Job Description

Engineering Support Analyst

About You:

• The purpose of the Engineering Support Analyst is to be a Product Expert that is a community-minded professional who embodies the following traits:
• Communicator – Facilitates a meaningful dialogue in any form (Verbal, Written, Non-verbal) between the people who make our product CALMS and those that use it.
• Analytical Thinker - Critically examines technical and non-technical issues and devises a solution to a problem – be it a process improvement, workaround, or touching base with people in order to create a satisfactory solution.
• Relationships - Encompasses the Corporate customer and Internal teams as equal partners, considering themselves as an extension of their team, treating their problems as their own and provides a level of service that they would expect themselves.
• Compassionate – Desires to passionately promote a positive, optimistic collaborative, empathetic and creative approach to the core competencies of the role which involves:
• Experience of technical skills and tools that allow you to perform analysis system, information extraction and process issues e.g. SQL Queries.
• Strong Support and Analytical skills (may also suit someone from a Testing or Business Analyst background) Experience in using Industry
• Standard ITSM Toolsets desirable (eg JIRA) Proficient in MS Office (advanced MS Excel experience desirable) ITIL V3
• Qualification (desirable but not essential) Excellent communications skills (Written and Verbal) Incident and Problem management experience or equivalent
• Ability to take ownership and be responsible for actions to be delivered against SLA’s
• Experience in finance or banking industry (desirable but not essential)
• Ability to build relationships quickly with clients and have clear communication.
• Passion for accuracy and an eye for detail.