BUSINESS APPLICATIONS SUPPORT ANALYST
We are currently recruiting for a Business Applications Support Analyst on behalf of our client, an oil and gas operator. This is a contract role based in Aberdeen initially until the end of the year.
The primary purpose of this role is to provide a full range of 2nd line support activities under the ITIL framework for the business application team portfolio of applications.
In line with company ITIL framework assist the business users by resolving issues with the Business Applications portfolio. Provide active management of the call queue and initial response to the user, ensuring Service Level Targets are met. The post holder will take ownership of some of the Application Inventory with responsibility for production software release, through ITIL Change Management.
Provide the Business Applications Team Lead with call reporting measurements and statistics.
Monitor and report application software licencing and entitlements
Understand and translate between user/business requirements and technical suppliers/colleagues.
Liaise with software suppliers to ensure cost effective, consistent, robust and reliable solutions are implemented and maintained to the quality and SLA’s agreed. This includes familiarisation with the relevant vendor’s product, support programme and upgrade plans.
Review change/enhancement requests to ensure there is a business justification and that they are cost effective and technically sound.
Ensure all application documentation is maintained in accordance with prevailing practices.
Degree or similar in IT/Company science subject
Business Analysis, BCS qualification or similar
Skills and experience required;
Previous experience in a customer focused support role
Relevant and recent experience within the Oil and Gas section working in a similar role.
Good understanding of Application Landscape within the Oil & Gas sector
Ability to program and experience of relational database, SQL, VBA and web technologies.
Good understanding of Server technologies.
Familiar with structured project methodologies (e.g. Prince2) and some project management skills.
Strong problem solving and trouble shooting skills.
Strong interpersonal skills.
Strong IT background and familiar with current / emerging technologies.
Good written, oral and presentation skills
Working knowledge of ServiceNow or similar call management system
Knowledge of Software Development Lifecycle
Knowledge of Testing Cycle techniques.
Technical writing and preparation of system, or user documentation