Application Support Analyst

1 week ago

Belfast, United Kingdom System C Full time

DescriptionAt System C, we create software that helps drive 21st century health and social care in the UK. Using leading-edge technology and data, our systems are trusted by hundreds of health and social care organisations, our work impacts millions of lives every day. What we do matters.The Application Support Analyst role will provide support to the service desks and will work as part of a team that supports our clinical products. The post-holder will be in direct contact with customers on a regular basis and will be responsible for ensuring customers issues are investigated updated and managed within SLA. The remit of this role will include working across teams consisting of developers, product managers, technical support, and software engineers.Duties And ResponsibilitiesManage the support of customer issues using the company ITSM tool, JIRAInvestigate incidents related to the products which may require the use of Microsoft SQLUse initiative to process and prioritise faults according to incident type and in line with SLAsCorrectly assign calls to resolver groups or individuals in line with process in a timely mannerAuthor knowledgebase articles for both internal staff and customersUse of strong analytical skills that include the ability to think criticallyAnalyse data, make difficult decisions, and solve complex problemsBe involved in the regular running of data fixes.As required apply environment configuration or localisation settingsEnsure technical documentation is up to dateEnsure ITIL process is followed for all incidentsEnsure all time spent is accurately logged on the Service Desk systemAttend meetings as required, these may be in other System C offices from time to time.Assisting the manager in organising, planning, and implementing strategyParticipate in out of hours on call rotaSkills And ExperienceThe post holder must have knowledge / experience of:Providing remote support for software applicationsTriage and troubleshoot application related tickets in line with SLAsKnowledge of JSON / XML payloads for APIsMicrosoft SQL Database AdministrationWeb Services and technology such as IISTechnical operations and technical troubleshootingExcellent ability to communicate effectively with all levels of technical, non-technicalAbility to organise and co-ordinate areas of work for yourself and othersA passion for supporting software applications and a willingness to share knowledgeWriting technical documentation and knowledgebase articlesITIL Foundation qualification or experience of working within an ITIL Service frameworkMonitoring releases and updating outstanding issues affected by themStrong written & verbal communication and interpersonal skillsExcellent customer relationship skillsDesirable SkillsIt is desirable for the post-holder to have knowledge / experience of:Working within a software development companyAdvanced Microsoft SQL server including stored procedure, schemas, and functionsKnowledge of HL7 Interface messagingAgile software developmentJIRA and ConfluenceSoftware testingiOSCloud-based solutions such as Microsoft Azure

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