Senior Application Support Analyst

Manchester, Lancashire
Michael Page Technology

You will be a subject matter expert, supporting and maintaining Software Application Systems, ensuring services that underpin the company’s business processes are available globally.

You will be part of a team supporting ERP, CRM, HR, E-commerce, and collaboration tools (Intranet, SharePoint, Microsoft Teams).

Client Details

A Global Technology software provider within the Health care sector.

Description

• Provide 2nd/3rd line application and database support on multiple business systems.
• Work with internal teams, software, and other vendors and developers as appropriate to move new business systems and system upgrades into live operation, including completing system validation tasks and all necessary work instructions for live operation and support, and subsequently resolve application/systems/integration issues during live running,
• Work with internal/external infrastructure and database admins/support services to resolve infrastructure issues affecting system usage, including amongst others connectivity, SSO authentication, mobile devices/applications, shop floor data collection/warehouse scanning, printing, browser, and GUI versions, anti-virus and vitalisation compatibility, and database issues,
• Provide workarounds to ensure systems remain operational, provide feedback to incident manager regarding all incidents, and update ticket/case management and knowledge base systems
• Conduct root cause analyses/ITIL problem management and liaise with software development/software vendor to assist with patching,
• Provide tips/training to end-users and in-country support teams and superusers on software applications in scope, developing knowledge base material,
• Develop work instructions and complete regular operations tasks relating to the systems at regular intervals – including loading and processing data,
• On-board customers and trading partners to portals and other services,
• Establish and troubleshoot systems integrations using iPaaS tools,
• Conduct regular Disaster Recovery tests of systems and services,
• Conduct impact assessments of software maintenance releases, and plans, and direct upgrade activities,
• Develop operational reports/inquiries/dashboards as business system demands using appropriate tools,
• Conduct ‘low-code’ development for example using ‘App builder’ tools.

Profile

• A background in Application support or Software Development.
• Knowledge of supporting business systems such as ERP (IFS would be highly desirable), CRM, HR applications, web content management, E-commerce, and collaboration tools such as Teams).
• Knowledge in transfer to operations (service transition) processes on at least one major system.
• Ability to write clear, succinct work instructions, technical notes, user instructions, online help,
• Strong English skills (additional languages such as Spanish, German, and French would be useful)
• Proven ability in providing support directly to end-users or customers,
• Strong listening and verbal communication skills,
• Analytical,
• Good working knowledge of Microsoft productivity tools.

Desirable

• Understanding of Oracle or SQL server databases,
• Understanding of SQL and reporting/visualisation tools for example SAP Crystal, Microsoft Power BI, (SSIS, SSRS also would be useful, though not essential),
• IFS ERP technical architecture and database schema knowledge,
• Understanding of application integration technologies (APIs and iPaaS solutions),
• Background in Training end-users.

Job Offer

Work with a team passionate about developing Life changing Technology, whilst working within an environment where you feel valued and are empowered to achieve your goals. You can up-skill and take advantage of the top-tier training they will provide you with to equip you with all the knowledge and skills you need to achieve your current and future career goals.