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Support Developer Analyst

Equiniti
Job LocationBelfast
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent,full-timeB

Job Description

This support role will involve working to cover the wide range of Equiniti ICS 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.
  • 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.Business FunctionEquiniti ICS keeps things running smoothly for some of the worlds best known brands and public sector organisations. Our activities are often mission-critical to our clients. By taking care of these services, we free them to focus on what matters most.We develop innovative case and document management platforms that support organisations on their journey to digital excellence in the UK and Ireland private and public sectors.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.
  • Prioritise functional and hierarchical escalations from customers to ensure they receive the highest level of service.
  • Prepare and maintain work instructions for repetitive support activities.
  • Ensure Change control procedures are adhered to.
  • Provide help and advice to customers on their UAT releases.
Skills, Knowledge & ExperienceThe successful candidate will demonstrate the following:Essential
  • Experience in a similar role supporting customers on technical, software or 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 written and verbal communication.
  • Strong incident analysis skills.
  • Communicates professionally with both clients and colleagues, using interpersonal skills to work with other teams to resolve outstanding issues.
  • Able to work within tight deadlines.
  • Able to learn new applications/processes on the job.
  • Able to rapidly absorb new technical information and apply it effectively.
  • Knowledge and experience of three of the following technologies and skills:
    • C#
    • MVC
    • N-Tier development (using web services)
    • SQL Server
    • XML/XSLT
    • Team Foundation Server (TFS)
    • DevOps
  • Has a positive "can do" attitude towards the technical and commercial challenges facing Equiniti and our customers.
  • You will be required to successfully complete a Baseline Personnel Security Check (BPSC).
  • You may be required to successfully complete a Security Clearance (SC) check.
Desirable
  • Degree or equivalent qualification in an IT related discipline
  • Knowledge and experience of the following technologies and skills would be advantageous:
    • ASP.Net
    • JavaScript
    • SQL Server Reporting Services (SSRS)
    • SQL Server Integration Services (SSIS)
    • SQL Server Replication
    • PowerShell
    • Oracle
    • C or C++
    • Kofax
    • Adobe
    • DI-Diver
    • MS Cube
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.

Keyskills :
Application SupportSoftware DevelopmentSQLTechnical Support

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