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​IT Application Support Analyst

Role

Summary:

IT plays a critical role as a core business enabler, driving Enterprise Resource Planning (ERP), Customer Relationship Management (CRM) and Product Lifecycle Management (PLM) strategies and implementations as well as supporting the new era of digital, mobile and social media platforms. The IT department plays a crucial role in providing IT services and solutions to all users in all areas of the business and the worldwide Dealership network. As we develop and implement new systems, now is a great time to be involved in IT projects to ensure that the IT systems and fundamental business procedures maintain a competitive edge.


Description:

As an Application Support Analyst within the Application Support Team, you will provide an efficient and timely support service to all users across the business and the Dealership network around the world, using Service Manager to resolve incidents and service requests tickets within SLA and to ITIL standards.

You will liaise with end users, developers and technical teams to facilitate the fast and efficient resolution of all Incidents and be proactive in this respect. You will be a keen learner with the ability to quickly understand and support a diverse range of in-house and 3rd party developed systems, increasing and improving your knowledge and understanding of those systems to ensure their smooth running and to recommend and suggest improvements where feasible. Many systems are ‘mission critical’ requiring strict processes and procedures to be followed on a regular basis.

You will be comfortable liaising with systems administrators, software developers, business analysts, senior management and end-users both internally within the business as well as externally via third parties and the worldwide Dealership network.

Ensure that support incidents are resolved in a timely manner and tickets updated fully to reflect work undertaken to facilitate resolution, raising Problem Records to ensure repetitive incidents are investigated to identify Root Cause and prevent future incidents.

Following the implementation of the Infor ERP system, you will need to be familiar with

  • Usage of Infor OS
  • understanding of roles and responsibilities
  • navigation of the application
  • administration
  • functional knowledge for first level triage of issues

Ultimately this role is to provide efficient application software support to the business for internal users and the worldwide Dealership network, to monitor services and processes to ensure critical systems are maintained.

  • Provide solutions to application related incidents and problems.
  • Define SLA parameters to provide a quality application support service
  • Respond to and act on customer issues/requests and recognition of business priorities.
  • Liaison and communication with 3rd parties as required.
  • Prioritise own workload to maintain a good interface with internal and external “customers”.
  • Ability to complete assignments with the minimum of supervision.
  • Team player.
  • Highly motivated with a desire to improve skills.

Qualifications & Experience

  • Previous IT experience in an Application Support Analyst role at 1st, 2nd and/or 3rd level.
  • Experience with Infor, SQL Server scripts, Powershell, AX Dynamics, Active Directory, Windows, Service Manager and Orchestrator (desirable).
  • Knowledge/experience with supporting Infor LN/Cloudsuite Automotive
  • Good commercial awareness across all business areas.

Millbank are an equal opportunities employer and welcome applications from all suitably qualified persons.

Millbank operates as an Employment Agency and Business