Job Description

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

SUMMARY

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.

POSITION RESPONSIBILITIES



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

Project Work:

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

ABOUT YOU You must have:

-

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

Desirable:

-

PowerShell

AWS

Argo

MySQL

Grafana

ITIL Knowledge



Able to demonstrate ESGs key values of

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. ISO AWARENESS

Follow IMS Policies

Reporting of Incidents

ISO Responsibilities

ISO Staff Awareness

For more information on how we process your information please see our privacy notice which can be found on our website https://esgglobal.com/privacy-policy/