Operational Applications System Analyst
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The Crick’s Information Technology and Services (IT&S) Operational Applications Team support the business and business management systems that underpin operational activities of the Institute in addition to experimental, theoretical and computational science to enable world- leading scientific research.
The role of the Operational Applications Systems Analyst is to support, optimise & maintain a range of IT systems. The person will become the key point of contact and expert for Building Services and Logistics, forging close working relationships key users, stakeholders and Third Party suppliers.
Description
This role will be in the Core IT function which delivers key activities across the areas of the IT Helpdesk and User Services, Operational Systems, Networks and Core Systems.
Specific tasks will include, but not be limited to:
Monitor and manage the day to day support of a suite of operational applications across all functional/operational areas, with an emphasis on Finance, Procurement, Building Services & Logistics, becoming the key point of contact for the latter of these.
Handling user queries from initial investigations and diagnosis through to incident resolution by providing work-arounds, reconfiguration, improved working practises, enhancements and training
Support the configuration of applications, including basic customisation and workflows
Provide advice and guidance to users in the effective use of applications, enabling them to get maximum benefit from the services available to them
Proactively monitor applications to identify issues before they impact performance, taking immediate action where required
Contribute to continuity of service including the impact of changes
Work collaboratively with suppliers and the business to proactively identify and drive service improvement recommendations to minimise costs/improve service
Measure/monitor service level achievements vs. targets
Act as a routine contact point between the organisation and suppliers
Key Experience and Competencies
The post holder should embody and demonstrate our core Crick values: Bold, Imaginative, Open, Dynamic and Collegial, in addition to the following experience and competencies:
Essential
Experience in identifying and driving improvements to services and support
Previous experience of supporting and managing operational systems (Facilities Management, Asset Management, Finance, Procurement) including working with middleware and APIs
Self-motivated with the ability to prioritise, meet deadlines, and manage changing priorities. Assess the business impact of their actions and escalate appropriately
Experience of working with third party suppliers
Good working knowledge of Microsoft Office and Mac based products
Experience of working with cloud, hosted and in-house infrastructures, and integration across different systems
Experience in handling and prioritising incidents, requests and problems according to agreed procedures
Experience in investigating, coordinating and participating in the resolution of potential and actual service problems
Previous experience of providing expert assistance and a high level of customer service
Strong interpersonal skills and a demonstrable ability to build effective relationships at all levels
Ability to adapt influencing styles to gain commitment of team and managers to achieve objectives
Desirable
Good background knowledge in database design using Microsoft SQL, client server architecture, patching & upgrades
Ability to contribute to the planning and implementation of maintenance and installation work (including backups and storage)
Experience in Facilities Management and Logistics, ideally having experience with Planon and Spirit Data Capture systems.
Ability to advise users on the correct and effective use of system software
Experience in developing installation procedures and standards, and scheduling installation work
Good working knowledge in authentication products, including LDAP and Federated ID solutions
Exposure to and experience using multiple methodologies, for example PRINCE2 or ITIL
Previous experience of working in a scientific research environment is desirable
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