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Application Support Consultant (ITIL) - Fully Remote

Jumar Solutions Ltd

Posted on Sep 28, 2021 by Jumar Solutions Ltd

Home Based, United Kingdom
IT
1 Nov 2021
Annual Salary
Full-Time


This is a superb opportunity for an accomplished Application Support Consultant looking to take that next step into a lead role.

You will work in a modern supportive, valued and Agile software development environment.

Working closely with existing application support teams, your activities will include:



  • Perform advanced troubleshooting

  • Update knowledge bases articles with solutions performed

  • To examine potential areas for Service Improvement and raise proposals with the Support Manager

  • Centralize support data across regional entities

  • Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis

  • Prepare and organize internal training including the related documentation

  • Recognize and escalate difficult technical issues to appropriate resource

  • Maintain good working relationships with local departments as well as teams located in other countries

  • Able to multi-task and work issues at the same time

  • Direct phone conversations with end users

  • Handle incoming tickets and provide clients with updates

  • Provide world class customer service while helping customers

  • Configure the software when necessary, test and adjust it in an Agile manner

  • Ensure that customers adopt the solution and remain actively involved in addressing their needs

  • Participate in the enrichment of our product roadmap and global expansion


About you

We'd expect you to be an experienced senior support consultant with excellent incident management skills who is looking for the next step up.

What is essential is that you:

  • Have a minimum of 5 years' experience of application support

  • Strong customer service and support focus with a desire to deliver a high-quality service

  • Outstanding incident management skills

  • Experience in providing services to agreed SLA's

  • Logical and analytical approach to problem analysis

  • Strong organizational and planning skills

  • Proven problem-solving skills

  • Can thrive in a collaborative working environment

  • Comfortable communicating directly with customers

  • Experience of gathering data for and reporting on support KPIs

Ideally, we are looking for people that have:

  • Experience of working with ServiceNow

  • Exposure to working with Microsoft Visual Studio or Microsoft SQL server

  • Ability to communicate in French, written or verbal, would be a huge benefit

  • ITIL certificate is added advantage


Location: This is a fully remote working position.

Benefits:

  • 25 days annual leave (+ 8 public days)

  • Pension scheme

  • Private health insurance

  • Employee Assistance Programme


If you meet the above criteria and would like to find out more, please contact Jackie Dean at Jumar ASAP.

Reference: 1337522412

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