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Senior Business Systems Support Analyst

Dundee (Hybrid working model), UK

Your purpose in the role

As a Senior 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 Business Systems Support Analysts and 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 act as an escalation point for the Business Systems Support Analysts to provide support and guidance as required.

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 fulfil 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

  • Act as an escalation point for the Business Systems Support Analysts

  • Proactively manage Incident and Service Request resolution processes day to day

  • Management of support vendors on a day to day basis

  • 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 Business Systems Support Analysts and Service Delivery team to improve resolution targets 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

  • Review, 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

  • Other reasonable duties as assigned

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.

  • Act as an escalation point and escalate issues to partners 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

  • Act as a senior member of the team providing support to the Business Systems Support Manager and Analysts

  • 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

  • In-depth experience supporting:

    • 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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