System & Application Support Analyst ("ASA")

The ASA has the primary task of providing first-line support for department specific applications, answering phone calls and monitoring helpdesk systems in a prompt fashion, dealing with basic issues and escalating calls as appropriate, internally or to third parties. They will ensure that calls are logged and solutions are documented.

Print
Role: System & Application Support Analyst (ASA)

Reports to: Application Support Manager

Department: Global Business Services

Duration: Permanent

Location: 16 Great Queen Street, Covent Garden, London, WC2B 5AH

The more detailed tasks of the ASA will provide technical, administrative, and accounting processes support to the department, including setting up new databases and users, setting access rights, removing users, assist in testing, implementation, training and systems documentation on department projects, and other such similar tasks.

A good ASA will be confident enough to provide desk-side training where appropriate (and will identify areas where such training will be useful) and to liaise with third party providers on software issues. They will take ownership of user problems and be proactive when dealing with user issues, and will actively participate in team meetings to update on work allocations and advise on progress and tasks actioned.

The systems used are SAP B1 and add ins, Crystal reports, CaseWare, Concur, iDocuments (a web interface for client interaction with our system), and other smaller applications. A good knowledge of SAP B1, crystal reports and an understanding of SQL server will be developed. Working knowledge or experience within a finance business is preferred.

An outstanding ASA will proactively share best practice amongst users, seek to develop skills amongst the user base to reduce the level of calls logged and help ensure the systems remain simple to use for internal and external users alike. They will look for continuous innovation and improvements to the department’s systems and processes, most commonly from, but not limited to, an IT application perspective.

Where the ASA will have client contact this will be with a range of staff, up to and including C level executives based around the world. Some contacts will be IT literate whilst others will not. As such, the ASA will need to be confident in communicating both in writing and, more significantly and more often, over the phone with staff of differing levels of seniority including at third parties such as overseas-based subcontracted staff and partner firms.

The role requires significant interaction with the staff at all levels. The successful candidate will be required to work alongside a combination of peers, team members (both direct and indirect reports) and senior staff members. A good ASA will communicate with these individuals and others, including clients, on a regular basis, keeping them informed of progress. This will include assisting with running workshops around Blick Rothenberg Global Services’ applications.

All work completed should be with reference to our values and commitments to client service.

The ASA will report to the Application Support Manager for their personal development and for oversight of the progress made on the aims of the IT function within Blick Rothenberg Global Services. Further support will be available from directors and senior management within the department, the in-house Blick Rothenberg IT function, and the ASA will liaise with this team regularly to ensure both parties are aware of progress and priorities.

If you wish to apply (or require any further information) for any of the positions, applications can be submitted by emailing your CV (with covering letter) to: careers@blickrothenberg.com