The Application Support Analyst provides Level 2 application support for Informa Markets enterprise applications, including marketing automation, web analytics, data management and content management systems. The Analyst manages application Incidents and Major Incidents throughout their lifecycle, and completes configuration and user admin tasks.
Job Summary/Responsibilities
Level 2 technical support for Informa Markets enterprise applications
Incident Management:
Full lifecycle management of Incidents and Major Incidents through to resolution
Triage, prioritisation, investigation, escalation and resolution
Ensuring all stakeholders are kept informed throughout
Ensuring resolution within agreed Service Levels
Service Request Management:
Allocation and fulfilment of configuration, user admin and other requests
Ensuring all stakeholders are kept informed throughout
Ensuring resolution within agreed Service Levels
Change Management:
Logging and management of Change Requests
Completion of Standard Change Requests
Implementation of Minor Change Requests
Knowledge Management:
Maintaining Knowledge Base
Creating and reviewing Knowledge Articles
Escalation Management:
Receiving email escalations for all Informa Markets applications and services
Managing escalations through to resolution
Qualities needed for culture fit
We are looking to engage with people who:
Have a logical and thorough approach to solving problems
Can communicate clearly and concisely in writing, with an appropriate level of detail, to technical and non-technical audiences
Exhibit emotional intelligence: emotional resilience, self-management, empathy, understanding the impact of words and actions on others
Have a proactive mindset: able to see what needs to be done, and take action
Are skilled in conflict management
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