Application Support Analyst

4 weeks ago

Liverpool, United Kingdom System C Full time

Description

Purpose of the Role:

The Support Analyst role is integral to the support team, providing support for our products across the customer base. Application support provides engagement of the incident and service request management practice ensuring resolution to incidents within Service/Operational Level Agreements within the application support function.

Support Analysts provide analysis of specific actions to achieve outputs against deliverables. This may include completion of actions or identification of escalation to appropriate technical authority or competency. They mitigate risks by the effective identification and deployment of corrections (workarounds) or corrective actions (Root cause fixes).

The Support Analyst will work as part of a team that supports our products alongside colleagues in the service desk, application and technical support teams. They specialise in product knowledge usage, configuration, deployment, and workflow. They 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. Working within support, with both the Service Desk team to ensure effective triage and improved first time fix, and the Support Teams co-ordinating all elements of provisioning of issue resolution, the remit of this role requires collaborating and working effectively with other business areas including product, development and all technical teams.

Duties and Responsibilities:

  • Manage the support of customer issues using the ITSM tool, phone and email as required.
  • Investigate and resolve customer issues as part of the incident and problem management practice.
  • Responsible for the investigation and management of tickets through to resolution using domain knowledge and experience; or to ensure that all investigative options have been exhausted within the competency available and escalate as appropriate to higher competency tiers.
  • Liaise with support teams and resolver teams co-ordinating all elements of provisioning of issue resolution. This may include clinical, technical, product and development teams that fall outside of the support teams.
  • Identify first time fixes where possible to mitigate risks and deliver outputs and, where appropriate, report new information to the Service Desk Manager to reduce future time to fix and contribute to the Knowledgebase.
  • Undertake in depth investigation for the deployment of corrections, corrective actions and preventive action for all incidents ensuring services provided remain operational and minimise disruption to customers ensuring this is documented for both the customer and future reference across the teams and that detailed and measured recommendations are made.
  • Responsible for the identification of risks and engagement of the risk management practice to inform risk owners of the requirement for risk assessment and mitigation.
  • Identify possible known errors or problems and follow due process to ensure these are raised with the appropriate resolver teams.
  • Accountable for the communication with customers to advise of progress on incidents and service requests as appropriate including ensuring customer meetings and positive communication are facilitated where issues are particularly complex and omni-channel communication is required for progress to resolution.
  • Positively contribute to the creation of knowledge articles for the both the internal and external knowledgebase.
  • Contribute to the post issue review process ensuring they are updated and maintained as necessary.
  • Ability to travel to meetings as required which may be in any of the System C offices.
  • Participation in the on-call rota

Requirements:

  • Clinical experience within a maternity or neonatal setting
  • Demonstrable experience of working within a service desk and incident operation, working within Service/Operational Level Agreements and Availability.
  • Working with remote connection technologies to connect to customer site or technology stacks.
  • Understanding of ITIL best practices. Preferred ITIL Foundation certification to demonstrate knowledge.
  • Experience of working within service industries and engaging with customers.
  • Effective and demonstrable communication skills engaging at all levels.
  • Ability to work on own or as part of a team to deliver service practices, deliverables, and measurements.

Skills Required:

  • Good documentation skills.
  • Excellent relationship management skills.
  • Strong written & verbal communication and interpersonal skills.
  • Good working knowledge of MS Office applications (i.e. Outlook, Word, Excel, Project, and Visio)

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