Application Support Analyst – permanent – based in Warwick/Birmingham
Location of role:
This role will be client facing and will primarily be based in our Warwick/Birmingham offices and remote working with occasional travel to client sites across the UK and potentially mainland Europe.
Who we are:
Comma Group is a technology-agnostic MDM/PIM consultancy dedicated to delivering high-quality data solutions. Comma specialises in sustainable business solutions where technology acts as the enabler. Formed in 2015, Comma recognised the increasing importance that data plays within the 21st-century business. The exponential boost in its value to support wider initiatives such as digital transformation and customer loyalty programmes means that good data management is becoming an increasingly competitive advantage to organisations.
We are not just another system integrator, but instead are a strategic partner invested in delivering solutions that align to our customers business objectives.
Comma has offices Warwick and York. Much of our work is completed remotely.
The focus of your role:
Comma prides itself on building long lasting relationships with its customers and as part of that often enter into ongoing Support and Continuous Improvement arrangements.
The primary purpose of the Application Support Analyst role is to analyse, respond to and resolve customer service incidents and requests raised for their implemented MDM/PIM solutions. The role ensures that the needs of the customers business are met, and Comma’s service level agreements adhered to.
In addition, Comma utilises its Application Support team to supplement small projects / small change deliveries with our existing customers.
In order to succeed, you will require the willingness to learn and understand the configured MDM/PIM systems and the core business of each of Comma’s customers that you will be supporting. Effective communication, problem solving and the ability to work under pressure are required.
The following experience/competencies will contribute to your success:
A level of technical product knowledge – MDM/PIM Systems and/or other data centric solutions
Software development skills such as .NET, Java, SQL – preferred but not essential
Microsoft technology skills desirable – Azure/Server OS/SQL/Sharepoint/Office 365/Active Directory/Exchange
Any software development expertise desirable but not essential
Proven experience of customer IT application support delivery
Business process awareness and customer facing capability
IT Service Management awareness – ITIL skills and knowledge desirable
Investigation and diagnostic skills. The ability to assess, plan and deliver solutions in a logical manner
IT Service Management tool knowledge – ideally Jira
What you’ll be doing:
Responding to customer service incidents/requests
Providing updates to requests on the IT Service Management tool
Liaising with customer contacts to analyse, review and explain request solutions where required
Analyse requests to determine categorisation – for example incident Vs change request
Working with the Comma Support Desk manager to agree on priorities and capacity
Providing input into customer service management reporting
Undertaking small software changes in-line with Customer Improvement projects / initiatives.
Contribute to, and support, internal Comma projects and/or research as directed by Comma management.
How we will support you in your role:
Opportunities to undertake training in the following areas: