Infrastructure Engineer

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IT Application Support Analyst

£38,000 - £43,000

London

A leading educational institute based in London is currently recruiting for an IT Application Support Analyst to be responsible for the support, maintenance and on-going improvement to key business applications, and ensuring that these services are efficient, effective, and meet defined and agreed service levels.

Main activities and responsibilities:

*To provide a helpful, responsive and courteous service to all staff and stakeholders and to work in co-operation with all sections of IT in delivering excellent customer service.

*To undertake all necessary tasks required to support, maintain and improve key business applications, including the provision of patches, upgrades and configuration changes required to ensure their smooth running and fit for purpose.

*To resolve assigned incidents, service requests and problems in accordance with the IT Incident Management and Service Request Management policies and procedures, and within agreed service level targets.

*Undertake IT changes related to scope of the role in accordance with the IT Change Management Policy and Process.

*To ensure that standards and procedures for the effective support/maintenance of key business applications are developed, maintained and adhered to.

*To provide support for the development of new/changed IT services and/or projects involving key business applications, and the transition of these into service operation.

*To produce and maintain IT policies, processes and procedures, and appropriate technical and service management documentation (e.g. knowledge documents, service management plans, application support plans/guides/FAQs) relevant to the scope of the role.

*To produce reports, dashboards and management information relating to the Business Application Support Services performance.

*To build strong effective relationships with stakeholders ensuring that their needs and expectations are understood and managed, ensuring effectiveness and organisational confidence in the service delivered.

*To maintain accurate, asset inventory information of IT assets and ensure the recording of the data in the IT Configuration Management Database (CMDB)

*Attend and actively participate in Technical Design Authority (TDA) meetings when required.

*To perform other duties relevant to the post.

*To maintain a safe working environment whilst carrying out duties and comply with all health and safety procedures.

Selection criteria:

*Knowledge of ITIL V2/V3 basics, ITIL V3 Foundation Certificate preferred.

*Knowledge and experience of formal application lifecycle management frameworks, methodologies and techniques.

*Good knowledge and experience of delivering and improving business application support services.

*Experience of writing basic programming routines using one or more development languages.

*Broad experience of systems development and maintenance; including an understanding of project management and of advising customers and management on technical issues and how they impact upon the specific business needs of the organisation.

*Able to analyse and understand highly complex programming queries written by others and amend to make minor adjustments; able to write complex queries comprising multiple joins and sub-clauses.

*Excellent communication skills and the ability to communicate with a diverse range of both internal and external stakeholders both verbally and in writing.

*Demonstrable ability to take complex decisions based on priorities, risks and short and long term interests; experience of working on long-term goals with minimal management, proactively escalating issues as appropriate.

*Strong troubleshooting skills with ability to break complex problems down in search for solutions and manage priorities of likely causes in determining causes; Uses high level of creativity in finding effective solutions to problems; able to understand complex systems and their relationship with business processes at both a strategic and detailed level.

*Good customer/supplier relationship management experience and skills.

*Good understanding of Higher Education (HE) and the role and purpose of IT within HE.

*Demonstrates understanding of health and safety at work and an understanding of and commitment to Equal Opportunities

Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

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