Graduate Application Support Analyst
3 weeks ago
Job Title: Graduate LIMS Application Support Analyst
Department: IT (Business Applications Division - Application Support Team)
Reporting Line: Application Support Manager
JOB PURPOSE
To work as part of a small 3rd line support team, providing support for business applications within the Group, covering a user base of about six hundred across the globe.
JOB RESPONSIBILITIES
- Working with tools provided, deliver 3rd line user support for bespoke Business Applications working to agreed SLA's.
- Create and maintain Knowledge base articles in the Helpdesk tool, to aid swift resolution of future support requests.
- Keep aligned with the IT Service Model, ensuring delivery against any agreed SLA's.
- Investigate, analyse and document reported defects, this might include using SQL select statements and offer suggestions for resolution.
- Support with the creation of incident and problem tickets with root cause analysis.
- Identify opportunities to automate processes within the customer service function, making appropriate suggestions to line manager.
- Collaborate with technical teams and the customer to resolve technical issues.
- Escalate any system change requests to the Product Support team for evaluation.
- Configure and maintain integrations of the laboratory instrumentation with the Group LIMS systems.
- Escalate any data related issues to TDS where appropriate.
- Using the Scheduler tool provided, create scheduled tasks to distribute reports as required.
- Run audit reports for users and interrogate the database where necessary.
- To undertake other duties of an appropriate nature under direction of Line Manager.
SKILLS, QUALIFICATIONS AND COMPETENCIES
Experience/Background
- Previous experience in 2nd/3rd line application support role in a LIMS environment (desirable)
- Experience using/supporting LIMS applications (desirable).
- Experience using tools such as Nethelpdesk, Asana, Redmine and Google Apps.
- Experience working in the metals and minerals industry (desirable).
Qualifications/Education
- Educated to degree level (high grade) or above.
- ITIL knowledge (Certification desirable).
Person Specification
- Analytical mindset with the ability to resolve complex problems with excellent user outcomes.
- Accepts accountability and ownership of technical issues.
- User focussed, with ability to interact with users and champion user needs.
- Effective communication of business change and processes.
- Confidence in communicating complex technical issues to internal or external audiences with varying degrees of technical understanding.
Technical Specification
- SQL querying skills (desirable)
- Basic javascript expressions (desirable)
- Application bug diagnostics (desirable):
- Log analysis.
- Debugging.
Language Skills
- Spanish speaking is a bonus but by no means essential
Ascent People Ltd is acting as an employment agency for this vacancy and applicants from all ages and backgrounds will be considered.
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