Marine Application Support Analyst

Overview

Join to apply for the Marine Application Support Analyst role at Northern Marine Group.

Role Profile: Responsible for populating, developing, implementing and maintaining all Aurora software products and associated systems to enable the development, monitoring and review of digitised physical assets and digitised operational procedures. Maintain product support via the Aurora Digital Customer Service Portal (Fresh Desk) aligning to set service level agreements (SLAs) inclusive of ongoing updates to product knowledge base and training guides. Support development projects or the development sprint lifecycle through requirements gathering, process mapping and story boarding, acting in the capacity as Product Owner when required. This includes stakeholder management and functional management of testing phases including development test plans, manual function testing and full system regression testing.

Key Responsibilities

• Collecting, validating, inputting, manipulating, extracting and analysing asset and operational data via inbuilt reporting sets or creation of specific Power BI reports.
• Provide training to new and existing staff relating to all modules contained within the Aurora suite of products.
• Maintain and update training guides and associated media for internal and external use.
• Maintain and update product release notes and user guides as part of development project/sprint phases; update Customer Support Knowledge Base as required.
• Act as Product Owner for ongoing development project/sprint cycles; maintain the Azure DevOps backlog including process mapping, requirements/story gathering and translation of client requirements to meet the needs of the Development Team.
• Responsible for manual function testing and regression testing; including creation of test plans.
• Provide professional advice, reports and support relating to system content.
• Ongoing support of the Aurora suite of products inclusive of maintaining set SLA targets via the Customer Service Portal (Fresh Desk).
• Maintain awareness of relevant statutory and regulatory legislation.
• Maintain the security and integrity of information held within Aurora.
• Improve the scope, accessibility and accuracy of asset and operational data.
• Proactively contribute to Aurora enhancements, changes and development support.
• Map assigned product-related or operational processes using Microsoft Visio or Nintex Promapp to aid development requirements gathering or internal process improvement.
• Create, update and produce reports associated with the Aurora system and peripherals.
• Participate in R&D projects and enhance digital and technical knowledge.
• Engage in projects to analyse service delivery for further enhancement of Aurora.
• Utilise and update the Company’s Project Costing and Billing system per approved policies and procedures.
• Comply with the Company’s health, safety, environmental and quality assurance policies and procedures.
• May be asked to undertake other tasks relevant to the position.
• Accountable for creating, updating, maintaining, storing, sharing and distributing high-quality documentation relating to all software development activities.

Candidate Requirements

• HND or Degree level within a related field.
• Demonstrable experience in populating, supporting and maintaining fleet management systems.
• Adaptable customer support skills with the ability to discuss technical issues according to the audience.
• Understanding and application of Operational and Development Project Lifecycle including Agile and Waterfall methodologies.
• Experience in the role of Product Owner and/or Manual Development Tester.
• Demonstrable experience in marine operations or an offshore environment.
• Understanding and experience of Business Process and Mapping methodologies.
• Above average competency with Office 365 and Adobe packages.
• Good written and oral communication.
• Ability to work collaboratively with colleagues, stakeholders and customers.
• Motivated attitude; team player.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Information Technology

Industries

• Maritime Transportation