The Role
Provide user support for Salesforce, Workday, and bespoke business applications. Resolve and document incidents, investigate defects using database queries, maintain knowledge-base articles, produce reports, schedule report distribution, escalate issues, and identify automation opportunities. The role also supports system implementations, training, service-level adherence, and collaboration with technical teams and business users.
Summary Generated by Built In
As an Application Support Analyst, you will play a crucial role in ensuring smooth operations and user satisfaction by providing timely and effective support for our global business applications. Your primary focus will be on Salesforce and Workday, but you may also work with other bespoke applications.
Key Responsibilities
- User Support:
- Work with tools provided to deliver user support for bespoke business applications.
- Respond to queries and challenges from end-users, ensuring timely resolution.
- Maintain a high level of customer service and adhere to agreed Service Level Agreements (SLAs)
- Compile ticket status reports for business stakeholders.
- Knowledge Base Management: o
- Create and maintain knowledge base articles in the helpdesk tool.
- These articles will aid in swift resolution of future support requests.
- Ensure alignment with the IT service model and delivery against agreed SLAs.
- Issue Investigation and Documentation:
- Investigate, analyse, and document reported defects. o This may involve using SQL select statements to query databases.
- Offer suggestions for resolution.
- Support the documentation of incident reports during major incidents.
- Automation and Process Improvement: o
- Identify opportunities to automate processes within the customer service function.
- Make appropriate suggestions to your line manager.
- Collaborate with technical teams and customers to resolve technical issues.
- Escalation and Change Requests:
- Escalate system change requests to the Product Support team for evaluation.
- Escalate data-related issues to the appropriate teams. ·
- Reporting and Data Distribution:
- Use provided scheduler tools to create scheduled tasks for report distribution.
- Run audit reports for users and interrogate the database when necessary.
- Travel and Other Duties:
- Assist with system implementations and training.
- Undertake other duties as directed by the Line Manager.
Skills, Knowledge & Expertise
Minimum Requirements:
· Analytical mindset with the ability to resolve complex problems.
· Takes accountability and ownership of technical issues
· User-focused, with the ability to interact with users and champion their needs.
· Effective communication of business change and processes.
· Confidence in communicating complex technical issues to various audiences.
· Strong interpersonal skills, with a proven ability to maintain positive relationships and effective communication with various teams around the business
Desirable Requirements:
Desirable Requirements:
- SQL querying skills (desirable).
- Basic JavaScript expressions (desirable).
- Application bug diagnostics (desirable), including log analysis.
About
We assess, develop and manage cyber threats across our increasingly connected society. We advise global technology, manufacturers, financial institutions, critical national infrastructure providers, retailers and governments on the best way to keep businesses, software and personal data safe.With our knowledge, experience and global footprint, we are best placed to help businesses identify, assess, mitigate & respond to the risks they face.We are passionate about making the Internet safer and revolutionising the way in which organisations think about cyber security.Headquartered in Manchester, UK, with over 35 offices across the world, NCC Group employs more than 2,000 people and is a trusted advisor to 15,000 clients worldwide.
Skills Required
- Analytical mindset with the ability to resolve complex problems
- Accountability and ownership of technical issues
- User-focused approach and ability to champion user needs
- Effective communication of business changes and processes
- Confidence communicating complex technical issues to varied audiences
- Strong interpersonal skills and ability to maintain positive relationships across teams
- SQL querying skills
- Basic JavaScript expressions
- Application bug diagnostics, including log analysis
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The Company
What We Do
NCC Group is a global cyber security and resilience company that helps organizations manage risk, strengthen resilience, and build trust. They provide services in cyber security consulting, managed services, technical assurance, and software escrow.
