Application Support

Full Time Edinburgh City of Edinburgh IT Job Pro UK

Our client is seeking a professional candidate with a 1st or 2nd line support background to support their 500 users of their specialist core software packages. Working for a small team you will manage and maintain the core software packages used to deliver pension administrations services. However, this exciting role will not just be to supporting these applications, you will also be given the opportunity to work across a variety of other applications. This will allow you to develop additional skills and enhance your technical knowledge in areas such as online capabilities, artificial intelligence/software robotics, large scale data manipulation and management information reporting.
Your role:
* Provide a helpful and approachable, second line support service for internal staff experiencing software challenges. This can be in the form of ensuring new work requests are fully recorded and providing assistance with the completion of recurring support tasks
* The support and production Management Information / Business Intelligence data sets and reports
* Undertake bulk data loading activity into various systems
* To support the SharePoint sites used within the BSG team and administration business
* To protect the data of our customers by understanding and adhering to GDPR requirements at all times
* To be agile in responding to changing workload volumes, whilst recognising the requirement to communicate appropriately when peaks are identified
* Be open to suggesting improvements to existing processes to facilitate the Continual Service Improvement of the work undertaken by the role and within the wider team
* Deliver fantastic interactions on behalf of the team, inside set timescales for each individual who seeks assistance
* To provide an expert email driven Helpdesk service to our internal and external customers, who may be experiencing challenges accessing online portals
* To effectively liaise with third party support vendors as part of any support resolution process
The person:
* Excellent Excel skills
* Willingness to learn new applications and grow technical knowledge. To want to invest in self development and learning new skills or application of existing skills
* Experience in manipulating and transforming data
* Experience using Microsoft Office 365
* Understanding of data protection and compliance principles, namely GDPR. As well as understanding and appreciating how a regulated framework impacts the processing of data sets
* Excellent interpersonal skills with the ability to communicate effectively to stakeholders of all seniority levels, from a range of diverse backgrounds and via a range of methods; including telephone, Instant Message and Video Conference
* Experience of being accountable, with the ability to work independently and where necessary, from home (without a team physically located around you). Proactive, reliable and able to prioritise
* The ability to assess and document client issues, user experiences and internal processes by applying a logical approach to problem solving
* Right to work in the UK.
* Experience of working with pension administration or electronic document management systems
* Experience in MS SQL server (particularly T-SQL scripting, stored procedure development and database design) and other programming/scripting languages (such as JavaScript, C# and Visual Basic) and working in development environments such as Visual Studio

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