AppDBA Support Analyst 9 Month FTC

Job description Role and Responsibilities Architecture & Technology Planning Understand the relevant technology standards and roadmaps Application and Infrastructure Support Works with the Team Leader to ensure effective, seamless support for end users to include: Support of applications and infrastructure; Ensure effective hand-offs between teams; Ensure effective, reliable and efficient end to end processes (internal and external) are in place; Embed continuous improvement and leading by example; Operate within Service and Operational Level Agreements and performance reporting; and Ensure customer satisfaction levels (for example, as reported in the Customer Satisfaction Survey) are maintained and reflect business requirements. Maintain appropriate documentation (including knowledge bases containing known issues /workarounds and support handbooks) for effective 3rd line support Service Delivery Diagnose all incidents/problems escalated to 3rd line support and identify root cause and actions required to maintain or improve service levels As necessary investigate high impact incidents/problems through involvement in SWATs Develop implementation plans for dealing with requests for change; evaluate risks to the integrity of the service inherent in proposed implementations; seek authority for those activities; and undertake review of effectiveness of change implementation. Define and deliver continuous improvement programmes, in conjunction with the Team Leader, so that, where applicable, systems deliver a improved performance to the business. Enhancements and improvements to services should be delivered by the appropriate governance authority (i.e. Plumbing Budget, SE Board or the Business Solutions 'funnel' used to capture all remaining activity); and Maintain a culture of continual improvement and problem solving. Build and Implementation Provide specialist guidance information to the Support, Systems Testing and Quality Assurance functions Monitor effectiveness of installation and ensures that appropriate recommendations for change are made Ensure that documentation and training materials are created and are suitable Ensure the correct implementation of standards and procedures Supplier Management Ensure that supplier performance is fed back to the Team Leader Risk Management Refer to domain experts for guidance on specialised areas of risk, such as architecture and environment. Take part in audits and risk assessments as directed by the Global Application and Security Manager. Participate in disaster recovery rehearsals to prove their effectiveness. Quality, Methods & Tools Strive for improvements to processes by suggesting changes in approach and use of industry best practices, typically using recognised models including ISO27001. Provide advice to management on ways of improving the effectiveness and efficiency of their control mechanisms. Key requirements Business Competencies Strong organisational skills with a proven track record in a challenging support department. Commitment to rapidly resolve incidents using a logical and structured approach to problem solving. Ability to make sound decisions under pressure. Strong commitment to excellent customer service. Commercial acumen, including an understanding of the overall picture of IT service costs and how IT adds value to the business. An enthusiasm and passion for technology. The ability to promote technology within the firm, using business friendly language Personal credibility, highly self motivated, self-starter, who will undertake all activities to the highest professional standards Excellent communication skills, both orally and written. Ability to operate within a wider team where there may be ambiguity and conflicting priorities. Ability to develop good working relationships across the breadth of the IT function and effectively share knowledge between individuals and teams to contribute to overall effectiveness of project and service improvement work. Experience of working in a global environment across international locations with an appreciation of multiple cultures. Knowledge It is vital to have in-depth knowledge of Microsoft SQL Server 2005 and MCP/MCDBA accreditation preferred. Detailed practical knowledge of the operation and maintenance of IT infrastructure and services within a Microsoft technology environment. It is desirable to have experience of a SQL server clustered environment. A strong working knowledge of the following applications is desirable: Elite 3E, OpenText DM, Carpe Diem, Metastorm BPM (Workflow), Microsoft Biztalk, Peoplesoft Experience Minimum 2/3 years IT experience with at least 1 years experience in a 3rd line role supporting a number of the technologies listed in this job description. Experience working within the professional services sector with an appreciation of the demands placed on support teams by the business. Experience of working of in an ITIL environment Qualifications Qualifications - ideally the candidate should have the following or equivalent: Minimum "A" level standard education or equivalent Accreditation in relevant technologies - preferred ITIL Foundation - preferred