Senior Technical Support Analyst

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I am working with a university based in Scotland that are looking to bring in a Senior Technical Support Analyst onto a major transformation programme. The university are implementing a brand new Student Information System (Tribal SITS) cloud-hosted solution to replace their current bespoke application. Ideally the university would like to recruit a permanent or fixed-term applicant, but I am recruiting on the basis that the position may become a contract role for a period of 6-12 months. Below are a list of the responsibilities you will face in this position:Responsible for the initiation and set up of system administration, parameter configuration, scripts, batch jobs and environment provision associated with the new SIMS Tribal system.Responsible for establishing robust governance of associated on premise and cloud environments, including:Roles and Responsibilities across GCU and SuppliersProcesses and Procedures working alongside Supplier PartnersSystem Administration and Lifecycle Environment Management through initiation, set up, rollout, operations and retirementStandards and tools to be used to manage the new system and associated environmentsResponsible for managing configuration management and change requests for both the new system and its associated environments. Participates in the design and delivery process for the new system and associated environments to ensure they meet service management requirements including access and security.Responsible for the management of user access and ensuring on-going security of the available environments.Responsible for developing roadmaps and change plans which enable execution of approved system changes into system configuration, environment provision and build changes.Responsible for aligning system maintenance and update plans with agreed programme requirements - working with internal and external supplier partners and stakeholders.Responsible for establishing and managing appropriate tools, the set up and configuration of agreed artefacts (code, packages, configuration), including maintaining records for audit purposes.Responsible for identifying and implementing best practice across system change, maintenance and improvement.Responsible for managing environment configurations in line with agreed processes and ensuring compliance with agreed standards.Works with business and technical stakeholders, including test leads, to provision and maintain environments against requirements including roll back to pre-determined baselines.Supports the ongoing operation of production, test and development systems and environments ensuring appropriate maintenance, change, incident and problem resolution processes are in place.Responsible for the retirement of environments once they have served programme needs, including handover or decommissioning arrangements.Responsible for communications associated with the management and access to environments.Maintains environments in line with technical roadmaps including the management and execution of upgrades. Skills requiredITIL Foundation and relevant Technical CertificationDiploma (HND) in IT or related field (or equivalent experience in supervising or equivalent relevant experience).Track record of successful management of Systems and environments within both a project/programme delivery and production environmentKnowledge and experience of system administration tasks, processes and toolsets in a Cloud hosted environmentKnowledge and experience of maintenance and support processes within a broader ITIL service management frameworkCapable of managing system downtime, application of patches, updates and changes to production configuration using structured change and maintenance processesKnowledge and experience of the following: Incident Management, Problem Management, Event Management, Change Management, Access Management, Configuration ManagementKnowledge and experience of the following: Systems Build and Release Management, System Test and Quality AssuranceDesirableKnowledge and experience of IT service continuity and security management.Knowledge and experience of the project management life cycle.Some knowledge of DevOps and Continuous Integration approaches and toolsetsExperience of working in a Higher Education institutionIf you are interested in this opportunity on a contract basis then please send me your CV and I will give you a call to discuss further. To find out more about Real please visit www.realstaffing.comReal Staffing, a trading division of SThree Partnership LLP is acting as an Employment Business in relation to this vacancy| Registered office | 1st Floor, 75 King William Street, London, EC4N 7BE, United Kingdom | Partnership Number | OC387148 England and Wales