Application Support Analyst

Posted: 23rd August 2024

Application Support Analyst

Salary: £30,000 - £40,000 Location: UK Job Type: Fixed Term Contract, Full-Time

****This is a 12 month maternity cover role with the possibility of permanent employment following this initial period**

The primary purpose of the Application Support Analyst role is to analyse, respond to and resolve customer service incidents and requests raised for their implemented MDM/PIM solutions. The role ensures that the needs of the customers business are met, and Amplifi’s service level agreements adhered to.

In addition, Amplifi utilises its Application Support team to supplement small projects / small change deliveries with our existing customers.**

At Amplifi we know that our people are our biggest asset, therefore we are committed to hiring individuals who can embrace and embody our relaxed, family feel culture. We are conscious of creating a diverse and inclusive team, and want to hire people into Amplifi who we can empower and progress. We are aware that you may not meet every single requirement on the advert, but we would encourage you to apply or reach out to one of the team as a lot of us did not begin our careers’ at Amplifi as experts.

WHO WE ARE:

Amplifi is the go-to data consultancy for Enterprise organizations that want their success to be driven by data. We empower our customers to innovate, grow and succeed by establishing and delivering strategies across all elements of the data value chain.

From the governance and management of data through to analytics and automation, our integrated approach to modern data ecosystems delivers measurable results through a combination of expert consultancy and best-in-breed technology.

THE ROLE: Amplifi prides itself on building long lasting relationships with its customers and as part of that often enter into ongoing Support and Continuous Improvement arrangements.

The primary purpose of the Application Support Analyst role is to analyse, respond to and resolve customer service incidents and requests raised for their implemented MDM/PIM solutions. The role ensures that the needs of the customers business are met, and Amplifi’s service level agreements adhered to.

In addition, Amplifi utilises its Application Support team to supplement small projects / small change deliveries with our existing customers.

In order to succeed, you will require the willingness to learn and understand the configured MDM/PIM systems and the core business of each of Amplifi’s customers that you will be supporting. Effective communication, problem solving and the ability to work under pressure are required.

The following experience would be beneficial:

• A level of technical product knowledge – MDM/PIM Systems and/or other data centric solutions – experience in Stibo STEP, Inriver or Semachy would be very desirable
• Proven experience of customer IT application support delivery
• A willingness to immerse yourself in learning new technologies
• Business process awareness and customer facing capability
• IT Service Management awareness – ITIL skills and knowledge desirable
• Scripting languages such Javascript preferred but not essential
• Software development skills such as .NET, Java, SQL – preferred but not essential
• Microsoft technology skills desirable – Azure/Server OS/SQL/Sharepoint/Office 365/Active Directory/Exchange
• Investigation and diagnostic skills. The ability to assess, plan, deliver solutions and manage customer expectations in a logical manner
• IT Service Management tool knowledge – ideally Jira

WHAT YOU'LL BE GETTING UP TO:

• Responding to customer service incidents/requests
• Providing updates to requests on the IT Service Management tool
• Liaising with customer contacts to analyse, review and explain solutions where required
• Analyse requests to determine categorisation – for example incident Vs change request
• Working with the Amplifi Support Services Manager to agree on priorities and capacity
• Providing input into customer service management reporting
• Undertaking small software changes in-line with Customer Improvement projects / initiatives.

HOW WE WILL SUPPORT YOU IN YOUR:

• Opportunities to undertake training in the following areas:
• Master Data Management (MDM)
• MDM technologies (e.g. Stibo Systems, inRiver, Semarchy)
• Configuration & build of MDM technologies (gaining appropriate certifications where applicable)
• Data Governance
• Data Migration
• Business Change
• Project Management
• Opportunities to shadow experienced Amplifi consultants on client projects, developing experience in consulting in a client environment.
• Contribute to, and support, internal Amplifi projects and/or research as directed by Amplifi management.

WHAT WE'D LIKE YOU TO BRING:

• A determination and mindset to learn new technologies and deliver customer service excellence as quickly as reasonably possible
• Certifications – ITIL, Project Management or relevant technical accreditation or certification (beneficial, not essential)

WHAT WE WILL OFFER YOU:

• 30 days annual leave plus bank holidays
• Private medical cover through Vitality (this includes, free weekly Café Nero drinks, free cinema tickets, free Apple watch, free amazon prime, and many more rewards through Vitality)
• No dress code
• Enhanced maternity, paternity and adoption leave
• Company away days
• Work from anywhere allowance
• Accelerated career progression
• Choice of Mac or Windows laptop when you start
• Free use of the mindfulness app Headspace for 1 year

If you have some but not all skills required for this role, don’t worry, we put training/upskilling for each employee as paramount and can give you the complete skill set.

*Amplifi do not accept CV's from agencies*