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Global Support Service Analyst
2 months ago
About Our Team
At Reed Exhibitions, we're passionate about creating innovative experiences that bring people together. As a global leader in the business-to-business events industry, we're committed to making a positive impact on society and fostering a culture of inclusivity and growth.
About the Role
This position is a key member of our Global Technology Operations Team, responsible for providing technical support and guidance to our digital technologies. As a Technical Support Specialist, you'll serve as an escalation point for application and technical support specialists, providing expert advice and assistance as needed.
Responsibilities
- Becoming the Technical Service Owner for assigned applications and technologies
- Ensuring support services meet our committed SLAs and KPIs
- Conducting technical training and knowledge transfer to internal teams
- Managing the onboarding of new global technical services into production
- Managing and liaising with third-party vendors, partners, and suppliers
- Participating in the contract renewal process for support contracts
Technical Requirements
- Strong understanding of.NET and APIs
- Understanding of data flows and reporting
- Proven knowledge of ITSM tools and processes
- Experience in multi-platform environments
- Proven ability to manage an array of application technologies (cloud, SaaS, on-prem, legacy)
- Ability and willingness to learn and adapt to new technologies
- Advantageous to have knowledge in HTML, CSS, JavaScript, SQL, and AWS
Support Requirements
- Strong problem-solving experience, including leading teams in identifying, researching, and coordinating resources to troubleshoot and diagnose complex project issues
- Overseeing complex and escalated troubleshooting and problem resolution
- Working with relevant teams to assist with root cause analysis and remediation
- Technical writing and documentation development knowledge
- Answering internal or external users' inquiries regarding digital applications to resolve complex problems
- Monitoring, supporting, troubleshooting, and resolving operating issues, including failures and service level degradation
- Understanding of operating procedures and when they should be created, changed, or updated
- Ability to understand, define, and manage system processes
- Understanding of the IT environment, including knowledge of development lifecycles
- Understanding of business needs
- Process and tool/technology improvement
- Understanding of backup and recovery procedures
- Strong organization, project planning, time management, and change management skills across multiple functional groups and departments
- Volunteering knowledge and assistance to others
- Working closely with development groups, support groups, and vendors to coordinate special operations and communicate/escalate problems as appropriate to meet assigned deadlines
- Learning and helping others adapt to new technologies
- Strong advocate for customer service
- Flexibility to accommodate occasional unscheduled hours based on business demands
Work in a Way that Works for You
We promote a healthy work-life balance across the organization. We offer an appealing working prospect for our people, with numerous wellbeing initiatives, shared parental leave, study assistance, and sabbaticals to help you meet your immediate responsibilities and long-term goals.
Working for You
We know that your wellbeing and happiness are key to a long and successful career. We're delighted to offer a range of benefits, including:
- Generous holiday allowance with the option to buy additional days
- Health screening, eye care vouchers, and private medical benefits
- Wellbeing programs
- Life assurance
- Access to a competitive contributory pension scheme
- Save As You Earn share option scheme
- Travel Season ticket loan
- Electric Vehicle Scheme
- Optional Dental Insurance
- Maternity, paternity, and shared parental leave
- Employee Assistance Programme
- Access to emergency care for both the elderly and children
- RECARES days, giving you time to support the charities and causes that matter to you
- Access to employee resource groups with dedicated time to volunteer
- Access to extensive learning and development resources
- Access to employee discounts scheme via Perks at Work
