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Job Role: Support Analyst
The person we are looking for will play an integral part of the support process for our company, working and assisting team members and supporting our clinical software suite across all customers. Success in this role depends on the ability to work as part of a team and independently where appropriate, with strong troubleshooting skills and the ability to prioritize work effectively.
The Support Analyst will provide support to the service desks, working within a team that supports our clinical products. The post-holder will regularly contact customers, ensuring their issues are investigated, updated, and managed within SLA. This role involves collaboration with teams including developers, product managers, technical support, and software engineers.
Duties and Responsibilities:
1. Manage customer issues using the company ITSM tool, JIRA.
2. Investigate incidents related to the products, which may require Microsoft SQL skills.
3. Prioritize faults according to incident type and SLA.
4. Assign calls to resolver groups or individuals promptly.
5. Create knowledgebase articles for internal staff and customers.
6. Utilize analytical skills to think critically, analyze data, and solve complex problems.
7. Participate in data fixes and apply environment configuration or localization settings as needed.
8. Maintain up-to-date technical documentation.
9. Follow ITIL processes for all incidents.
10. Accurately log all time spent on the Service Desk system.
11. Attend meetings, possibly in other System C offices.
12. Assist management in organizing, planning, and implementing strategies.
13. Participate in out-of-hours on-call rotations.
Skills and Experience:
Mandatory Skills:
The candidate must have knowledge/experience in:
1. Working with remote desktop software.
2. Understanding JSON/XML payloads for APIs.
3. Microsoft SQL Database Administration.
4. Web Services and technologies like IIS.
5. Technical troubleshooting and operations.
6. Effective communication with technical and non-technical audiences.
7. Organizing and coordinating work for oneself and others.
8. Supporting software applications and sharing knowledge.
9. Writing technical documentation and knowledgebase articles.
10. ITIL Foundation qualification or experience within an ITIL framework.
11. Monitoring releases and managing related issues.
12. Managing incoming inquiries and support tickets.
13. Providing excellent customer service and managing expectations.
14. Troubleshooting, replicating issues, and escalation.
15. Understanding SLAs and their importance.
16. Relationship building, influencing, and negotiating skills.
17. Strong written, verbal, and interpersonal communication skills.
Desirable Skills:
Knowledge or experience in:
1. Working within a software development environment.
2. Advanced Microsoft SQL Server features.
3. HL7 Interface messaging.
4. JIRA and Confluence.
5. Software testing.
6. iOS platforms.
7. Cloud solutions like Microsoft Azure.
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