Application Services Analyst required by our leading client in Stratford to be responsible for support, integration, operations and application administration of enterprise systems/applications including in-house or vendor applications for Group. The role holder will also be heavily involved in the ITIL incident, problem management and change processes in their day to day role.
Role and responsibilities:
? Work on ticket resolution as part of the Service Operations team, resolving tickets within SLA
? Act as an escalation point for advanced, high severity or difficult issues.
? As and when required involve other internal support specialists &/or 3rd parties to ensure issues are addressed to a satisfactory quality and in a timely manner whilst retaining issue responsibility throughout the process.
? Escalate to Service Management team to ensure their involvement in line with resolution targets and incident severity protocols.
? Document full maintenance plan and input into Forward Schedule of Change for the application portfolio
? Set standards and procedures for SD to apply diagnostic utilities to aid in troubleshooting and use these as required in activities for this role.
? Provide cover for Service Desk should it be required
? Set standards and procedures for accessing technology
? Significant experience and expert level knowledge of supporting Windows 7 & Server 2008/2012 in an enterprise scale environment.
? Significant experience and query level knowledge of Microsoft SQL Server
? Experience of application & exposure to infrastructure support within 1,000+ user organisations
? Experience managing delivery of suppliers to support in delivering to our SLAs.
? Ability to proactively understand issues by viewing trend data, understanding of user issues or recognising repetitive tickets.
? 3rd line application support experience within a similar size organisation, supporting bespoke/line of business applications.
? Demonstrable experience and understanding of Incident/Problem/Change Management as defined by ITIL
? ETL and data management
? Experience of the following applications highly desirable:
o Orchard Housing, OSKA, Databases (SQL, Progress etc., Civica EDM, Microsoft Dynamics CRM, In-house applications, Solarwinds, LANDesk, IT Service Management Tools such as Remedy, ServiceNow.
CompTIA A+ or equivalent
ITIL V3 Foundation or greater
MS SQL Server MCP or equivalent
MSCE level certification in at least 2 areas out of following server / desktop /
Capita IT Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.
Capita IT Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.
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