The System Support Analyst plays a vital role in supporting, configuring, and optimizing Customer and Commercial systems such as electronic point of delivery, electronic invoicing, and payment processing. The role ensures these critical systems remain available, secure, and efficient to meet Breedon’s operational needs. Additionally, the role contributes to the implementation and ongoing support of new systems like customer relationship management, customer portal, and product information management.
Reporting to the Systems Manager, the ideal candidate will be a proactive and analytical IT support professional committed to providing exceptional customer service and technical support to staff, internal, and external customers.
Key Responsibilities
System Support:
* Provide 1st and 2nd line support for Customer and Commercial systems.
* Take ownership and resolve technical queries through systematic investigation and diagnosis.
* Ensure system reliability, performance, and security across all platforms.
* Work on system upgrades, migrations, and deployments with minimal downtime.
* Investigate incidents and identify effective resolutions.
* Use the Service Desk to manage or escalate requests and incidents promptly using the correct procedures.
* Collaborate with external third parties to resolve application issues.
Integration and Optimization:
* Monitor system performance, troubleshoot issues, and recommend improvements.
* Develop and maintain integrations between systems for seamless data flow and efficiency.
* Optimize system configurations and workflows to support business objectives.
* Implement automation to streamline processes and reduce manual effort, highlighting opportunities and benefits.
* Participate in future acquisitions to enable smooth systems integration.
* Work with external vendors during feature modifications and testing.
Security and Compliance:
* Implement security measures to protect sensitive data.
* Maintain awareness of relevant regulations (e.g., GDPR, PCI-DSS).
* Assist in security audits and risk assessments.
Documentation and Reporting:
* Maintain accurate documentation of system configurations, processes, and integrations.
* Contribute to reports on system performance and security incidents.
* Update user documentation and guides as needed.
Project / Programme Support:
* Contribute to project planning.
* Coordinate with external vendors and internal teams.
* Provide training to staff and customers on new systems or processes.
Skills, Knowledge & Expertise
Education/Certifications:
* Qualified in Computer Science, IT, Business Administration, or related fields.
* ITIL 4 Foundation certification.
Experience:
* At least 3 years’ experience in 1st or 2nd line technical support.
* Experience in system maintenance and optimization to support business operations.
* Strong problem-solving and troubleshooting skills.
* Experience with IT projects and process improvements.
* Effective communication and collaboration skills, including remote support experience.
Skills and Competencies:
* Analytical Thinking: Ability to solve and communicate complex problems clearly.
* Decision Making: Make informed decisions, take initiative, and accept responsibility.
* Planning and Organizing: Self-managing with effective prioritization and planning skills.
* Resilience: Maintain effectiveness under setbacks or difficult situations.
* Communication: Convey messages clearly using various communication styles.
* Managing Relationships: Build and maintain effective relationships with clients and colleagues.
* Flexibility: Adapt to a dynamic environment and be willing to visit sites across the group, including overnight stays.
Job Benefits
* Company Pension
* Discount Scheme
* Enhanced Maternity, Paternity & Adoptions Scheme
* Free on-site Parking
* Health & Wellbeing Initiatives
* Life Assurance
* Share Save Scheme
* Volunteering Policy
* Holiday Buy Scheme
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