Salary: 70,000 - 70,000 GBP per year Requirements:
* I’m seeking a candidate who has at least 5 years in a technical customer support role and has experience working with third-party service providers. A solid understanding of core service management concepts, including Incident & Problem Management, Change Management, and Request Fulfilment, is essential. Familiarity with ServiceNow or similar ITSM tools is also required. You should have experience with the Windows .NET Framework, including languages such as VB.Net, C#, and ASP.Net, along with proficiency in Transact-SQL/MS SQL Server, and Visual Studio 2015. I expect you to be skilled in writing SQL, working with stored procedures, and handling data in relational databases like DB2 and SQL Server. Experience with MS SQL SSIS/SSRS and application monitoring tools is a plus.
* Additionally, you should have client requirement gathering, prioritization, and scoping experience, alongside excellent written and verbal communication skills, particularly the ability to convey complex technical issues in business-friendly language. A passion for customer service and an understanding of its value to users are crucial. Desirable skills include ITIL Service Management Certification or equivalent, experience with outsourced and offshore services, basic knowledge of application design and security concepts, and familiarity with software development on a Microsoft technology stack. Experience with Azure-based applications, Microsoft Cloud technologies, and using SolarWinds for application monitoring will be beneficial. A four-year college education in Computer Science, Engineering, or a related field, or equivalent experience, is also required.
Responsibilities:
* In my organization, you will join our 2nd Line Support team as a Senior Application Support Analyst in our London City office, reporting to the Application Support Lead. Your key responsibilities will include assisting end users with application-related issues, monitoring applications, performing both proactive and reactive maintenance, and driving continuous service improvements. You will manage the relationship with third-party support services, including daily stand-up calls and ensuring all processes are followed. It's important for you to identify gaps and drive service improvements while guiding the team to prioritize business-critical activities.
* You will be responsible for operations and service delivery, including monthly reporting on incidents, requests, and problems, building relationships with business stakeholders and end users, and analyzing tickets to identify recurring issues. You will propose permanent solutions and automation opportunities in support activities. Your role will also involve attending weekly CAB meetings to present changes to be implemented by the Application Support team, ensuring that housekeeping and maintenance tasks are completed on time, and that SLAs are met. Furthermore, you will ensure that knowledge is shared across the team to eliminate key person dependencies, keeping all relevant documentation up to date and mentoring junior team members.
Technologies:
* .NET Framework
* ASP.NET
* Azure
* C#
* Cloud
* Support
* ITIL
* SQL
* Security
* ServiceNow
* SSIS
* Visual Studio
* Windows
* Office 365
More:
We offer a competitive salary ranging from £60,000 to £72,500 per annum, plus a bonus. The role involves hybrid working, allowing you to spend two days on-site in Central London. The interview process consists of two stages: the first stage will be virtual, followed by a face-to-face interview. Our company operates within the Insurance Services sector, and we look forward to welcoming a talented individual who can contribute to our transition to an in-house application management model.