Application Support Analyst
Working as part of the Enterprise Applications team to provide diverse support across all business units. Working closely with team members to build up a library of common work instructions for recurring tickets, managing problem investigation, administering the change request process and taking ownership for overall support levels within the team.
You would also
* Take ownership for the support services for our managed applications across the team.
* Help streamline and improve the support processes for the ERP system by working with key business stakeholders to implement efficient ways of working and create a catalogue of common tasks.
* Help troubleshoot issues and support business users with training and hands on assistance.
* Understand and support teams across our smaller sites and our national distribution centre to implement a help desk that works efficiently at different scales.
* Administer the change request process to ensure all documentation is complete and milestones are adhered to.
* Build and maintain strong relationships with key business users and stakeholders.
* Respond, follow up, co-ordinate and solve issues using an enterprise helpdesk solution, meeting set SLA (Service Level Agreement) agreements.
* Manage, prioritise, and communicate workload, risks, and project requirements effectively to ensure you meet business deadlines.
* Work within the Enterprise Applications Team to collaborate on cross-functional activities and identify areas of improvement.
* Create and maintain documentation for various business processes and projects ensuring that we have records of all work we undertake.
* Create a suite of Master Data Management tasks that can be requested easily and implemented quickly across all areas of our systems.
* Organise own workload with minimal supervision, delivering to agreed schedules and reporting progress.
* Provide detailed analysis of system defects as and when required.
* Support our business migrations on site in the hyper-care periods to introduce new businesses to our support structures.
* Take responsibility for the setup of all key required requests, incidents, problems and change requests in our IT (Information Technology) Service Desk solution.
* Create and update of high-quality key documentation; Process and User Guides, Project plans, Proposal documents.
* Data Management and maintenance – ensuring we have easy to use processes for updating and managing data for all end users.
* Monitoring & Reporting from our IT Service Management tools.
The skills and experience you need
* Strong IT literacy with confidence using a range of systems.
* Good knowledge of ERP systems and the Microsoft Office Suite.
* Understanding of IT systems and infrastructure.
* Experience using Microsoft Dynamics AX in an operational environment.
* Strong Microsoft Dynamics AX knowledge (Preferred).Understanding of ITIL processes (e.g. incident, problem, and request management).
* Experience supporting change and release activities within a structured environment.
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