Technology Support Analyst

Applications and Technology Support Analyst

An exceptional opportunity has arisen to join one of North West’s leading housing associations. Prima Group is an ambitious, forward thinking and innovative place to work, We see our people being key to our success, and are Gold Award members of Investors in People .

As an Applications and Technology Support Analyst you will be assisting, and support in the development of key business systems and applications including the housing management and repairs systems, and other critical business systems. To support in maintaining the usability of key systems and applications for the business and analyse where automated processes could provide improved efficiencies. To assist in configuration of new solutions and to support the business through implementation, testing, troubleshooting, documentation and training.

To support users in the use of key business systems and respond to queries and issues reported by colleagues and suppliers.

Location: Flexible hybrid working arrangements between home and Prima offices (Columbus Quay or Twickenham Drive)

Applications and Technology Support Analyst Main Duties:

• Assist the Systems and Innovation Manager with upgrades and new implementations of a technical nature.
• Managing users and access privileges within keys systems following the Joiners, Movers and Leavers Processes.
• Assist the innovation team in producing training documentation and delivering sessions for staff on key applications.
• Triaging helpdesk tickets and helping with admin, alongside learning the systems and developing skills and knowledge to apply fixes where possible.
• Assisting the Systems and Innovation Manger in Supplier escalations helping manage the responses and fixes within the agreed SLA’s.
• Use data through SQL and Power BI to provide solutions within the business systems, translating business requirements into data solutions that can be used to help drive business decisions.
• Work collaboratively across the business to enhance systems through upgrades and improvements, gaining understanding of operational requirements and translating the technical options to help drive improvements to processing work.
• Provide suitable documentation of key business systems when required.
• Identify and rectify system faults or elevate through the relevant channels.
• Evaluate and analyse usage and activity of business systems and ensure continual improvement.

Applications and Technology Support Analyst Person Requirements:

• A Level standard or Equivalent
• ICT Related Degree is desirable
• Strong commitment to customer service excellence.
• Demonstrates drive and resilience
• Proactive approach to work.
• Self-starting and self-motivated.
• Performance Focused.
• Focus on getting things done.
• Team player
• Flexible and adaptable

Skills & Competencies for the role:

• Knowledge of process mapping methods.
• Knowledge of how projects link together to ensure solutions benefit the company as a whole.
• Communication and documentation skills
• Demonstrable experience of implementing or using systems to improve performance, usability or customer experience.
• Proven experience of business improvement processes,
• A clear understanding of the role of ICT in service delivery.
• Good understanding of best practice in customer services
• Basic knowledge of SQL scripting and reporting
• Familiarity with Helpdesk management would be beneficial
• Experience of using housing management systems would be desirable
• Able to identify and complete automation to manual tasks would be preferred
• Knowledge of the social housing environment and its key operational aimswould be beneficial.

Applications and Technology Support Analyst Benefits- why work for us?

• Generous annual leave
• 24 days annual leave plus bank…