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Business Systems Support Analyst

Dundee (Hybrid working model), UK

Your purpose in the role


As a Business Systems Support Analyst you will be part of the Business Systems Support team within the Enterprise Technology team in the Technology Function.

Working closely with the Service Desk you will play a key role in the support of the Business Systems (applications and tools) managed by Enterprise Technology that the Insights Business users require to ensure the delivery of Learning and Development services to our customers.

You will also play a key role in the future direction of the Business Systems used to ensure that they are continuously reviewed to ensure that they fulfil the strategy of the Business and to support the Change Portfolio in the delivery of new functionality and ongoing Service Improvements.

What you’ll do to succeed

  • You will provide support for all Business Systems managed and maintained by the Enterprise Technology Business Systems team and will be expected to have a good level of understanding of all of them to fulfil requests and resolve incidents. The main Business System in use is Dynamics 365 Finance and Operations and Customer Experience, including Customer Service, Sales and Marketing apps and HRIS

  • You will work with partners as well as internal technology colleagues to resolve incidents and fulfill requests

  • Provide 2nd line Business Systems support to the Service Desk to diagnose Incidents, initiate remedial actions and resolve to the agreed targets and levels of quality

  • Identify problems by analysing trends of incidents and work with colleagues and partners to resolve them in a timely manner

  • Fulfil customer requests to the agreed targets following agreed processes and to the required level of quality

  • Provide guidance and support to the Service Delivery team to improve first time resolution for our customers

  • Work within the ITIL based support processes and procedures to the agreed targets

  • Support the successful transition of changes into operational support

  • Create and update knowledge documents to ensure that the Business Systems Support team and wider Technology teams can provide a consistent and high-quality service

  • Provide support to the Change Management Office and change portfolio as required

How will you do this?

  • Provide and promote first-class, proactive IT customer support

  • Respond in a timely and professional manner to all customer Incidents and Requests; putting the customer first is key to success in the role.

  • Escalate issues where appropriate while maintaining ownership of the initial support request and pro-actively monitoring progress and providing updates

  • Be flexible - able to change priorities quickly, with the capacity to handle multiple tasks

  • Collaborate and work effectively across internal functional areas as well as with external parties as required

  • Participate willingly in the team and keep other team members informed and up to date by sharing useful or relevant ideas and information.

  • Adhere to Insights Security and Data Protection policies

  • Manage internal stakeholder relationships

  • Understand and meet the needs of the business and provide help and support to colleagues as required

  • Build relationships with key personnel across the business.

How you’ll show up

  • Showing up as confident, expert, vibrant and personal in your own unique way

  • Self-starter and problem solver - able to work independently but also a strong dependable team player

  • Self-motivated, but knows when to seek guidance

  • Positive ‘can do’ attitude and work ethic

  • Always prepared to ‘go the extra mile' in delivering service on time and to the highest standards.

  • Highly analytical, methodical, and highly organised with the ability to think clearly under pressure.

  • Confident and professional communication skills throughout the business

  • Demonstrates the drive and initiative to achieve personal and team objectives

What you’re great at

  • Proven experience supporting diverse business applications for a mix of local and remote end-users

  • Experience of supporting Microsoft based technologies, including:

    • Dynamics 365 Finance and Operations and Customer Experience

  • Excellent working knowledge of Windows Operating Systems and Microsoft Office suite

  • Excellent and proven problem solving and troubleshooting experience

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