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Job Description

Applications Support Manager

Location Peterborough

Job Type: Permanent, Full Time, Normal Working Hours (9am – 5:30pm)

Salary: £40,000 – £50,000 (depending on experience)

Reports To: Head of IT

 

Main Purpose of the job

This new role will utilise your expertise in support & operations management to deliver best in class customer service throughout the application delivery lifecycle. Charis delivers IT application services to the business through a combination of an in-house development team and 3rd party suppliers such as FastDox and Microsoft Dynamics. This role acts as an escalation to level 1 support for incident management and service requests. A critical deliverable is to drive application enhancements or fixes through proactive service improvement or reactive problem management. The role will manage the maintenance, monitoring and improvements of systems and applications that support the business, and to review and challenge internal processes, end to end, across business functions to maximise the efficiency of services delivered. The role acts as a key interface between the Charis business and the technology team.

 

Main Responsibilities

  • Provide application support when new products are deployed.
  • Manage all change requests to understand wider implications providing governance and change controls. Ensure Changes and Releases are only implemented through approval at the Change Advisory Board (CAB).
  • Continuously review and challenge existing and new processes to ensure efficient, one-time handling, removal of manual processes and elimination of waste.
  • Use Root Cause Analysis (RCA) information to optimise support processes.
  • Work in partnership with the business to agree priorities of change requests, service requests and incident tickets.
  • Triage tickets raised to identify trends, user development and underlying issues.
  • Analyse issues identified by the business users, to facilitate resolution prior to a need for developers to intervene.
  • Support the detailed planning for onboarding new contracts or changes to existing workflows, identifying risks and mitigation.
  • Be able to support the different lifecycle stages on a software application through requirements gathering, development, testing, deployment, maintenance and sunset phases.
  • Capture the business requirements for third party integration, configuration and implementing small projects.
  • Troubleshooting client issues through to conclusion using business or supplier expertise.
  • Undertaking application health checks with clients to identify how the client can use our software proficiently to achieve their needs.
  • Identifying client issues to support the customer success team in achieving goals.
  • Monitoring tickets and mini projects to deliver on time, in full to budget.
  • Handling client complaints escalated from the support desk and where required working with the customer operations team to resolve.
  • Implementing software go live requests and change control requests.
  • Producing documentation to support customer understanding e.g. QuickStart guides.

 

Knowledge, Experience and Competencies

  • Knowledge of the underlying functionality of core applications
  • A self-starter with the creativity to resolve issues at pace
  • An ability to understand and interpret the needs of the business
  • Enthusiastic and good at problem solving and analysis
  • Excellent communication skills, both written and verbal
  • Excellent planning and organisation skills
  • A background in retail or e-commerce is desirable
  • Understanding and experience of Lean principles is desirable
  • ITIL Service Management Framework use in your role, ideally at V3 or V4 edition
  • Will typically have 6+ years experience working in a Technology organisation or Technology team and 3+ years supporting an organisations software applications.

 

Benefits & Rewards

People who work with Charis have the opportunity to excel, innovate, learn and grow and we offer an excellent range of benefits that contributes to employee satisfaction and organisational success.

View our Benefits

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