Online Services Analyst
Overview
The purpose of this role is to assist with planning, building and maintaining the technology platforms that support our Online Services solutions. As a member of the Online Services team you will be part of the overall governance of our solutions and will be required to engage in all technical areas of IT. This role reports to the Online Services Manager.
Within this role you will assume responsibility within the Online Services team for the technical platforms supporting our solutions in responding to the Online Services project pipeline and resolving incidents and requests for service from our Partners and people, and on occasion our clients.
Responsibilities
Building, configuring, maintaining and supporting the technology platform that host our solutions
* Contribute to design and build estimates, plan and utilise their time effectively
* Responsible for the deployment of applications including capacity, scalability, performance and resilience best practice
* Understand and include different types of devices, considering constraints of hardware, operating systems or browsers for the solutions
* Be aware and inclusive of accessibility guidelines and best practice in technology solutions
* Contribute and adhere to technical and service governance standards whilst building and maintaining solutions
* Adhere to change processes and produce high quality technical documentation
* Raise issues and provide potential solutions and recommendations should they occur
* Adhere to external best practice and governance such as ITIL and ISO
* Complete appropriate project and technical documentation
* Provide proactive maintenance on support issues to ensure we deliver excellent customer service
* Identify constraints, pre-requisites and financial impact to the Online Services and systems used by us.
* Provide proactive maintenance on support issues to ensure that we deliver excellent customer service
* IT governance
o Ensure that agreed standards and working practices are followed
o Highlight any non-conformance with agreed standards and working practices with the IT Director
Requirements
Knowledge and experience:
* Experience with various technical tools and software that support software solutions, these includes but not limited to;
o Office 365
o Exchange Online
o ServiceNow
o Microsoft Azure
* Some experience of building, maintaining and supporting systems, including systems that are externally client facing, these includes but not limited to;
o WorldPay
o Lotus Notes
o SharePoint 2010
* Some experience of authentication, access and identity management technology
* Awareness and or Experience of ITIL processes
* Some experience of system integration and data migration
* Some experience in larger organisations with the capability to adhere to processes and deliver to high quality standards
Capabilities
People/Team Management
* Passionate about their career and delivering quality solutions
* Flexible to work on a variety of solutions, manages workload and report progress and issue professionally
* Able to work effectively within a team structure to support the goals of the wider team
* Able to communicate and present ideas to others in a professional manner
* Assertive enough to influence and challenge themselves and others to drive the best solutions
* Ability to embrace and support change
* A self-starter that needs minimum supervision
* Proactively keep abreast of IT industry trends and technology changes
* Flexible to work out of hours if required
* Excellent Client Service
* Demonstrate confidence in dealing with project team members
* Demonstrate ownership and responsibility when dealing with tasks
* Excellent customer service and consulting skills
* Demonstrable skills in influencing and negotiation methods and techniques
Please forward your latest CV to james.thompson@markssattin.com