Description
Computer futures are looking for an Application Support Analyst to join a key client based in Gloucester . This role is paying up to £35,000. You will be required to understand system architecture, business processes, application operations and data construction (and replication) - speak "intelligently" with third line support (internal and external) providing effective service delivery (taking ownership ) that meets agreed service levels.Overall Purpose of Role
Service Delivery To be accountable for the delivery of companywide IT applications to the Business Community and adherence to defined service levels. The Applications Support Analyst takes responsibility for service recovery ensuring all parties required to resolve the incident are working together to the correct priority level.
Problem and Incident Management To undertake incident and problem investigation according to the relevant processes with the aim of reducing incidents, user down time and avoiding repeat incidents, whilst meeting agreed service levels. Identifies and notifies the relevant management business teams of any incidents likely to deviate from agreed service levels and takes corrective action. Takes ownership and personal responsibility for the resolution of high and critical impact incidents following the communications protocols to ensure business users and management are kept informed. Differentiates non-critical and critical problem symptoms, able to devise root cause solutions, implementing acceptable workarounds for issues reported, and pulls together relevant parties to determine short term solution.
- Undertakes and provides technical skills to problem solving
- Takes clear ownership of problem determination / resolutions assigned
- Provides complete of problem analysis / impact analysis process skills to assigned problems
- Ensures completeness of root cause and recommend resolution / workarounds
Service Request Fulfilment To ensure that all Service and Development requests assigned are expedited according to agreed service levels and development requests are fulfilled to requirements and time lines specified
Service Transition Supports applications implementations, upgrades and improvements (service and development requests) either internally or through direct/indirect supervision of third party suppliers or internal systems experts. To manage the transition of applications and systems from project teams in to the business as usual support ensuring correct education, documentation, service level agreements and processes are supplied
Relationship Management To develop collaborative and professional working relationships with IT colleagues, super users and business customers with the
Please Respond with your most up to date CV if this role fits you skill set.
To find out more about Computer Futures please visit www.computerfutures.com