Application Services Analyst

3 days ago

Middlesbrough, United Kingdom Sthree Full time

**OVERALL PURPOSE-**

The IT Enterprise Application Services Level 2 Team is responsible for providing Application and Integration middleware (iPaaS) Services) into the Business. The role holder will work as part of a small team of broadly disciplined 2nd line Application Analystsproviding Incident/Problem resolution and request fulfilment activities alongside Application Event Monitoring, across the entire portfolio of Enterprise Applications and Integration platform.

**KEY RESPONSIBILITIES-**
- Delivery of 2nd line Incident resolution and Service Request fulfilment across the portfolio of Enterprise Applications and Integration (iPaaS) Layer, within defined SLA/OLA and KPI metric
- Application and Integration platform Event Management
- Resolution of Assigned Problems as part of the Problem Management Process within defined SLA/OLA and KPI metrics
- Project Support (Transition of IT Services )
- Working with Third Party partner technical teams in the above highlighted areas (Incident, Request and Problem)
- Identification of CSI (Continual Service Improvement) activities
- Creation and Maintenance of Knowledge and Service Catalogue
- Increase the user adoption of the Applications delivered into the business.
- Training and of colleagues with the wider UK IT Team where applicable
- Testing and Supporting the delivery of scheduled and emergency upgrades/patches/Service Packs and Bug Fixes
- Proactively seek and retain knowledge on current and future solutions/technologies and recommended best practice
- Providing Advice and Guidance to users

**KNOWLEDGE / COMPETENCIES / EXPERIENCE-**
- An in-depth knowledge of the K8 Babbage ERP system or comparable ERP system is essential, with demonstrable experience of providing 2nd line support
- Full UK Driving license required as travel to other offices may be required
- A good understanding of General Accounting processes including the General Ledger and Journaling processes
- Experience of Providing Level 2 Support on an IPaaS (Integration Platform as a Service) platform (currently utilise Snaplogic)
- Experience of working in an ITIL based IT Service Delivery organisation
- A passion for customer service and a commitment to quality excellence and continuous improvement
- Experience of working with Third party partners and providers in the provision of BAU support and Project Delivery
- Excellent communication skills with the ability to communicate at all levels from in depth technical, to colleagues who do not have a technical background
- A strong analytical mindset with the ability to innovate and think outside the box
- Strong Attention to detail
- Exceptional customer service and customer-facing skills
- Ability to manage and prioritize and execute tasks efficiently in a high-pressure environment
- Ability to work Autonomously and using own initiative
- Computer Literate with a good knowledge of Microsoft office software including Collaboration Tools (MS Teams, Zoom etc)

Desirable:

- Salesforce admin experience

The role will be based in an office location within proximity to the role holders home address (the preference is Sheffield or the Middlesbrough branch). Expectation that role holder will be in the office 3 days a week with the remaining 2 days at home

**SThree are committed to ensuring equal opportunities, fairness of treatment, dignity, work-life balance and the elimination of all forms of discrimination in the workplace for all staff and job applicants.

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