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Our client are seeking a Data Application Support Analyst to be based at their offices in Basingstoke on a permanent basis.
**SAS and Data Warehouse experience is required
Technical support, Investigate and resolve production issues.
Environment, Config changes and Data Fixes
Proactively monitor applications health.
Ensure SLA compliance for incident response and incident resolution
Ticket status updates and coordination with various stakeholders for issue resolution
Create/ Maintain Knowledge base of all the incidents (Tool - ServiceNow)
Document existing processes where necessary to not already available based on discussions with developers/L3 support
Root Cause Analysis
What will I be doing?
Responsibility for Level 2 Application Support to agreed SLA
Bridge between L1 and the Development teams (L3+)
Monitoring batch & real time process execution
Drafting and maintaining application support procedures and technical documentation
Carrying out operational procedures, including out of hours support, managing issues, performance monitoring/reporting
Supporting production & pre-production data platform batch schedules following documented processes & troubleshooting guides
Managing ticket backlogs, driving closure of aged tickets
Supporting the Change & Problem Management functions
In-depth knowledge of specific applications/technical specialisms
Maintaining relationship with business users
Reviewing technical support documentation including Project To Live, and Operational Instructions
Ensuring all the appropriate monitoring and alerting tools are configured and activated
Raising incidents where discovered
Providing troubleshooting and methodical diagnostic skills to resolve issues.
Agreeing levels of service and support for all applications, ensuring other critical support groups are able to support these levels where applicable
Where applicable providing support cover for applications, in some cases agreeing to call out for 2nd and 3rd line support ‘out of hours’
Creating and maintaining good working relationship with development teams & other system & operations teams
Ability to acquire application-specific knowledge
Improving run-book documentation to focus on rapid restoration of service
High expectation of hands-on support with all activities where required
Operational acceptance of new developments into the live environment & associated processes
Enhancing & creating new operational support processes as required
What do I need?
Capability, Knowledge and Experience:
Proven working experience as data application support
Possessing background knowledge of operating systems, devices, applications and software
Knowledge of Ticketing tools like ServiceNow, JIRA
Assisting with application & systems integrations
Contribute with IT specialists in the preparation of maintenance plans and upgrading schedules for operational systems
Collaborate with IT technical teams throughout Incident and Problem lifecycle
Ability to explain complex ideas to those with limited IT and systems knowledge
Knowledge of advanced configuration and Troubleshooting
Ability to analyse technical issues and provide permanent fix/solution
Ability to Filter and “clean” data by reviewing and performance indicators
Must be having hands on experience on any ticketing tool
Work with management to prioritize business needs/ tickets
Identify, analyse, and interpret trends or patterns in complex data sets
Ability to create problem records for recurring issues
Interpret data, analyse results using statistical techniques and provide ongoing reports
In-depth experience analysing and interpreting data from different sources such as ad servers, flat files, etc.
Advanced SQL skills
Extensive batch schedule creation, maintenance & support experience
Demonstrable experience with APIs
Background in SAS ETL development & support, reporting, and query optimizations will be a value-add
Ideally ITIL Incident & Problem Management qualified
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