Application Support Specialist (Oracle, Java, CRM, SQL)

Recruiter
Ampersand Consulting
Location
Suffolk
Salary
25000.00 - 28000.00 GBP Annual + Fantastic Benefits
Posted
18 Jun 2017
Closes
20 Jun 2017
Category
IT, Internet
Function
IT
Contract Type
Permanent
Hours
Full Time

Application Support Specialist (Oracle, Java, CRM, SQL)

A leading UK FTSE 100 provider of IT solutions and services are looking to hire a talented Application Support Specialist (Oracle, Java, CRM, SQL) to join a rapidly expanding support team based in Bury St. Edmunds.

The Application Support Specialist (Oracle, Java, CRM, SQL) will ideally have a strong track record in working with central and local government and public sector organisations from an application support perspective.

Responsibilities for the Application Support Specialist (Oracle, Java, CRM, SQL):

  • Responsible for responding and resolving Customer Application incident tickets within SLA and KPI targets
  • Responsible for the ownership, progression and resolution of incidents allocated, ensuring the end User and incident ticket are fully updated as per the documented processes with all actions taken, including root cause and resolution detail
  • To provide a high quality customer support service with excellent communication skills
  • To work closely with the Problem Management Team ensuring comprehensive detail is provided for new problems and defects and all associated incidents are linked to inform root cause analysis and impact;
  • To ensure data integrity is maintained when analysing and resolving incidents
  • Provide focus and interaction ensuring the Company operates within its agreed SLAs and KPIs, liaising with and updating the end user throughout the life cycle of an incident ticket, escalating to the Incident Management Team Leader as appropriate
  • Ensuring that Company processes are adhered to and recommendations for improvements are progressed
  • Actively perform trend analysis to ensure continuous improvements and underlying issues are addressed to reduce the volume of repeat incidents raised through the Help Desk
  • To develop knowledge of the applications and business processes used within the Criminal Justice sector in order to provide a high quality customer support service.

Skills and experience for the Application Support Specialist (Oracle, Java, CRM, SQL):

  • Ability to manage and take responsibility for incident tickets assigned in relation to specialist
  • Software functionality
  • Experience supporting Java or Oracle or CRM applications
  • Strong customer liaison skills underpinned by a professional telephone manner
  • Exceptional analytical skills to determine resolution accurately
  • Have a technical aptitude in order to implement data change where necessary
  • Be able to work autonomously and within a team to support the end user efficiently
  • Experience of delivering against Service Level Agreement targets and meeting customer
  • Expectations
  • SQL/PL/SQL is desirable
  • Experience within the Criminal Justice sector is desirable.

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