Reporting to the Applications Manager, the post involves assisting the Applications Manager and support the performance and service of all business applications (to include but not limited to: MS Dynamics Nav, IVS, Paragon, SQL reporting, Phixflow, Kofax, interfaces & portals and bespoke software) to ensuring that service levels are achieved.
The post provides IT technical support to the business maintaining good levels of service via the service desk application and offering super user advice where required. The post will aid with the implementation for application developments, application audits and integrity checks, change management of the application suite using best practice and best of breed protocols.
Key Attributes:
- Strong written and oral communication in English is a must.
- Strong presentation skills are considered an asset.
- Strong and proven troubleshooting ability in a large scale, fast-paced operations environment.
- Demonstrated ability to work independently and manage time to support multiple high-priority objectives simultaneously.
- Ability to make timely and sound decisions under conditions of uncertainty and / or stress.
- Ability to design solutions and develop plans that are appropriately comprehensive, realistic, and effective in meeting the stated goals of both Kocho and its customer base.
- Ability to manage client and management expectations, keeping all stakeholders informed about projects and / or incidents.
- Ability to adjust plans to respond to changing business priorities. People Skills – Ability to work collaboratively within a team sharing ideas and gaining consensus on a proper solution.
- Effective and personable communication with customers and vendors to achieve desired results.
- Ability and desire to mentor teammates on areas of expertise, helping raise the collective knowledge of the team –
- Desire and drive to attain results and closure on issues even if faced with resistance & reluctance.
- Reliability and commitment to getting the job done (including after hours as required
- Working Hours – Cover core UK hours as required – Provide out of hours standby cover on a rotational basis – Work overtime when required and approved – Be willing to work some SA public holidays in return for overtime remuneration or time in lieu
Qualifications, Training and Experience:
- A scientific/numerical background in a discipline with quantitative content or with experience in an IT environment with evidence of relevant skills.
- Strong team player with drive, enthusiasm and a ‘can do’ attitude.
- The ability to communicate with staff at all levels of the business at a technical level to deal with and manage incidents.
- A good customer service ethic as this is a customer facing role.
- Prior knowledge of Microsoft Dynamics Nav experience of a similar ERP system
- Strong Microsoft Office skills to include Excel, Outlook, Word.
- ITIL Foundation (V2 or V3).
- A basic understanding of SQL Server 2008 and some knowledge of T-SQL
- Knowledge of core technologies including, .Net, Windows Server, Office applications and reporting technologies.
- Knowledge of release based application development and the development lifecycle.
- Working experience of the Data Protection Act 1998.
Accountabilities & Activities
- The first point of escalation for applications support service requests , monitoring the applications service queue to a satisfactory standard and escalating where required and appropriate to ensure good service and that requesters are kept informed.
- To provide support to the Applications Manager in the following key ITIL processes:
- Incident Management: to ensure incidents are recorded, tracked and closed, and that reasonable reporting is available on those incidents
- Problem Management: to understand and analyse the incidents being raised so as to identify and address root cause and trends of incidents
- Change Management: to manage the application estate within the business ensuring changes are effectively and appropriately implemented
- Aid in the continual development and improvement of all business applications suggesting solutions to known problems where appropriate.
- Produce technical reports and management information where required.
- Carry out daily checks to monitor applications services.
- Provide support and training to the business’ application users.