Global Support Service Analyst – Digital
6 months ago
About our Team
RX is in the business of building businesses for individuals, communities and organizations. We elevate the power of face-to-face events by combining data and digital products to help customers learn about markets, source products and complete transactions at over 400 events in 22 countries across 43 industry sectors. RX is passionate about making a positive impact on society and is fully committed to creating an inclusive work environment for all our people.
RX is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers.
About the Role
This position is responsible for the Technical Support of Digital technologies within our Global Technology Operations Team.
As part of the Applications team, this role serves as an escalation point for Application/Technical support specialists. It provides technical & practical guidance to Support Teams and assists with queries as necessary. The role involves engagement with multiple teams geographically and functionally, and at all levels. This position focuses on responsibilities outside of development tasks.
Responsibilities
Technical Requirements
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
RX is in the business of building businesses for individuals, communities and organisations. 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. We are passionate about making a positive impact on society and we are fully committed to creating an inclusive work environment, a place where people can grow, thrive and make an impact. We embrace diverse talent and opinions to be the best place for our customers to build their business AND the best place for entrepreneurial people to build their careers. RX is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers.
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