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Global Support Service Analyst – Digital

4 months ago

Richmond, United Kingdom Reed Exhibitions Limited Company Full time

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
 

Becoming the Technical Service Owner for assigned Applications/Technologies Ensuring support services meet our committed SLA’s & KPI’s are on target Conducting technical training/knowledge transfer when required to internal technical teams Managing the onboarding of new Global Technical Services into Production Managing & liaising with our 3rd Party Vendors, Partners and Suppliers Participating in the Contract Renewal Process (Support Contracts)


 Technical Requirements
 

Strong understanding of .NET and API's Understanding of Data Flows & Reporting Proven knowledge of ITSM tools & processes Experience in multiplatform environments Proven ability to manage an array of Application Technologies (Cloud/SaaS/On-Prem/Legacy). Ability and willingness to learn and adapt to new technologies Advantageous to have knowledge within HTML, CSS, Javascript, SQL, AWS

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 flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive


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