Application Support Analyst; T

We are an innovative and market-leading software & services company based in Chorley serving clients in the utility sector ranging from new entrants to large existing suppliers. We deliver sophisticated software solutions and managed services in a Private Cloud infrastructure, servicing both traditional and modern real-time, smart energy clients.

Department:
Service Operations

Reports To:

Service Support Shift Lead

Work Location:

Chorley - Hybrid

Hours of Work: 37.5

Position Type:
Full-Time

Rate Type:
Salary

Grade: 3

We are an innovative and market-leading software & services company based in Chorley serving clients in the utility sector ranging from new entrants to large existing suppliers. We deliver sophisticated software solutions and managed services in a Private Cloud infrastructure, servicing both traditional and modern real-time, smart energy clients.

We operate a Hybrid working policy so you will be able to flex between working in the office and your home location to carry out this role, however during your initial training period the need to be in office with other team members will be essential. Our UK office is based in Chorley, which is where you will be based.

The Application Support team will be responsible for installing, maintaining, monitoring, and supporting the Titanium, Pricing & Billing Suite of ESG applications that serve our Energy Market Participant clients. Daily activities will vary from small-scale incident resolution to large-scale project delivery. Analysts will work together and with various internal teams to deliver solutions and to support the day-to-day running of our clients' services.

While this position is full-time, we are open to discussing flexible working patterns that accommodate individual needs. If you require flexibility in your work schedule, please let us know during the application process, and we will do our best to accommodate your needs.

• Provide front line support to customers
• Troubleshoot and resolve software problems, internally and externally
• Provide application support and guidance, internally and externally
• Completion of incident reports
• Participation in helpdesk review and analysis
• Installation, configuration, and maintenance of software applications to test environments
• Installation, configuration, and maintenance of software applications on production environments
• Work with Infrastructure, Network and Product Development teams to investigate complex issues, identify and implement solutions to new and re-occurring problems
• Work with other members of staff to ensure transfer of knowledge and understanding of problems, practices and processes
• Develop documentation that aids successful implementation and operation of software applications for both new deployments and existing
• Develop documentation and mappings of upgrade procedures for general and specific scenarios
• Demonstrate knowledge of the entire ESG product suite to facilitate the deployment of applications on a customer's environment, including variable parameters
• Analyse and evaluate existing or proposed software systems to determine feasibility, time required and process
• Record and maintain system documentation and software inventories
• Follow procedures and seek assistance when guidelines are inadequate, deviations from the standard are proposed or when unanticipated problems arise
• Document problems and resolutions for future reference
• Understand the importance of configuration management and participate within a formal configuration and change management system
• Understand the importance of change control and work within a formal change control system
• Understand the importance of quality control, to comply with all relevant standards and procedures and participate in quality assurance and control activities

• Understand the concept of solution implementation; assist in the implementation of new and amended solutions
• Report progress and participate in progress meetings
• Contribute to the project planning process by providing estimates of effort and elapsed time for the assigned work; to advise of any deviations from the plan

• Knowledge and experience of Software Deployment
• Knowledge and experience of Customer Support
• Knowledge and experience of SQL Databases
• Knowledge and experience of System Monitoring Solutions
• Strong attention to detail
• Strong problem solving and organisational skills
• Excellent written and oral communications
• Excellent Customer Service skills including Customer-Facing

• Power Shell
• AWS
• Argo
• MySQL
• Grafana
• ITIL Knowledge

• Excellence: be accountable to deliver our best
• Passion: show how much we care each day
• Integrity: do the right thing when no one is looking
• Collaboration:
  
  work together to succeed together

We welcome diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

• Follow IMS Policies
• Reporting of…