Application Support Analyst

Description

The person we are looking for will play an integral part of the support process for our company working and assisting members of the team and supporting our clinical software suite across all customers. The key to success in this role is having the ability to work as part of a team and independently where appropriate. Ability to prioritise work with strong troubleshooting skills are necessary.

The Support Analyst role will provide support to the service desks and will work as part of a team that supports our clinical products. The post-holder 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. The remit of this role will include working across teams consisting of developers, product managers, technical support, and software engineers.

Duties and Responsibilities:

• Manage the support of customer issues using the company ITSM tool, JIRA.
• Investigate incidents related to the products which may require the use of Microsoft SQL.
• Use initiative to process and prioritise faults according to incident type and in line with SLA.
• Correctly assign calls to resolver groups or individuals in line with process in a timely manner.
• Author knowledgebase articles for both internal staff and customers.
• Use of strong analytical skills that include the ability to think critically.
• Analyse data, make difficult decisions, and solve complex problems.
• Be involved in the regular running of data fixes.
• As required apply environment configuration or localisation settings.
• Ensure technical documentation is up to date.
• Ensure ITIL process is followed for all incidents.
• Ensure all time spent is accurately logged on the Service Desk system.
• Attend meetings as required, these may be in other System C offices from time to time.
• Management assistant, assisting the manager in organising, planning, and implementing strategy.
• Participate in out of hours on call rota.

Skills and Experience:

Mandatory Skills:

The post holder must have knowledge / experience of:

• Working on a service desk.
• Working with remote desktop software.
• Knowledge of JSON / XML payloads for APIs.
• Microsoft SQL Database Administration knowledge and experience.
• Good understanding of Web Services and technology such as IIS.
• Technical operations and technical troubleshooting.
• Excellent ability to communicate effectively with all levels of technical, non-technical.
• Ability to organise and co-ordinate areas of work for yourself and others.
• A passion for Supporting software applications and a willingness to share knowledge.
• Writing technical documentation and knowledgebase articles.
• ITIL Foundation qualification or experience of working within an ITIL Service framework.
• Monitoring releases and updating outstanding issues affected by them.
• Managing incoming enquires (calls/emails) and first line support tickets.
• Providing good customer service, manage expectations.
• Providing user guidance.
• Troubleshooting/replicating.
• Identifying issues for escalation.
• An understanding of SLAs and their importance.
• Strong relationship building, influencing, and negotiating skills.
• Strong written & verbal communication and interpersonal skills.
• Excellent customer relationship skills.
• Management assistant duties.

Desirable Skills

It is desirable for the post-holder to have knowledge / experience of:

• Working within a software development company.
• Advanced Microsoft SQL server including stored procedure, schemas, and functions.
• Knowledge of HL7 Interface messaging.
• Agile software development.
• JIRA and Confluence.
• Software testing.
• iOS.
• Cloud-based solutions such as Microsoft Azure.

At System C, we prioritise transparency in our job requirements and selection criteria, ensuring they are based solely on the essentials needed for effective job performance. We consciously avoid assumptions that could skew our perception of a candidate’s suitability for hire.

Our recruitment practices are designed to ensure that no applicant is unfairly disadvantaged by procedures or requirements that disproportionately affect protected groups without being essential for the job.

For every position, we develop a detailed job description and person specification. This approach maintains our focus on the true demands of the role and the skills, experience, and qualifications necessary. During interviews, we involve multiple interviewers where possible to further mitigate unintentional bias, thereby promoting a fair and equitable hiring process.