Senior Support & Business Analyst - CRM (Application Support)
Wales
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USD £31365 - 37890 per annum
REF: SSBA_1603792933
Senior Support & Business Analyst
Software Development Department

Salary: £31,365 to £37,890
Hours: 37.5hrs per week
Permanent
Base: Cardiff

We wish to appoint a talented, enthusiastic and motivated individual with a reasonable degree of technical ability and/or experience of working with a Customer Relationship Management (CRM) environment such as Microsoft Dynamics 365.

This is a fantastic opportunity to join the Test, Trace & Protect Support team as it continues to provide support for a key government programme benefitting all the citizens of Wales through a Cloud based national application.
As a Senior Support & Business Analyst, your approach shall be flexible and innovative. You will have excellent interpersonal, communication and organisational skills to ensure that the application performs to the requirements of its users and stakeholders.
Experience of working within a software service delivery and 2nd line support environment would be beneficial; however practical experience and knowledge of the following would be particularly advantageous:

*Databases / SQL
*ITIL Service Delivery and Service Support
*CRM systems
*Telephony Systems

You will be expected to:

*Demonstrate and maintain knowledge and expertise in ITIL service Delivery and Service Support
*Analyse change requirements and where appropriate produce requirements specification, impact analysis, change control, testing and documentation of changes.
*Work with health care organsations and staff in Public Health Wales (PHW), Local Authority Managers or users to establish National Application requirements and enhancements, across many services and Local Authority organisations, to produce business outlines for system development
*Have the ability to train, mentor and professionally supervise junior analyst staff
*Work with Third party suppliers
*Attend various steering and user groups and when required to both present and interpret complex business and technical issues.
*The ideal candidate will have the following qualities:
*Ability to learn and support new systems and applications.
*Good analytical ability in troubleshooting and problem solving in a technical support environment.
*Good knowledge in ITIL service Delivery and Service Support
*Ability to establish good working relationships with people at all levels

There may be a requirement to join an on-call rota covering a 24/7 service, once adequate training has been completed.


Certes Computing (and all of its subsidiary companies) is committed to promoting equality and diversity in its business operations.
Published:
27th Oct 2020
Sector:
IT
Start Date:
ASAP
Type / Duration:
Permanent
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