Business Application Support Analyst

 

Description:

The role includes responsibility for: 2nd line Production Support, Systems and Business Analysis and testing

support for internal and external applications within Utmost Pan Europe & Utmost Services Ireland Ltd. 

Managing incidents, Service Requests and change requests raised through ticketing system

Incident Management Systems for USIL systems, including triage, communication, and escalation. 

Analysing incidents raised, including root cause analysis. 

Effective communication with internal clients and other system support teams 

Defining possible solutions and rectification 

Liaising with 3rd party Suppliers on incident solutions 

Testing, planning, and implementing scripts for data fixes. 

Supporting users in multiple regions, time zones and cultures 

Running and supporting daily “Morning Batches” & “End of Day” transaction processing on a rota

basis 

Provide support for code releases of the policy administration systems, including testing, planning

and implementation. 

Gather, document, and obtain sign-off on requirements for small initiatives i.e., MI reports,

customer documentation or service requests. 

Work closely with the business teams on the diagnosis of system issues

Learn all systems supported by the

USIL IT by reviewing all existing

documentation and getting up to

speed on how to use all systems. 

Triage technical application and

system issues affecting the

production environment, raised

on the IT Helpdesk or by the

internal IT team. 

Conduct an analysis to identify

the cause and to determine the

most appropriate solution. 

Determine if the issue needs to be

escalated internally or externally

with 3rd party providers. 

Ensuring that the information and

data relating to the issue and the

status of the resolution is kept fully

up to date on the IT Helpdesk. 

Ensuring that the business users

are kept fully informed of progress

and status changes, to include

updates on expected resolution

times. 

Problem solving, decision making and excellent verbal
and written communication skills.

Ability to triage app logs, system errors, data quality. 
Ability to understand network transfer of files for example

SFTP & UNC. 
Ability to work on own initiative and to tight deadlines. 
Be a team player with attention to detail.