At a Glance
- Tasks: Provide second line support for CRM/Billing systems and resolve complex issues.
- Company: Innovative software company in the utility sector with a hybrid working culture.
- Benefits: Competitive salary, flexible working hours, 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.
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.
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
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:
- 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
ESG Key Values:
- 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
Data Ops Application Support Analyst in Bridgnorth employer: Esg
As a leading software and services company in the utility sector, we pride ourselves on fostering a collaborative and innovative work culture in Chorley. Our hybrid working policy allows for flexibility, while our commitment to employee growth through training and development ensures that you will thrive in your role as a Data Ops Application Support Analyst. Join us to be part of a team that values excellence, passion, and integrity, all while making a meaningful impact in the energy industry.
StudySmarter Expert Advice🤫
We think this is how you could land Data Ops Application Support Analyst in Bridgnorth
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend meetups, and connect with potential colleagues 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 interviews by practising common questions related to application support and SQL. We recommend doing mock interviews with friends or using online platforms to get comfortable talking about your skills and experiences.
✨Tip Number 3
Showcase your problem-solving skills! During interviews, be ready to discuss specific examples of how you've tackled complex issues in the past. This will demonstrate your analytical abilities and attention to detail, which are key for the role.
✨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 innovative team.
We think you need these skills to ace Data Ops Application Support Analyst in Bridgnorth
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Data Ops Application Support Analyst. Highlight your experience with application support, SQL databases, and any relevant billing platforms. We want to see how your skills match 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 background makes you a perfect fit. Don’t forget to mention your problem-solving skills and customer service experience – we love that!
Showcase Your Communication Skills:Since you'll be explaining complex issues to non-technical stakeholders, it's crucial to demonstrate your communication skills in your application. Use clear and concise language, and maybe even include examples of how you've successfully communicated technical information in the past.
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 keep track of your application status. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Esg
✨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, especially around billing errors and data fixes using SQL. This will show that you're not just a candidate, but someone who understands the role.
✨Show Off Your Problem-Solving Skills
Prepare to discuss specific examples where you've tackled complex issues in previous roles. Think about how you identified root causes and resolved them, especially in a customer-facing context. 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 your communication style and ensure you can convey your thoughts clearly and confidently.
✨Emphasise Teamwork and Collaboration
This role requires working closely with various teams, so be ready to share experiences where you've collaborated effectively. Highlight your ability to transfer knowledge and support others, as this aligns with the company's values of collaboration and excellence.
