You will provide YTL Group Services with outstanding service and support experience using the provided applications, while also supporting and maintaining critical business systems and applications in line with departmental policy and best practices.
Your part in upholding this service will be underpinned by a methodical and organised approach to your work, all while ensuring knowledge sharing through multiple means including appropriate and effective documentation.
The department utilises ITIL best practice principles, and the role holder will be expected to follow these processes to ensure excellent customer service.
What you'll do In this role, you will:
undertake application support and project work as allocated by the Application Support Manager to ensure adherence to SLA and ITIL principles and best practice drive improved support through the completion of operational acceptance into service measures and activities provide support to team standards in their specialist areas and facilitate Continual Service Improvement (CSI) work with the Application Support Team Leader to ensure the timely delivery of project deliverables assigned to their specialist area comply with the change management process when implementing project requests as secondary cover on other applications, ensure there is an understanding of the commitments of the team in periods of absence, act as a backup to undertake requirements and assess secondary covers documentation in this area report any risks to delivery to the Project Manager for inclusion in the project risk register should mitigation not be possible ensure all compliance requirements specific to their specialist area are supplied to the Application Support Team Leader and ensure audit requirements ensure all capacity and availability concerns are raised with the Application Support Team Leader to be recorded for budgetary planning/CSI review provide training to secondary cover on known issues and workarounds in their specialist area review, prioritise and undertake CSI registry actions raise any operational concerns or suggested improvements in functional areas to support the Application Support Team Leader for inclusion in the CSI register or change request process as required always represent the IT and Service Operations team in a professional manner perform any other duties as required and directed by the Application Support Team Leader, Software Development Manager or Head of IT Applications which are pertinent to the role. What you'll need You will have the following skills and experience:
experience within an application support team, working in an enterprise environment, ideally aligned with ITIL practice Microsoft SQL Server Database querying skills experience in Client/Server applications and integrations data manipulation and extraction Excel and other Microsoft Office tools database and interface file structures experience in a similar IT Support role, performing technical implementations and support proficient in supporting applications underpinned by ITIL methodologies investigation and diagnosis an understanding of environment management and operational support role in project deliverables customer focused excellent communication at all levels business awareness excellent organisation and planning skills problem-solving skills the ability to work unsupervised experience with Temetra and AutoCAD (beneficial but not essential). What you'll receive Total pension contributions up to 20%. Career progression and professional development opportunities. 25 days' holiday rising to 28 with length of service. The opportunity to buy up to ten days' holiday and sell up to five every year. A healthcare package that allows you to claim back healthcare costs. Life assurance of up to eight times your salary. A new electric car in exchange for part of your gross salary, subject to conditions. Cashback and discounts from more than 3,000 retailers. One paid volunteering day each year. Enhanced family leave and pay arrangements. An interactive health and wellbeing platform. Support from mental health first aiders. A £1,000 referral fee if you recommend someone to work for us. Who we are We are one of the top-performing water and sewerage companies in England and Wales, serving 2.9 million people across the South West.
The work we do goes beyond providing an essential public service. We also aim to have a positive impact on the communities we serve and the natural environment.
Our people tell us Wessex Water is a great place to work, which is why so many of them stay with us! You will have the opportunity to develop and progress your career, while also receiving health and wellbeing support.
We also continue to promote diversity and inclusion – with that in mind, all applicants are welcome. We are delighted to have signed the Armed Forces Covenant and are a Disability Confident Employer.
This is an exciting opportunity to join us and if you would like to be part of our journey, we would love to hear from you. Please do not hesitate to let us know about any additional support you may need.
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