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SalaryJob Description
Company:
Finning (UK) Ltd
Worker Type:
Permanent
Position Overview:
We have a rare opportunity for a Senior Platform Support Analyst to join our team based in Cannock.
As a Senior Platform Support Analyst you will be participating as an active member of the team, ensuring efficiency and customer satisfaction. The Senior Platform Support Analyst provides global support by following and providing input into the existing support process governance model for the Cubiq platform.
As part of our continued commitment to all employees, Finning partners with three independent salary assessors to ensure our annually reviewed salaries are current and competitive.
Alongside 25 days holiday, an annual performance-based bonus, life insurance, up to 7% pension, access to the company's share scheme, private medical insurance, and company car or allowance, you will benefit from enhanced maternity and paternity packages, family-friendly policies to support working parents, enhanced flexible working options, support from a team of 40+ Mental Health first aiders, employee wellbeing solutions, an electric car scheme (UK), the opportunity to work with your charity of choice, and length of service or recognition awards.
Job Description:
Major Job Functions:
Co-manage the existing backlog of bugs and small feature enhancements and communicate schedules and releases.
Work with other Global members of your team to provide support coverage and assistance in Finning's other regions of operation.
Create and implement a framework for communicating the schedules, planned outages and releases fixes.
A heavy focus of the Platform Support Team is on work that increases operational service capability and efficiency and also enables support teams to be self-sufficient, decreasing costs to sustain and operate the system. This includes:
Provide Level II technical support for the Cubiq platform, including data analysis, pipeline and API monitoring, troubleshooting of reported bugs, performing Business as Usual maintenance and administration tasks (data uploads, asset overrides, report generations etc.) and documentation creation.
Work closely with the Customer Support Team and the Platform Operations Team to troubleshoot problems, and ensure proper documentation of all issues is performed
Specific Skills:
Essential - Thorough understanding of data models and data interdependencies. Ability to understand database relationships and concepts almost to the level of a Database Administrator in MS SQL.
Essential - Demonstrable knowledge and ability to construct complex SQL statements to query multiple databases, generate reports, create data extracts and detect and fix data errors.
Essential - Familiar with data telemetry and data manipulation in MS SQL.
Excellent problem-solver with analytical skills to solve complex business problems through IT innovation
Good communication and interpersonal skills and a customer orientated approach to management, with the ability to build positive relationships
A committed and positive attitude along with an obvious customer focus
Excellent verbal and written communication skills
Strong critical thinking and troubleshooting skills
Team Focus - understands team dynamics and works extremely well on a team
Outcome Focus - experience with outcome-oriented planning and implementation; respects schedules and works as part of a team to meet schedule milestones
Ability to determine and transform client needs/strategies into suitable solutions and to be innovative when creating workarounds for reported issues
Strong focus on service and working in a service delivery environment
Resilience, with the ability to adapt under changing business priorities.
Ability to develop positive rapport with employees at all levels in the organization
Enthusiastic, motivated and a self-starter with good time management skills
Knowledge:
Direct hands-on experience in Technical Customer Support
Understanding of change control and change management processes related to IT
Understanding of software development realities, deployment and infrastructure challenges and have an exceptional ability to communicate and simplify complex situations and create recovery plans and actions as needed
Desirable - proficient knowledge of ServiceNow or similar ITSM tools.
Excellent knowledge of MS Office (Outlook, Excel, Word and PowerPoint) and desirable MS Teams and SharePoint
Deep understanding of data analysis
Education & Experience:
Degree/High Level Qualification in Computer Science /IT related discipline or equivalent industry experience
5+ years working in a global service support operations organization with 24/7 coverage accountability - preferably in in a global environment
3+ years hands-on experience with SQL (preferred MS-SQL) and NoSQL (preferred CosmosDB) databases
3+ years hands-on experience programming automation tasks to improve operational effectiveness (preferred PowerShell, Python)
3+ years hands-on experience in technical operations of custom developed cloud services (Azure Monitor and Azure Log Analytics preferred) that had external and internal SLAs
Hands-on experience building operations reports (PowerBI, Azure Dashboards, Excel preferred)
Familiar with DevOps and SRE practices (e.g. SLOs)
Proficient knowledge of object-oriented design and Microservice architecture design.
Desirable - experience as a member of a multi-region and/or multi-language support team
Experience in quality assurance of software
Experience as a key contributor in building and enhancing enterprise-class systems through the entire software lifecycle - Analyze, Design, Build, Test, Implement and Support.
Strong communication and collaboration skills to partner effectively with teams throughout the organization.
IND1
At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, and/or mental or physical disabilities. Furthermore, Finning is committed to collaborating with and providing reasonable accommodations /adjustments to individuals with disabilities. If you require an adjustment/accommodation at any point during the recruitment process, please inform your recruiter.
