Application Support Specialist

2 weeks ago

Birmingham, Birmingham, United Kingdom Fortem Solutions Ltd Full time
The Role
We are seeking an experienced Application Support Specialist to join our IT team at Fortem Solutions Ltd. This role will involve providing 2nd line support for a wide range of applications, including web and mobile apps, and working with stakeholders to gather and specify requirements for system changes, fixes, and developments.

Key Responsibilities:
Provide 2nd line support for all applications in use across the business via tickets logged in ServiceNow
Manage customer expectations and achieve set service level agreements and key performance indicators
Create and update system knowledge base articles
Work with stakeholders to gather and specify requirements for system changes, fixes, and developments
Escalate problems to the Application Specialists where required to ensure swift resolution
Project manage smaller projects ensuring project governance is adhered to
Mentor and support other team members and work as part of a team, propagating knowledge
Organise and manage own workload effectively to meet all project timescales and managers expectations

Essential and Desirable Criteria:
Essential
Previous experience supporting/mobilising one or more of the following applications: FieldView, Totalmobile Connect, Totalmobile Mobilise
Proven experience of working with and supporting existing business systems and applications
Excellent communication, interpersonal, and presentation skills
Effective interrogation and analytical skills
Full driving license
Desirable
Operational/commercial experience within the maintenance/construction sector
Working within a matrix structure
Experience of regression testing of applications including recording the results of testing
Ability to build and use SQL queries to extract/analyse data
Experience of working with ServiceNow
ITIL foundation or equivalent of 3 years experience

Personal Qualities:
At Fortem Solutions Ltd, we look for a balance of skills and experience but just as important to us are your values and behaviours.

About Us:
Here at Fortem Solutions Ltd, we are passionate about people, with a real focus and drive around continuous development. Having the right talent, coupled with the right culture and values, ensures that we have a sustained future and a trusted brand in our respective markets.

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