AMS Analyst

Milton Keynes
Job Type:
Business Transformation
Job reference:
about 1 month ago

Title: AMS Analyst

Location: Milton Keynes/Remote

Duration: End of 2022 with extension

Rate: £273.97 (via umbrella)

Main Responsibilities

  • Translate complex business and technical issues into understandable concepts for all audiences.
  • Competently support business critical applications, independently and within the team.
  • Undertake relationship management with stakeholders, resolving issues where there are differences of opinion.
  • Maintain and update systems knowledge across all applications.
  • Provide specialist second level support knowledge for SAP, Local Business, Business Objects and Web applications.
  • Resolve unplanned interruptions of service to customers within agreed timescales.
  • Ensure that incident status communications are accurate and delivered in a timely fashion to all relevant parties.
  • Take ownership of incidents and ensure correct alignment of incident severity, including communication to the business.
  • Feed recommendations and product enhancements into the Product backlog to stop incidents reoccurring
  • Participate in handover from Product Team to Business as Usual of new and existing applications.
  • Working closely with colleagues to create new processes and knowledge base documentation to support the Product Team handover.
  • Resolve incidents within agreed SLA in a timely manner, communicating the status of problems and if applicable transfer the incident to third line support.
  • Responsible for proactive monitoring of applications and event management, to enable early diagnosis and resolution of service issues, to reduce their potential impact.
  • Engage with colleagues to identify, plan and deliver proactive application maintenance, in order to prevent unplanned disruption by quality issues.
  • Collaborate with colleagues and partners in the UK, Ireland and HQ to ensure that Service Management related standards are being measured through KPIs and metrics.

Skills & Background

  • Undertake ownership of incidents and proactively resolve with minimal supervision.
  • Comfortable working within an agile Product Team structure
  • Able to undertake several analysis engagements, of multiple sizes, concurrently.
  • Excellent written and verbal communication skills, clearly articulating ideas, solutions and recommendations across all levels of the organisation.
  • Excellent negotiation skills.
  • Self-motivated and a strong team player.
  • Ability to cope with pressure, meet deadlines and to prioritise appropriately.
  • Ability to influence others in order to promote good working practices or to change opinions in situations where opposing views are held.
  • Able to work under own initiative.
  • Strong analytical skills.
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