Application Support Engineer
Location: South Kensington and Remote
Job Summary
An exciting opportunity to work at leading London University in the ICT department as a key member of the Research Product Line. Suited to someone with a background in supporting and enhancing existing applications and working as part of a team to deliver new solutions. This is a varied role requires both strong technical and soft skills, as you will work closely with Customers and Suppliers.
The ICT department provide researchers with a range of applications to manage their research outputs, including tools for costing research proposals, managing publications, managing inventories, booking facilities and reporting.
Duties and responsibilities
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You will be responsible for providing sound technical knowledge around the applications you support. A strong knowledge of SQL, scripting and Object-Oriented languages is expected. Experience with Service Now, Jira, GitHub, Confluence and supporting Research Applications like Symplectic Elements, WorkTribe would be advantageous.
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You will be engaged in testing upgrades and enhancements through to successful delivery.
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Your experience will enable you to carry out Business Analysis, write Technical Specifications, prepare change plans, and configure or oversee the configuration of the solution.
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Work within a team to provide 2nd and 3rd line support of Research Applications.
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You will ensure that requests from researchers are recorded accurately and completed through to successful resolution or escalation.
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You will liaise with suppliers over service levels and contribute to Roadmap discussions.
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Your experience of working with all levels of customer will be utilised.
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You will engage in User-Group discussions and attend relevant Conferences to keep abreast of changes in the industry.
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You will work collaboratively to provide an excellent customer service.
Essential requirements
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Strong Experience of Application Support and delivery.
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Detailed understanding of user/business function and work processes
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Possess strong Analytical skills and be highly organised, structured and methodical
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Communicate effectively to both ICT and Business Staff
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Experience of working effectively with external service providers.
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Able to work effectively in an agile environment.