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- Tasks: Support and optimise the UMAX application for UK customers, ensuring smooth operations.
- Company: Itineris empowers energy and water utilities with innovative software solutions.
- Benefits: Enjoy a mix of on-site and remote work, plus opportunities for professional development.
- Why this job: Join a collaborative team focused on customer satisfaction and impactful software solutions.
- Qualifications: 2-3 years in application support, ERP knowledge essential; MS Dynamics experience is a bonus.
- Other info: UK residents only; travel to client sites required.
The predicted salary is between 36000 - 60000 £ per year.
There’s a saying at Itineris: Together goes a long way. And we live by that. Whether your job is translating our customers’ needs into the best software, selling, coding, or keeping our business running smoothly, we’re united by the same mission: growing our company and delivering innovative software that empowers energy and water utilities to engage better with their customers.
As our Application Support Consultant, you will play a key role in ensuring the stability, performance, upkeep and support on all UMAX functionalities for our UK customers. In this role, you not only develop a strong professional relationship with our clients, but also quickly learn all ins & outs of our UMAX application, which will enable you to become a functional expert. The role will be based in the UK (on site & remote). You will be part of the Service Delivery Team. This team provides 2nd & 3rd line functional and technical support to our customers after their go live. The Team is responsible for Application Management, Support and Maintenance, and for the overall satisfaction of end users about the UMAX functionalities.
Your role will focus on proactively managing the UMAX application environment - minimising disruptions, identifying recurring issues, recommending process improvements, and actively engaging with key users to optimize their experience. You will help ensure high availability, fast response times, and seamless user interaction with the platform. UMAX is the brand name of our software solution for water and energy utilities. It automates their business processes and enables them to better engage with their customers. UMAX is a cloud-based solution, built on the powerful Microsoft Dynamics 365 platform.
As our Application Support Consultant, you…
- Identify and prevent issues before they escalate
- Perform root cause analyses for recurring issues and propose improvements to eliminate them
- Maintain close, proactive communication with key users to gather feedback and identify pain points or optimisation opportunities
- Own your own development through the various Learning modules and information made available
- Treat Records initiated by the Customer (key users): Incidents/bug fixes: diagnose and solve the problem or in case adjustments must be made (incl. development, testing and deployment), give status updates to the customer, follow up & close the incident.
- Functional changes (prioritized by the customer): perform impact analysis (in time, money – in case of an RFC - and other Impact), determine which functional changes are recorded to which sprint backlog and (after approval of the customer) realize the functional change.
- Ensure a professional and proactive approach to service delivery, aiming to go above and beyond just supporting customers.
- Participate in project and implementation activity to support the service readiness ahead of go live.
- Respect all agreements between Itineris and the Customer, as set in the Service Level Agreement (SLA) document.
- Lead knowledge-sharing and training initiatives to strengthen client and internal team capabilities.
- Take part in project related activities as required.
- Participate in the outside business hours standby schedule to ensure the resolution of incidents.
- When functional questions arise, bridge between the client’s organization and the Itineris Operations team.
What you bring:
- Strong interest in functional business processes.
- Min. 2-3 years previous experience in an Application support role, including management of incidents/major incidents and RCAs.
- Knowledge of a business application (ERP) is a MUST.
- MS Dynamics AX or D365 experience is a plus.
- Strong customer focus, is quality driven and proactive.
- Client facing experience.
- In-depth analytical and problem-solving skills.
- Quick learner – and eager to learn.
- Result-oriented and responsible (= takes ownership).
- Team player with a flexible attitude.
- Fluent in English, with excellent oral & written communication skills.
- Willing to travel 3 days per week to the client's premises (Reading).
- UK residents with RTW only!
Application Support Consultant employer: Itineris
Contact Detail:
Itineris Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Application Support Consultant
✨Tip Number 1
Familiarise yourself with the UMAX application and Microsoft Dynamics 365. Understanding these platforms will not only help you in interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Showcase your problem-solving skills by preparing examples of how you've handled incidents or major issues in previous roles. This will highlight your ability to manage challenges effectively.
✨Tip Number 3
Emphasise your customer focus during discussions. Be ready to share experiences where you went above and beyond to ensure client satisfaction, as this aligns with Itineris' mission.
✨Tip Number 4
Network with current or former employees of Itineris on platforms like LinkedIn. Gaining insights from their experiences can provide you with valuable information that may set you apart from other candidates.
We think you need these skills to ace Application Support Consultant
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of an Application Support Consultant. Familiarise yourself with UMAX and its functionalities, as well as the importance of customer engagement in this role.
Tailor Your CV: Highlight your relevant experience in application support, particularly any work with ERP systems like MS Dynamics AX or D365. Emphasise your problem-solving skills and customer focus, as these are crucial for the position.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples from your past experience that demonstrate your ability to manage incidents and improve processes, aligning with Itineris' mission.
Showcase Your Communication Skills: Since the role requires strong communication with clients, ensure your application reflects your excellent oral and written communication skills. Use clear and concise language, and consider including examples of how you've effectively communicated with clients in the past.
How to prepare for a job interview at Itineris
✨Understand UMAX Inside Out
Before your interview, make sure you have a solid understanding of the UMAX application. Familiarise yourself with its functionalities and how it benefits energy and water utilities. This will show your potential employer that you're proactive and genuinely interested in the role.
✨Demonstrate Problem-Solving Skills
Be prepared to discuss specific examples from your previous experience where you've successfully identified and resolved issues. Highlight your analytical skills and how you've contributed to improving processes in your past roles.
✨Showcase Your Customer Focus
Since the role involves significant client interaction, be ready to share instances where you've gone above and beyond for customers. Emphasise your ability to build strong relationships and communicate effectively with key users.
✨Prepare for Technical Questions
Brush up on your knowledge of ERP systems, particularly MS Dynamics AX or D365. Expect technical questions related to application support and be ready to explain how you've managed incidents and performed root cause analyses in your previous roles.
