At a Glance
- Tasks: Provide second line support for CRM/Billing systems and resolve complex issues.
- Company: Innovative software & services company in the utility sector, based in Chorley.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous improvement and quality control.
- Why this job: Join a dynamic team and make a real impact in the energy sector.
- Qualifications: Experience in application support, SQL databases, and excellent problem-solving skills.
The predicted salary is between 30000 - 40000 £ per year.
Department: Service Operations
Reports To: App Support Lead
Work Location: Chorley - Hybrid
Hours of Work: 37.5
Position Type: Full-Time
Rate Type: Salary
Grade: 4
SUMMARY
We are an innovative and market leading software & services company based in Chorley serving clients in the utility sector ranging from new entrants to large existing suppliers. We deliver sophisticated software solutions and managed services in a Private Cloud infrastructure, servicing both traditional and modern real-time, smart energy clients. We operate a Hybrid working policy so you will be able to flex between working in the office and your home location to carry out this role, but during your initial training period the need to be in office with other team members will be essential. The Application Support analyst will be responsible for providing second line functional support for the organisation’s billing/CRM platform.
POSITION RESPONSIBILITIES
- Provide second line support for CRM / Billing system incidents and queries.
- Investigate and resolve a wide range of issues including but not limited to:
- Billing issues/errors in Billing
- Pricing, tariffs and contracts
- Billing exceptions, adjustments and discrepancies
- Operational processes within the CRM / Billing system
- Perform complex data fixes both individually and in bulk using SQL and or internal tools taking ownership of issues where necessary.
- Determine root cause by distinguishing between process errors, data issues, configuration issues and system defects.
- Escalate defects or complex issues to the Product Owners and engineering team using JIRA with clear impact assessment, supporting evidence & reproduction steps.
- Identify recurring issues and contribute to problem management activities.
- Support in ticket review and analysis, supporting 1st line resolution of repeatable fixes.
- Work with other members of staff to ensure transfer of knowledge and understanding of problems, practices and processes.
- Act as a key point of contact for operations, engineering and client facing teams.
- Clearly explain billing outcomes and system behaviour to non-technical stakeholders.
- Support complex client queries requiring in-depth system or process understanding.
- Take ownership of incidents through to resolution, providing clear updates to the client on the help desk tickets.
- Document problems and resolutions for future reference.
- Understand the importance of change control and work within a formal change control system.
- Understand the importance of quality control, to comply with all relevant standards and procedures and participate in quality assurance and control activities.
- Support continuous improvement of billing processes and system usages.
- Broader Application Support activities as and when required.
ABOUT YOU
You must have:
- Knowledge and experience in application support & functional support.
- Knowledge and experience of working with complex energy billing platforms, billing data and operational processes.
- Knowledge and experience of Customer Support.
- Knowledge and experience of SQL Databases.
- Strong attention to detail.
- Strong problem solving and analytical skills.
- Excellent written and oral communications.
- Excellent Customer Service skills including Customer-Facing activity.
- Experience working with ticketing or incident management tools.
Desirable:
- PowerShell
- AWS
- Argo
- MySQL
- Grafana
- ITIL Knowledge
- Energy industry knowledge including complex billing.
Able to demonstrate ESGs key values of:
- Excellence: be accountable to deliver our best.
- Passion: show how much we care each day.
- Integrity: do the right thing when no one is looking.
- Collaboration: work together to succeed together.
ISO AWARENESS
- Follow IMS Policies.
- Reporting of Incidents.
- ISO Responsibilities.
- ISO Staff Awareness.
For more information on how we process your information please see our privacy notice which can be found on our website here.
Data Ops Application Support Analyst in Chorley employer: Energy Services Group, LLC.
As a leading software and services company in the utility sector, we pride ourselves on fostering a collaborative and innovative work culture in our Chorley office. Our hybrid working policy allows for flexibility, ensuring a healthy work-life balance while providing ample opportunities for professional growth and development. Join us to be part of a team that values excellence, passion, integrity, and collaboration, all while delivering impactful solutions to our clients.
Contact Details:
Energy Services Group, LLC. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Data Ops Application Support Analyst in Chorley
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend meetups, and connect with people on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to application support. We recommend doing mock interviews with friends or using online platforms to get comfortable with your responses.
✨Tip Number 3
Showcase your problem-solving skills! During interviews, share specific examples of how you've tackled complex issues in the past, especially with billing systems or SQL databases. This will demonstrate your expertise and make you stand out.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team at StudySmarter.
We think you need these skills to ace Data Ops Application Support Analyst in Chorley
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Data Ops Application Support Analyst role. Highlight your experience with application support, SQL databases, and any relevant customer service skills. We want to see how your background fits perfectly with what we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about this role and how your skills align with our needs. Don’t forget to mention your experience with billing platforms and problem-solving abilities – we love that stuff!
Showcase Your Communication Skills:Since this role involves explaining complex issues to non-technical stakeholders, make sure your written application reflects your communication skills. Keep it clear, concise, and professional. We appreciate good communication just as much as technical know-how!
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to find all the details you need about the role and our company. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Energy Services Group, LLC.
✨Know Your Stuff
Make sure you brush up on your knowledge of application support and the specific CRM/billing systems mentioned in the job description. Familiarise yourself with common issues and resolutions, as well as SQL basics, so you can confidently discuss your experience and how it relates to the role.
✨Show Off Your Problem-Solving Skills
Prepare examples of past experiences where you've successfully resolved complex issues. Be ready to explain your thought process and how you determined the root cause of problems. This will demonstrate your analytical skills and ability to take ownership of incidents.
✨Communicate Clearly
Since you'll be explaining technical outcomes to non-technical stakeholders, practice articulating complex concepts in simple terms. During the interview, focus on clear and concise communication to showcase your customer service skills and ability to collaborate effectively.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's processes, team dynamics, and the tools they use, like JIRA for ticket management. This shows your genuine interest in the role and helps you assess if the company culture aligns with your values.
