Positive Employment is currently recruiting for a 2nd Line Support Analyst for our client a local government organisation in Kensington.

The successful post holder will be responsible for the provision of tier 2 (expert-level) product and service support associated to one of our Housing IT Systems; Keystone or equivalent Asset Management Systems.

This includes investigation and resolution of issues, conducting system configuration and routine tasks with the core Housing Management System.

Evaluation of software updates and managing the testing and installation of upgrades to business applications software.

This is initially a 6 month contract with the possibility to extend after that date.

Duties and Responsibilities but not limited to:

• Provide expert technical support on the Housing Management System to resolve tier 2 requests.
• Provide knowledge transfer with other members of the team (such as Tier 1 and management) to provide a robust support model and assist with the implementation of best practice processes and procedures.
• Provision of application maintenance and support services, ensuring that all requests for support are dealt with according to set standards and procedures.
• Investigation and resolution of issues, including owning issues, liaising with IT suppliers, by providing advice or training to users, by devising corrections (permanent or temporary) for faults, making general or site-specific modifications, updating documentation, manipulating data, or defining enhancements.
• Communicate with stakeholders (users, service managers, IT managers and suppliers) on technical matters associated to the Housing Management System, to align understanding on issues and product development.
• Drafting and maintenance of procedures and documentation for applications support.
• Actively support updates and enhancements, through roadmap design, carrying out configuration tasks, testing and supporting upgrades, updates, and releases.
• Carry out routine tasks to maintain the Housing Management System, including facilitating data uploads, reconciliations, and checks.
• Adhering to Agile practices to provide regular updates for the Asset Management Applications Manager and Digital Project Manager.

Personal Requirements:

• Demonstrable extensive relevant experience or holds relevant professional qualification.
• Able to question, interpret and investigate user issues and establish root causes and provide solutions with a high first-fix rate.
• A demonstrable proficiency in handling level 2 and level 3 incidents in relevant systems is therefore essential.
• Demonstrable understanding of housing management systems in a local government or Housing Association setting.
• Evidence of technical proficiency administering and configuring a Housing Management System, preferably Keystone/equivalent asset management system. (Having experience with Capita One Housing is a bonus).

Working Hours: 37hrs/9:00am - 17:00pm/Monday to Friday

Pay: £29.07 p/h

Please note this role is within the scope of IR35.