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Support Analyst

1 month ago

Birmingham, Birmingham, United Kingdom Fortem Cares Full time

About the Role:

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We are looking for an experienced Support Analyst to join our IT Solutions team. In this role, you will be responsible for providing expert support for our wide range of applications, ensuring that our customers receive exceptional service and that our applications are running smoothly.


Responsibilities:

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  • Provide 2nd line support for all applications via ServiceNow tickets;">
  • Manage customer expectations and achieve set service level agreements and key performance indicators;">
  • Implement and perform system testing against requirements using best practice methodologies;">
  • Work with branches to perform user acceptance testing of implemented solutions prior to transitioning into the live environment;">
  • Project manage smaller projects ensuring project governance is adhered to;">
  • Organise and manage own workload effectively to meet all project timescales and managers expectations;">
  • Support Application Specialists in set up and testing of all Fortem applications required to meet the needs of the contract;">
  • Deliver training and advice on Applications and Mobile Devices to meet the needs of the contract;">

Requirements:

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  • Proven experience of working with and supporting existing business systems and applications (preferably in the Repairs & Maintenance or Social Housing Management sectors);">
  • Full driving license;">
  • Familiarity with ServiceNow and ITIL foundation or equivalent of 3 years experience;">
  • Strong analytical and problem-solving skills, with excellent communication and interpersonal skills;">
  • Degree-level qualification in a relevant field (e.g., Computer Science, Information Technology) or equivalent experience;">

Salary and Benefits:

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  • £40,000 per annum (dependent on experience);">
  • 25 days annual leave + bank holidays & your birthday off;">
  • Pay review every January;">
  • 26 weeks full pay maternity leave;">
  • 8 weeks full pay paternity leave;">
  • Discounted gym memberships at national and local gyms;">
  • Up to £3,000 colleague referral fee;">
  • Other benefits including dental care, private healthcare, cycle-to-work scheme, mobile phone provider discounts & more;">

About Us:

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Fortem Cares is committed to creating a positive work environment that supports the well-being of our employees. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.