Senior Technical Support Analyst

You'll deliver top-tier support for maintaining and configuring business data and systems, including managing IT projects, leading business meetings, overseeing intricate housing data processes, resolving escalated incidents, offering expertise to colleagues, streamlining processes, and applying automation for data-related tasks in line with management's strategic vision.

Client Details

My client is one of the largest housing associations in London.

Description

You'll deliver top-tier support for maintaining and configuring business data and systems, including managing IT projects, leading business meetings, overseeing intricate housing data processes, resolving escalated incidents, offering expertise to colleagues, streamlining processes, and applying automation for data-related tasks in line with management's strategic vision.

Responsibilities for this role include:

• Assessing requests for change and liaising with system owners to ensure requirements are understood.
• Own the management of one or more critical business applications through their life cycle, co-ordinating and managing upgrades for these.
• For Application(s) that fall under your ownership, manage the day-to-day relationship with the business owner and software supplier's Technical Support.
• Troubleshooting complex incidents and service and change requests through appropriate channels.
• Pro-actively monitoring and managing Service Desk ticket queues for the Team, ensuring that SLAs are adhered to.
• Lead on IT projects relating to application upgrades within your remit.
• Participating in corporate projects to support the management and delivery of ICT workstreams.
• Support the transition of bespoke developments and commercial software applications into operational support, ensuring that the Software Support
• Team has sufficient technical and user documentation together with knowledge transferred from Internal developers or Vendors to efficiently manage the solution.
• Ensure the efficient operation of system interfaces, scripts, and scheduled, creating documentation that may be required for support of the application.

• You will be mapping key data sets and existing properties and documentations

• Supporting finance system improvement and creating it on TCRM and how it needs to work in the background to the NEC Housing systems

Profile

The successful candidate must have experience using, SQL, carrying out requirements gathering, data analysis and have excellent communication skills.

The successful candidate will have experience in the following:

• Oversee 3rd line incident management, troubleshoot service requests, and ensure timely resolution within Service Level Agreements.
• Design and implement enhancements to managed applications, supporting the Software Support team in delivering stable solutions.
• Align with industry best practices like ISO, ITIL, or SDI standards as directed by Management.
• Maintain high customer satisfaction, ensuring effective communication with staff and business owners.
• Manage one or more critical business applications, including upgrades, testing, and collaboration with service managers, users, and suppliers.
• Cultivate relationships with business owners, understanding application functions, critical processes, and key support periods.
• Provide guidance to staff on application support matters, including testing procedures and training requirements for upgrades or new systems.
• Draft Requests for Change documentation for submission to the Change Advisory Board (CAB) when changes to the live environment are necessary.
• Address data security, technical, and reputational risks, updating risk registers as needed.
• Identify and address application faults, escalating issues to software vendor Technical Support for root cause analysis.
• Own, manage, and plan the administration, configuration, and scripting of business-critical processes, mitigating risks in advance.
• Maintain and revise the standard and specialist document set for the IT Department.
• Contribute to the formation of the IT Service Plan and operational service plans.
• Represent the IT Department in relevant forums, including large-scale procurement exercises.
• Attend vendor user group meetings to represent and promote interests, potentially involving travel within the UK.
• Prepare technical reports by collecting, analyzing, and summarizing information and trends.

The following skills are desired for this role:

• Proven expertise for SQL Server technologies; ETL, T-SQL Programming, SSIS, SQL jobs and scheduling.
• An understanding of IT corporate infrastructure (hardware, databases, client devices, Windows operating systems, active directory services, and generic applications etc.) used within a corporate IT environment.
• Experience of working as a technical lead on projects.
• Experience of working in a technical customer facing role, displaying a consistent professional attitude, and always demonstrating customer focussed behaviour
• Experience of writing technical documentation.
• Pivot table knowledge
• Experience of Documentation
• Expertise in MS Dynamics CRM
• Expertise in requirements analysis and solution design. Defining Technical Documentation and Technical specifications (Desirable)
• Expertise in PL SQL
• Experience of ITIL Incident and Change management processes would be an advantage (Desirable).

Job Offer

This role is paying up to £57000 per year and is based in central London.

Hybrid working is offered for this role!

Please enquire within to find out more out more.

The successful candidate must have experience using, SQL, carrying out requirements gathering, data analysis and have excellent communication skills.