IT Technical Applications Analyst - Manchester
|Sector||IT | Telecoms Jobs|
|Locations||Lancashire, North West, UK|
|Job Type||Contract / Interim|
|Date Posted||15th Mar|
|Purpose of the Role
The primary responsibility of the IT Technical Applications Team is third-line technical and operational support and management of the firms Application Portfolio. Members of the IT Technical Applications Team must have excellent troubleshooting skills as well as a thorough knowledge of the company's products, services, and Service Management processes. In addition, Technical Application Analysts work with the Technical Operations Team and our infrastructure Managed Service Provider to ensure the provision of consistent, high quality technical and customer services to the firm, with minimum disruption. Occasional travel to the other UK or International offices may be required as part of this role.
Tier 3 Level technical support and management of the Firms Application Portfolio, these include;
Managing application patching/Upgrades
Finance Applications, Practice Management Applications, CRM, Time Recording, Financial Reporting, Information Barrier, Integration Hub, Document Management, Document Assembly, HR, Workflow, ITSM, SharePoint operating across multiple platforms/technologies (Web, Desktop, Mobile, Virtual Desktop, Cloud).
Querying and trouble shooting SQL databases and creation of Ad Hoc reports
Incident, Problem, Change Management
Ad Hoc Project resource (for application specific activities)
Out of Hours application support cover
Support and development of the Firm's IT services, with specific focus on quality, stability, security and cost.
Work to defined Service Level Agreements, Operational Level Agreements and Key Performance Indicators.
Operate in accordance with appropriate industry best practices and standards (eg:ITIL V3, ISO27001 etc)
Creation and update of appropriate artifacts (support documentation, policies, standards) to enable and encourage a consistent and effective support performance from the Technical Operations Team and the wider IT Team
Providing out of hours support, being named resource on out of hours on call rota for Technical Applications Team
Knowledge, skills and experience required
Demonstrable experience of any of the following applications/technologies:
Elite Enterprise, CarpeDiem, Wall Builder / Integration Builder, Workflow Technologies, Sharepoint, Service Now, Exari, Terminal Services, Crystal Reports
Demonstrable aptitude in T-SQL, Management of SQL Servers (2005/2008/2012) and working with ODBC connections
Understanding of Windows Server, including but not limited to:
Windows Services, Windows Scheduled tasks, Investigating Event Logs / Error Logs
Experience of supporting applications running across multiple platforms (Web, Desktop, Virtual Desktop, Mobile)
Ability to learn and understand new technologies with relative ease and to apply new learning to problem investigation / fault resolution
Proactively identifies areas for improvement, shares lessons learned with colleagues and encourages others to do the same
Good communication and interpersonal skills
Ability to handle concurrent tasks with appropriate priority
Dedicated and responsible with a strong commitment to the assigned task
Ability to communicate across a variety of audiences, including business people and other IT Teams
Excellent problem solving and trouble shooting skills. In particular the ability to see patterns and solutions where others may not.
Personal behaviors and values that nurture openness, honesty, trust, mutual respect and support from all team members in line with service excellence ideals
Self-driven and ability to work independently and interact with project teams & Support Teams effectively.
Microsoft, ITIL or other appropriate qualifications are desirable.
Customer focused with a passion and drive to deliver customer satisfaction and value to the business
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