Application Support Specialist
3 weeks ago
Job Summary
We are seeking an Application Support Analyst to join the System C team supporting local authorities in utilizing our market-leading Education and Social Services and Case Management software.
Key Responsibilities:
- Provide 2nd and 3rd line support functions as part of the Application Support team.
- Investigate and resolve Incidents raised via the Incident Management System, Jira.
- Use application log files, SQL, and diagnostic tools to identify and resolve issues, including data issues, coding issues, and reviewing application and Windows/SQL logs.
- Liaise with Problem Management, Development, and Product teams, as well as Third Party subcontractors when required.
- Communicate with customers regularly over issues and problems they encounter.
- Take ownership of allocated customers and be their named dedicated engineer, ensuring Incidents are managed and resolved within agreed Service Level Agreements.
Requirements:
This is a customer-facing role requiring good interpersonal skills, technical understanding, and the ability to work as part of a team. Essential skills include:
- Strong analytical and diagnostic skills.
- Knowledge and experience of working with SQL Server and writing SQL/T-SQL queries for fixing data issues.
- Strong 2nd line software/application support experience.
- Experience of Microsoft Windows Server and applications.
- Ability to prioritize and execute tasks.
- Excellent time management/ownership of personal Jira queues.
Desirable Skills:
- Data Warehouse/Business Objects experience.
- Knowledge/experience of 3rd line software support.
- Jira/Confluence knowledge.
- Supporting external customers using remote software.
- Experience of monitoring software/server administration.
- Knowledge of Social Care/Education software support/processes.
About System C:
System C provides market-leading software solutions to the Education and Social Services sectors.
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