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Support Analyst

  • Location: Aberdeen
  • Job type: Contract
  • Sector: IT / Helpdesk Support
  • Date posted: 06/03/2018
  • Job reference: VR/43519
Our client is currently recruiting for a Support Analyst on a contract basis in Aberdeen.

Responsible for the operational support and administration of the Opentext suite of applications including Content Server 10.5, eForms and Kofax, Opentext Directory Services and Adlib Express.
This role will also provide governance, guidance and recommendations around operational support and administration related topics where required and undertake 3rd Line support activities including Metadata Management & Implementation and Search Interface implementation.



Conducts all activities in a safe and effective manner and raises safety and environmental issues immediately and in line with corporate policy.

Undertakes the role in line with corporate policy and demonstrates behaviours in line with clients values at all times.
Readily accepts accountability.

Carries out duties in a way that maximises value and minimises waste and risk.


Project Support:
Provide technical advice, assistance and support for other IM activities that have a technical component e.g. deployment of enhanced functionality.
Provide support to the IM Applications Team for Permissions Management & Implementation activity where required.
Provide support to the IM Applications Team for Metadata Management & Implementation activity where required.
Content Bulkloading.
Search Interface implementation.
Testing as part of Change Management activities.

Preventative Maintenance:
Perform daily, weekly and monthly preventative maintenance checks.
Provide support to the IM Applications Team.
System Health Checks & Capacity Planning and all resultant remediation activity.
System Usage profiles and Data profile reporting.
Application Patching.
Software upgrades.
Administration Password Management.
Pre-production environment Management & Administration.
Hardware upgrades.
Capacity Planning System Configuration - Data Tiers, Search & Index etc.
Testing and Change Management.

Operational Support:
3rd Line Support issues.
System Performance issues.
Workflow Solutions support.
System Configuration.
Resolution of hardware issues.
Resolution of Search & Index issues.

Actively seeks opportunities to improve IM Applications Team support documentation & framework.
Co-ordinates and contributes to maintaining Change Management Schedules covering the UK IM suite of applications.
Supports IM Applications Team in maintaining content and quality of Current Application Configuration document covering the UK IM suite of applications.
Supports IM Applications Team in maintaining content and quality of Work Instructions to provide step-by-step guidance on recurring application setup and configuration procedures covering the UK IM suite of applications.
Supports IM Applications Team in maintaining content and quality of Preventative Maintenance Standard Operating Procedures covering the UK IM suite of applications.

Collaborates with others in the team and looks for opportunities to leverage their network and work with others to develop safe, practical and effective solutions.

Continuous Improvement & Innovation:
Continuously improves methods of working by seeking feedback from colleagues and key stakeholders.
Complies with the project management disciplines, effectively utilises knowledge databases and actively participates in project reviews

Capability Development:
Looks for opportunities to develop technical and personal skills both by formal learning interventions and work experience.
Coaches team colleagues where appropriate and demonstrates a personal commitment to lifelong learning

People Processes:
Engages with people processes in a positive and timely manner. Demonstrates a commitment to the spirit of such processes.
Performs other duties, completes additional tasks and supports ad hoc projects as required.

Degree qualified or equivalent in Computer Science, Information Technology, Engineering or related subject.
Open Text Certified System Administrator.
Livelink server versions 9.x (10.5 advantageous) and Content Server 10.x.
Livelink Performance Analyser and Monitoring Tools.
Records Management & Classification desirable.
Windows 7, Internet Explorer and Citrix.
Working knowledge of Windows Server 2003 & 2008.
Working knowledge of Active Directory.

Extensive experience with System Administration of Livelink document management systems.
Extensive knowledge of Livelink system architecture and strong product knowledge.
Proven experience of Livelink upgrades, system capacity planning and implementations of successful preventative maintenance programmes including Health Checks.
Knowledge of Livelink Workflows and/or eForms Management Server, working knowledge of Open Text SDK.
Substantial experience in IT - preferably within the oil and gas industry.
Excellent analytical and problem solving skills, attention to detail.
Excellent documentation skills.
Ability to advise and assist other team members in the provision of services.
Ability to demonstrate added value to Policy and Procedural definition and governance.
Ability to demonstrate excellent verbal, written and interpersonal skills.
Proven ability to effectively manage change.
Oil and Gas experience desirable but not essential.
Knowledge of Opentext Directory Services (OTDS).

Adaptability/ Managing Change
Global Cultural Sensitivity
Technical/ Operating Skills
Total Business Understanding