Support Developer Analyst

Job Description

The Equiniti ICS business provides large scale solutions to major corporate clients and public sector organisations. The Perito Case Practice is responsible for the development and support of scalable, flexible, and customised case management solutions.The Perito Case solution handles over 4.5 million cases per annum and incorporates cutting edge, market leading technologies for process, document and database management.This support role will involve working to cover the wide range of Equiniti customer support activities, under the direction of the Head of Client Delivery. You will provide application support and advice to:

• Live customers via phone, email and web based communication tools
• BAU customers on their UAT and Production releases (incl. Change)
• Internal management e.g. Service Managers, Change Managers and Project Managers
• Other internal teams e.g. technical support, development and QA

The support team work shifts to cover the core UK business hours of 07.00 to 19.00, Monday to Friday. There may be a requirement to provide support outside of normal UK working hours and weekends, via an on-call or pre-arranged basis.There may be a requirement to visit regional offices including some overseas travel.You will be required to successfully complete a Security Clearance (SC) check.Key ResponsibilitiesThe successful candidate will be responsible for the following:

• To provide 2nd/3rd line application support to internal and external customers.
• Monitor and manage cases on the support queue.
• Own and be responsible for the management of application support cases within the Service Desk toolset from first customer contact to closure.
• Advise on business processes and the use of Equiniti systems.
• Analyse problems to resolve or provide detailed information to enable root cause identification.
• Restore normal service operation as quickly as possible in the case of disruption.
• Ensure timely and effective resolution of customer incidents and service requests in line with service level agreements.
• Work closely with the Practice Lead to deliver the support objectives and improve the customer service experience.
• Assist the support developer analysts with technical queries and improve the knowledge and capabilities through skillset development and knowledge management.

Skills, Knowledge & ExperienceThe successful candidate will demonstrate the following:Essential

• Experience in a senior role supporting customers on technical, software and database related issues.
• You are a team player with good interpersonal skills and a drive to take ownership of and responsibility for the tasks assigned to you.
• Strong incident analysis skills.
• Communicates professionally with both clients and colleagues, using interpersonal skills to work with other teams to resolve outstanding issues.
• Knowledge and experience of the following technologies and skills:
  • C#
  • MVC
  • N-Tier development (using web services)
  • SQL Server (incl. SSIS and SSRS)
  • XML/XSLT
  • JavaScript
  • DevOps
  • PowerShell
• Has a positive "can do" attitude towards the technical and commercial challenges facing Equiniti and our customers

Desirable

• Degree or equivalent qualification in an IT related discipline
• Knowledge and experience of the following technologies and skills would be advantageous:
  • ASP.Net
  • Agresso / Unit4 Business World
  • Oracle
  • C or C++
  • Kofax
  • New Relic
  • Adobe
  • DI-Diver

EQ BenefitsBeing a permanent member of the team at EQ you will rewarded by our company benefits, these are just a few of what is on offer:

• Comprehensive training with clearly defined career progression opportunities
• 27 days annual leave + bank holidays
• Flexible benefit which you can use to purchase additional benefits which include, private health insurance, travel insurance, gym memberships and many more you can chose from, or get it paid your flexible benefit amount on top of your annual salary
• Life assurance x 4 of your annual salary
• Opportunity to join a great pension scheme
• Staff engagement - Opportunities to receive recognition and rewards.
• Great learning support

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civilpartnerships.Please note any offer of employment is subject to satisfactory pre-employment screening checks. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.