Business Application Support Analyst

 

Description:

The role includes responsibility for: 2nd line Production Support, Systems and Business Analysis and testing

support for internal and external applications within Utmost Pan Europe & Utmost Services Ireland Ltd. 

Managing incidents, Service Requests and change requests raised through ticketing system Incident

Management Systems for USIL systems, including triage, communication, and escalation. 

Analysing incidents raised, including root cause analysis. 

Effective communication with internal clients and other system support teams 

Defining possible solutions and rectification 

Liaising with 3rd party Suppliers on incident solutions 

Testing, planning, and implementing scripts for data fixes. 

Supporting users in multiple regions, time zones and cultures 

Running and supporting daily “Morning Batches” & “End of Day” transaction processing on a rota

basis 

Provide support for code releases of the policy administration systems, including testing, planning and

implementation. 

Gather, document, and obtain sign-off on requirements for small initiatives i.e., MI reports, customer

documentation or service requests. 

Work closely with the business teams on the diagnosis of system issues

Main tasks and responsibilities

Key Performance Indicators

Production Support 

Learn all systems supported by the

USIL IT by reviewing all existing

documentation and getting up to

speed on how to use all systems. 

Triage technical application and

system issues affecting the

production environment, raised

on the IT Helpdesk or by the

internal IT team. 

Conduct an analysis to identify

the cause and to determine the

most appropriate solution. 

Determine if the issue needs to be

escalated internally or externally

with 3rd party providers. 

Ensuring that the information and

data relating to the issue and the

status of the resolution is kept fully

up to date on the IT Helpdesk. 

Ensuring that the business users

are kept fully informed of progress

and status changes, to include

updates on expected resolution

times. 

Fully understand systems. 

Adherence to SLAs 

Responsiveness to both internal and external clients 

Reduction in the level of recurring incidents

Ensuring appropriate quality and

level of service at all times,

according to documented

service level agreements