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Global Support Service Analyst

2 months ago

Richmond, Greater London, United Kingdom Reed Exhibitions Full time

About Our Team

At Reed Exhibitions, we're passionate about making a positive impact on society and creating an inclusive work environment where people can grow, thrive, and make a difference. We're a global provider of information-based analytics and decision tools for professional and business customers, and we're committed to building businesses for individuals, communities, and organizations.

About the Role

This position is responsible for providing technical support for digital technologies within our Global Technology Operations Team. As a Technical Service Owner, you'll serve as an escalation point for Application/Technical support specialists, providing technical guidance and assistance as needed. You'll work closely with multiple teams geographically and functionally, and at all levels, to ensure that our digital technologies are running smoothly and efficiently.

Responsibilities

  • Becoming the Technical Service Owner for assigned Applications/Technologies
  • Ensuring support services meet our committed SLA's & KPI's are on target
  • Conducting technical training/knowledge transfer when required to internal technical teams
  • Managing the onboarding of new Global Technical Services into Production
  • Managing & liaising with our 3rd Party Vendors, Partners and Suppliers
  • Participating in the Contract Renewal Process (Support Contracts)

Technical Requirements

  • Strong understanding of.NET and API's
  • Understanding of Data Flows & Reporting
  • Proven knowledge of ITSM tools & processes
  • Experience in multiplatform 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 within HTML, CSS, Javascript, SQL, AWS

Support Requirements:

  • Strong problem-solving experience involving leading teams in identifying, researching, and coordinating the resources necessary to effectively troubleshoot/diagnose complex project issues; prior success extracting/translating findings into alternatives/solutions; and identifying risks/impacts and schedule adjustments to facilitate management decision-making
  • Oversee complex and escalated troubleshooting and problem resolution
  • Working with relevant teams to assist with root cause analysis & remediation
  • Technical writing documentation/SOP development knowledge
  • Answer internal or external users' inquiries regarding Digital Applications to resolve complex problems
  • Under minimal supervision will monitor, support, troubleshoot, and resolve operating issues, including failures and service level degradation
  • Understanding of operating procedures and when they should be created/changed/updated
  • Ability to understand, define & 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 & recovery procedures
  • Strong organization/project planning, time management, and change management skills across multiple functional groups and departments
  • Volunteer knowledge and assistance to others
  • Work closely with development groups, support groups, and vendors to coordinate special operations, and communicate/escalate problems as appropriate to meet assigned deadlines
  • Learn and help others to 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 organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working for you

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

  • 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

About the Business

We're a global provider of information-based analytics and decision tools for professional and business customers, and we're committed to building businesses for individuals, communities, and organizations. We elevate the power of face-to-face events by combining data and digital products to create magical experiences and continual connections at over 400 events in 22 countries across 43 industry sectors.