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Application & Database Support Analyst

Application and Database Support Analyst

Our Client has an opening for a Application and Database Support Analyst (english speaking). This role will offer an excellent opportunity for the successful applicant to become an expert in one of the leading ITIL service management solutions.
The position is located in central Edinburgh. (city centre), the hours are 08:30 - 17:30 Monday to Friday. As the business has significantly grown, a shift rotation system to accommodate increased support demands is currently in place. Participation in such shifts, after a successful period of training, is a pre-requisite for the role. There will be a shift allowance to accommodate this.

Job Description
The successful candidate will join the First Line Support Team and the initial specific responsibilities of this position include:
Accurate recording, progression and resolution of both internal and customer related issues, within assyst, adhering to best practices and company guidelines
Liaison with both second and third line service departments to achieve resolutions
Participate in the maintenance and continuous improvement of 1st line best practice

Essential Skills & Experience
Two+ years experience in a 1st Line Service Desk analysis role, ideally supporting a complex software product
Proven ability to learn new software products quickly combined with a genuine interest & enthusiasm to investigate all areas of assyst's functionality with a view to becoming an expert in assyst
Practical knowledge and or experience of one RDBMS – SQL Server, Oracle, DB2, Sybase. Business intelligence toolsets (e.g. Business Objects, Crystal Reports, MS SQL)
Proven customer facing skills
Ability and willingness to operate under documentation and change management
Strong logical and analytical skills
Previous experience of working for a global company, so a full appreciation of the cultural aspects
Understanding of the ITSM market place
Proven capacity to work independently whilst managing and prioritising own workload, as well as being a reliable and flexible team player
Excellent communication skills at all levels
Excellent organisational skills, project and time management and have a good attention to detail
Candidates must have advanced analytical skills and be able to demonstrate a proven record in problem determination and resolutions. This position is within a fast moving, demanding environment, where the ability to multi task and quickly assimilate new skills and techniques is required.
Flexibility required in relation to start times and a willingness to provide out-of-hour support and work shift patterns as and when business needs require



Solutions Driven Ltd is acting as an Employment Agency in relation to this vacancy.

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