Application Support Analyst

Aberdeen, Scotland — activTechnology

PRIMARY FUNCTION

The activ8 Support Analyst shall be responsible for assisting in the successful implementation and support of the activ8 application globally.

This will include assisting with the testing and verification of any configuration and customisation effort undertaken for a customer is fit for purpose.

In addition, you will be involved in responding effectively and efficiently to all activ8 queries (internal and external) which includes for the monitoring and closure of all activ8 related incidents within the activpayroll Service Desk application.

DUTIES & RESPONSIBILITIES

Principal Duties

  • Responding to support requests and incidents reported by users, working to resolve requests for support in accordance with agreed service levels
  • Providing guidance to application end users on application best practice
  • Applying fixes and upgrades as required and assisting with the testing of larger development projects
  • Coordinating projects to make enhancements to products and provide support to larger projects
  • Excellent communication and customers service skills and ability to work with end users at all levels

Service Excellence

  • Responding efficiently to all activ8 queries via email and telephone
  • Ensuring that any issues / problems are escalated appropriately
  • Ensuring that activ8 configuration / customisations are performed in accordance with any agreed schedule

Team Focus

  • Ability to work under pressure and to strict deadlines
  • A high level of personal drive and self-motivation with an ability to work in isolation when required
  • A willingness to learn new tasks and be flexible
  • Ability to balance priorities to achieve results
  • Ability to build and maintain effective relationships both internally and externally with customers

Commercial Awareness

  • Showing initiative with new ideas and product improvements
  • Ability to manage application configuration projects to ensure they are accurate, on-time, within budget and within project scope

Competencies

  • A relevant Computing Degree is desirable
  • Relevant technical skills deploying, managing and supporting SaaS systems
  • Experience supporting SaaS solutions is desirable
  • Experience of developing and maintaining relationships with internal and external customers is desirable
Your application