AWD Support Specialist

Role Responsibility

Responsibilities

• Ensuring responses to incidents are responded within the agreed SLA to all assigned incidents and have provided a satisfactory resolution within the agreed priority resolution times.

• Manage requests from their line managers that have derived from other sources such as projects or change requests.

• Responsible for liaising with colleagues to research problems and find solutions where possible or assign problems to the relevant support team with any required and accurate supporting information.

• Responsible for escalating recurring incidents to ensure that the root causes of issues are fixed.

• Provide support to Internal and External clients using ServiceNow to support users on AWD and AWD Peripheral Products.

• Work with other IT Groups and 3rd Party suppliers to resolve Support Issues.

• Work with Management to identify support trends, Business Process Improvements and Training issues.

• Work on AWD Support project tasks to maintain the availability/performance of AWD to both internal and external clients.

• Train New or Existing Staff on Technical Skills relevant to the requirements of the role.

• Implement system changes ensuring Change Governance Procedures are followed.

• Provide extended support when required for example for DR and Release Weekends and during Tax Year End.

• Participate on the on-call rota.

Skills and Experience

Essential:

• Self-motivated and able to work on own initiative

• Good communication skills both verbally and written

• Experienced in interfacing with clients (internal & external)

• Logical and analytical approach and able to effectively work with others to research a problem and find a solution.

• Able to work to deadlines and prioritise.

• IT Literate

• An ability to work within restrictive timeframes and be able to manage conflicting priorities.

Desirable:

• Testing Experience

• Experience of providing IT User Support

• Understanding of BPM or previous workflow systems

• ITIL Qualified

• Linux skills / JBOSS skills

SS&C