Job Description

Description

At System C, we create software that helps drive 21st century health and social care in the UK. Using leading-edge technology and data, our systems are trusted by hundreds of health and social care organisations, our work impacts millions of lives every day. What we do matters.


The

Application Support Specialist

role will provide support to the service desks and will work as part of a team that supports our clinical products. The post-holder will be in direct contact with customers on a regular basis and will be responsible for ensuring customers issues are investigated updated and managed within SLA. The remit of this role will include working across teams consisting of developers, product managers, technical support, and software engineers.

Duties and Responsibilities:

Manage the support of customer issues using the company ITSM tool, JIRA Investigate incidents related to the products which may require the use of Microsoft SQL Use initiative to process and prioritise faults according to incident type and in line with SLAs Correctly assign calls to resolver groups or individuals in line with process in a timely manner Author knowledgebase articles for both internal staff and customers Use of strong analytical skills that include the ability to think critically Analyse data, make difficult decisions, and solve complex problems Be involved in the regular running of data fixes. As required apply environment configuration or localisation settings Ensure technical documentation is up to date Ensure ITIL process is followed for all incidents Ensure all time spent is accurately logged on the Service Desk system Attend meetings as required, these may be in other System C offices from time to time. Assisting the manager in organising, planning, and implementing strategy Participate in out of hours on call rota

Skills and Experience:

The post holder must have knowledge / experience of:

Providing remote support for software applications Triage and troubleshoot application related tickets in line with SLAs Knowledge of JSON / XML payloads for APIs Microsoft SQL Database Administration Web Services and technology such as IIS Technical operations and technical troubleshooting Excellent ability to communicate effectively with all levels of technical, non-technical Ability to organise and co-ordinate areas of work for yourself and others A passion for supporting software applications and a willingness to share knowledge Writing technical documentation and knowledgebase articles ITIL Foundation qualification or experience of working within an ITIL Service framework Monitoring releases and updating outstanding issues affected by them Strong written & verbal communication and interpersonal skills Excellent customer relationship skills

Desirable Skills:

It is desirable for the post-holder to have knowledge / experience of:

Working within a software development company Advanced Microsoft SQL server including stored procedure, schemas, and functions Knowledge of HL7 Interface messaging Agile software development JIRA and Confluence Software testing iOS * Cloud-based solutions such as Microsoft Azure