Finning (UK) Ltd
Worker Type:
Permanent
Position Overview:
We have a rare opportunity for a Senior Platform Support Analyst to join our team based in Cannock.
As a Senior Platform Support Analyst you will be participating as an active member of the team, ensuring efficiency and customer satisfaction. The Senior Platform Support Analyst provides global support by following and providing input into the existing support process governance model for the Cubiq platform.
As part of our continued commitment to all employees, Finning partners with three independent salary assessors to ensure our annually reviewed salaries are current and competitive.
Alongside 25 days holiday, an annual performance-based bonus, life insurance, up to 7% pension, access to the company's share scheme, private medical insurance, and company car or allowance, you will benefit from enhanced maternity and paternity packages, family-friendly policies to support working parents, enhanced flexible working options, support from a team of 40+ Mental Health first aiders, employee wellbeing solutions, an electric car scheme (UK), the opportunity to work with your charity of choice, and length of service or recognition awards.
Job Description:
Major Job Functions:
Co-manage the existing backlog of bugs and small feature enhancements and communicate schedules and releases.
Work with other Global members of your team to provide support coverage and assistance in Finning's other regions of operation.
Create and implement a framework for communicating the schedules, planned outages and releases fixes.
A heavy focus of the Platform Support Team is on work that increases operational service capability and efficiency and also enables support teams to be self-sufficient, decreasing costs to sustain and operate the system. This includes:
Provide Level II technical support for the Cubiq platform, including data analysis, pipeline and API monitoring, troubleshooting of reported bugs, performing Business as Usual maintenance and administration tasks (data uploads, asset overrides, report generations etc.) and documentation creation.
Work closely with the Customer Support Team and the Platform Operations Team to troubleshoot problems, and ensure proper documentation of all issues is performed
Specific Skills:
Essential - Thorough understanding of data models and data interdependencies. Ability to understand database relationships and concepts almost to the level of a Database Administrator in MS SQL.
Essential - Demonstrable knowledge and ability to construct complex SQL statements to query multiple databases, generate reports, create data extracts and detect and fix data errors.
Essential - Familiar with data telemetry and data manipulation in MS SQL.
Excellent problem-solver with analytical skills to solve complex business problems through IT innovation
Good communication and interpersonal skills and a customer orientated approach to management, with the ability to build positive relationships
A committed and positive attitude along with an obvious customer focus
Excellent verbal and written communication skills
Strong critical thinking and troubleshooting skills
Team Focus - understands team dynamics and works extremely well on a team
Outcome Focus - experience with outcome-oriented planning and implementation; respects schedules and works as part of a team to meet schedule milestones
Ability to determine and transform client needs/strategies into suitable solutions and to be innovative when creating workarounds for reported issues
Strong focus on service and working in a service delivery environment
Resilience, with the ability to adapt under changing business priorities.
Ability to develop positive rapport with employees at all levels in the organization
Enthusiastic, motivated and a self-starter with good time management skills
Knowledge:
Direct hands-on experience in Technical Customer Support
Understanding of change control and change management processes related to IT
Understanding of software development realities, deployment and infrastructure challenges and have an exceptional ability to communicate and simplify complex situations and create recovery plans and actions as needed
Desirable - proficient knowledge of ServiceNow or similar ITSM tools.
Excellent knowledge of MS Office (Outlook, Excel, Word and PowerPoint) and desirable MS Teams and SharePoint
Deep understanding of data analysis
Education & Experience:
Degree/High Level Qualification in Computer Science /IT related discipline or equivalent industry experience
5+ years working in a global service support operations organization with 24/7 coverage accountability - preferably in in a global environment
3+ years hands-on experience with SQL (preferred MS-SQL) and NoSQL (preferred CosmosDB) databases
3+ years hands-on experience programming automation tasks to improve operational effectiveness (preferred PowerShell, Python)
3+ years hands-on experience in technical operations of custom developed cloud services (Azure Monitor and Azure Log Analytics preferred) that had external and internal SLAs
Hands-on experience building operations reports (PowerBI, Azure Dashboards, Excel preferred)
Familiar with DevOps and SRE practices (e.g. SLOs)
Proficient knowledge of object-oriented design and Microservice architecture design.
Desirable - experience as a member of a multi-region and/or multi-language support team
Experience in quality assurance of software
Experience as a key contributor in building and enhancing enterprise-class systems through the entire software lifecycle - Analyze, Design, Build, Test, Implement and Support.
Strong communication and collaboration skills to partner effectively with teams throughout the organization.
IND1
At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, and/or mental or physical disabilities. Furthermore, Finning is committed to collaborating with and providing reasonable accommodations /adjustments to individuals with disabilities. If you require an adjustment/accommodation at any point during the recruitment process, please inform your recruiter.
