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Support Analyst - Business Applications

  • Location: Aberdeen
  • Job type: Contract
  • Sector: IT / Helpdesk Support, IT Manager / Engineer / Designer
  • Date posted: 11/05/2018
  • Job reference: VR/43691
Job Summary
The primary purpose of this role is to provide a full range of 2nd line support activities under the ITIL framework for the business application team portfolio of applications.
Based in Aberdeen and reporting to the Business Applications Team Lead, the post holder will work closely with all functions of the business, predominantly in Aberdeen but also Uxbridge, Offshore and any of our other assets. They will also work in close coordination with the IT Action Centre, support and project teams.

This is a varied position and the post holder will be required to work with a range of technologies and applications.


Duties
·In line with ITIL framework assist the business users by resolving issues with the Business Applications portfolio. Provide active management of the call queue and initial response to the user, ensuring Service Level Targets are met. The post holder will take ownership of some of the Application Inventory with responsibility for production software release, through ITIL Change Management.
·Provide the Business Applications Team Lead with call reporting measurements and statistics.
·Monitor and report application software licencing and entitlements
·Understand and translate between user/business requirements and technical suppliers/colleagues.
·Liaise with software suppliers to ensure cost effective, consistent, robust and reliable solutions are implemented and maintained to the quality and SLAs agreed. This includes familiarisation with the relevant vendors product, support programme and upgrade plans.
·Review change/enhancement requests to ensure there is a business justification and that they are cost effective and technically sound.
·Ensure all application documentation is maintained in accordance with prevailing practices.
·Adhere to IT Change Control procedures.
·Have a structured approach to all aspects of the job adhering to corporate standards and awareness/ability to apply IS processes, procedures and policies.

Qualifications required:
Essential
§ITIL
§Degree or similar - in IT/Computer Science subject

§Business Analysis, BCS qualification or similar

KNOWLEDGE / SKILLS / EXPERIENCE
·Minimum 5 years experience in a customer focused support role.
·Relevant and recent experience within the Oil and Gas section working in a similar role.
·Good understanding of Application Landscape within the Oil & Gas sector
·Ability to program and experience of relational database, SQL, VBA and web technologies.
·Good understanding of Server technologies.
·Familiar with structured project methodologies (e.g. Prince2) and some project management skills.
·Strong problem solving and trouble shooting skills.
·Strong interpersonal skills.
·Strong IT background and familiar with current / emerging technologies.
·Good written, oral and presentation skills
·Working knowledge of ServiceNow or similar call management system
·Knowledge of Software Development Lifecycle
·Knowledge of Testing Cycle techniques.
·Technical writing and preparation of system, or user documentation



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