We're looking for two Platform Support Associates to join our IT team.
You will provide 1st line incident and response service to platforms and applications that also extends to security vulnerability and incident management.
The role
The key responsibilities you could be looking after include:
Incident Management:
1. Deliver a 2nd line service that includes technical support and administration.
2. Be highly responsive and contribute to the team's SLA's.
3. Resolve incidents in accordance with the agreed SLA's associated with 'Resolution' and where applicable engage IT partners.
4. Support the integration of platforms with other systems (API), assisting with troubleshooting and resolution of any issues.
Service Request, Problem Management, Service Improvement:
1. Give support to senior team members with maintenance and upgrades for applications and platforms across the organisation.
2. Review trends of incidents and identify underlying problems with applications and platforms.
3. Identify risks and ensure that they are logged accordingly with your team's risk register.
4. Identify and where possible deliver service improvements that contribute to 'creating remarkable journeys' for our customers, partners, and team members.
5. Other reasonable duties as required.
Skills and competencies:
1. Undertake knowledge management activities: identifying, controlling, and storing any pertinent information and maintaining knowledge items to ensure that they are current, relevant, and validated.
2. Understanding the basic data flows between systems.
3. Basic understanding of ITIL processes.
4. Ability to explain complex problems to those with limited technical knowledge and experience.
5. Good organizational and time management skills with the ability to multi-task and meet deadlines.
6. Exceptional customer service and relationship management skills.
Applications and platform (Non-Development) include but not limited to:
Security Platforms, ServiceNow, Access Dimensions.
Essential Knowledge and Experience:
Essential:
1. Proficiency in MS Office (Excel, Word).
2. Experience of working in IT 1st line support.
Preferred:
1. Knowledge and experience of Financial Systems Support (Access Dimensions) or ServiceNow support and administration.
2. Basic SQL experience and understanding XML / JSON files.
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