We’re looking for an experienced incident handler to join our Digital team as a Business System Support Analyst, based at our Kilbirnie Street and Hillington offices in Glasgow.
We offer:
- 33 days’ holiday allowance with room to grow
- Generous retail discounts
- Private healthcare
- Simplyhealth – all employees have access to a GP 24/7 and can claim money back on medical and dental treatments
- Pension scheme
- Maternity and paternity packages
- Opportunities for training and progression
Hours
Full time: Monday - Friday 8.30am - 5pm
About the role
Due to continued growth in the department, we have a new job opportunity as a Business Systems Support Analyst. We are looking for a skilled problem solver with experience supporting and maintaining a wide range of enterprise applications.
The Business Systems team is responsible for the operational support of third-party applications used within Arnold Clark. The team will support the delivery of these applications and escalate incidents to vendors as required providing timely updates to the business on successful resolutions.
In this role you will work with internal digital teams, stakeholders & third-party vendors to facilitate the proactive maintenance of business applications to deliver stability, compliance and continuous improvements.
Day-to-day duties
- Resolve support tickets to an agreed SLA.
- Keep up to date on applications supported by the team and ensuring the team also has appropriate product knowledge.
- Ensure that the appropriate escalation path is followed for priority incidents and requests.
- Plan for and supporting deployment of planned changes to applications.
- Maintain a programme plan for upcoming changes and owning the plan to communicate the timetable and mitigate any business continuity risk before deployment.
- Maintain a technical relationship with the third-party vendors to maximise our value from the products the team supports.
- Be the technical point of contact with a vendor on any escalated support items with the vendor.
- Support the scoping and tendering process for new contracts from a technical perspective.
- Perform routine maintenance of applications supported by Business Systems team with support from vendors where required.
- Produce ‘As Is’ and ‘To Be’ High Level Diagrams for system changes.
- Document and present changes to supported systems at routine Change Advisory Board meetings.
- Be an active participant in our change procedures.
- Actively Support the business when performing User Acceptance Testing (UAT) activities.
- Create and maintain Technical and User Documentation for supported systems.
Essential skills and experience
- Good communicator, both written and verbal
- Team player motivated to see things through to resolution.
- Good understanding of existing 3rd Party Systems in use at Arnold Clark.
- Able to train team members in new technologies and applications as required.
- Experience working in a technical support role for enterprise applications.
- Capable of understanding and working with technical documentation from vendors and internal teams.
- Experience writing comprehensible documentation for both end users and internal teams with varying levels of IT Skills.
- Good Understanding of Basic Networking Fundamentals.
- Strong IT skills and a keen interest in software applications as well as a positive attitude to change.
Nice To Have
- Relevant IT Certification/Qualification
- Familiarity with Agile and Waterfall methodology in software/product development
- Good Understanding of Basic Windows Server Infrastructure (IIS, SMB, DNS, AD etc)
- Experience with Powershell/Scripting
- Experience using systems like Visio and Draw.io for diagrams.
Our Culture
Arnold Clark is committed to creating a diverse and inclusive workplace. We strive to create an environment where collaboration, unique perspectives and multiple approaches are celebrated. We care about our employees and our communities, we nurture talent and encourage ambition, and we are passionate about people who take pride in their work. Our employees are at the heart of everything we do – diverse in our make-up, united in our goals.
To find out more about Life at Arnold Clark, visit our website.
Employment within the Arnold Clark Group is offered subject to satisfactory reference and disclosure check.