At a Glance
- Tasks: Provide technical support for SaaS platforms and troubleshoot issues to enhance user experience.
- Company: Join a forward-thinking company focused on cloud-based solutions and innovation.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Exciting career development opportunities in a collaborative environment.
- Why this job: Be part of a dynamic team that drives improvements through data and technology.
- Qualifications: Experience in application support and strong problem-solving skills are essential.
The predicted salary is between 29700 - 36300 £ per year.
We are looking for a proactive and technically minded Platform Support Analyst, with experience supporting SaaS-based platforms and business applications, someone who enjoys troubleshooting, problem-solving and working closely with users to deliver an excellent support experience.
We need someone with a strong background in application support, an understanding of cloud-based software solutions and an interest in using data to drive insights and improvements. Exposure to Power BI, reporting or data analysis would be a distinct advantage.
Key Responsibilities
- Provide day-to-day technical and functional support for SaaS-based platforms and business-critical applications.
- Investigate, troubleshoot and resolve application issues, working with internal teams and third-party vendors where required.
- Manage support tickets, incidents and service requests, ensuring timely resolution in line with agreed SLAs.
- Monitor platform performance, identify recurring issues and proactively recommend improvements.
- Assist with data analysis, reporting and dashboard creation, ideally using Power BI.
- Maintain clear technical documentation, knowledge articles and support processes.
- Support testing, system enhancements and the rollout of new features and applications.
Skills & Experience
- Essential:
- Previous experience in an Application Support, Platform Support, SaaS Support or similar technical support role.
- Hands-on experience supporting cloud-based/SaaS applications within a business environment.
- Strong troubleshooting, analytical and problem-solving skills.
- Experience managing incidents, investigating technical issues and liaising with software vendors.
- Good understanding of application support processes, ticketing systems and service management principles.
- Excellent communication skills, with the ability to explain technical issues to non-technical users.
- A proactive approach and the ability to manage competing priorities.
- Desirable:
- Exposure to Microsoft Power BI, including creating or maintaining dashboards and reports.
- Experience working with data, identifying trends and producing meaningful business insights.
- Knowledge of SQL, data queries or data integration concepts.
- Familiarity with APIs, integrations and data flows between SaaS platforms.
- Experience working in an ITIL-aligned support environment.
- An interest in automation, process improvement and making better use of technology and data.
Platform Support Analyst employer: Pearson Whiffin IT & Digital
As a leading employer in the tech industry, we offer our Network Engineers a dynamic work culture that prioritises innovation and collaboration. With flexible home-based working arrangements and opportunities for professional development, employees can thrive while contributing to impactful projects in a supportive environment. Our commitment to employee growth and well-being makes us an excellent choice for those seeking meaningful and rewarding careers.
Contact Details:
Pearson Whiffin IT & Digital Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Platform Support Analyst
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Pearson Whiffin IT & Digital values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Pearson Whiffin IT & Digital might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Pearson Whiffin IT & Digital!
✨Direct Apply to Pearson Whiffin IT & Digital
Let's not forget to apply directly through the Pearson Whiffin IT & Digital website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Platform Support Analyst
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Pearson Whiffin IT & Digital.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Pearson Whiffin IT & Digital. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Pearson Whiffin IT & Digital
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
