infrastructure ensures the efficient delivery of spare parts to repairers in our markets.