System Support Analyst

System Support Analyst

 

Location: Manchester City Centre

Salary: £20,500 - £25,000 + Benefits 

Working Hours: 8:30am to 5:30pm (40 Hours per week with an hour’s unpaid lunch)

 

Who are urbanbubble?

Urbanbubble are the North West’s fastest-growing residential property management company. We pride ourselves on revolutionising the property industry through our passion to deliver the highest standards of service and customer care to everyone who comes into our path! 

Established in 2008, urbanbubble employs over 150 people and have built our residential portfolio to 9,000 homes, with 14,000 residents across Manchester and Liverpool. Over the past 10 years there has been consistent 40% growth year-on-year. This trend is set to continue with a pipeline of prestigious schemes in a variety of cities across the UK through to 2022.

Future growth is under-pinned by some of the leading developers, most revered investors and iconic residential-communities of tomorrow. urbanbubble has devised and executed a customer-centric service that will lead the way, partnering with Legal and General, DTZi, Salboy, Elliot Group, Capital & Centric and Property Alliance Group, to name but a few.

What is the role?

urbanbubble are looking for an enthusiastic and self-motivated System Support Analyst to build and develop close relationships with all users, to maintain and exemplify a deep knowledge of third party applications and services and also to improve the reliability of system usage across the business. You will be required to provide coaching, support, documentation and improvement across the entire application stack. 

What will I be responsible for?

The successful candidate will operate within the Business Change and IT Department, supporting and maintaining business critical software. You will provide excellent customer service, managing a business help desk for all system users, coaching the business and working with the Learning and Development team to ensure accurate training documentation and delivery for best practise system use.  With a deep knowledge of third party applications and services and strong relationship with suppliers, you will ensure the reliability of systems and apply accurate system configuration to meet business needs.  You will be responsible for maintaining robust change controls for system improvements, working alongside the Business Change Analysts to ensure that this is reflected in the group operating manuals. Moreover, this position, working along sided a team of Business Change Analysts, may allow an advancement into this area for the successful candidate. 

The key responsibilities of a System Support Analyst include, but are not limited to the following:

  • Build up/maintain deep knowledge and expertise of third party applications and services.
  • Manage business helpdesk for 1st line application issues.
  • Improve response and resolution times of application issues from the Support Desk to reduce the frequency of issues recurring and to support 
  • Helpdesk issues.
  • Provide training, support and documentation for upgrades and new releases.
  • Ensure data compliance and control is in place for all data.
  • Effectively manage system security and customisation.
  • Work with system providers on change programmes to ensure faults and developments are considered.
  • Maintain the customer portal and handle customer enquiries.
  • Manage new property set up and integration onto system.
  • Support Business Change Analysts to identify/gather/scope user requirements into change requests and new projects.
  • Support operational team to design and develop departmental KPI’s from the business applications to ensure process compliance aligned with strategic goals.
  • Create accurate and timely KPI reports distributed to relevant stakeholders including business highlights.
  • Manage Change meeting minutes and actions to completion.
  • Support change management plan for organisation.
  • Provide cover for the IT Technical Support Officer and escalate issues accordingly.

What type of person are we looking for?

Technical Experience Requirements:

  • Identify new applications/projects, or upgrades/updates to applications in line with business needs.
  • Configuration of systems and management of application security
  • Create "what's new", FAQs, and HOW-TO documentation/articles/videos on all 3rd party applications for training purposes.
  • Create and maintain up to date documentation and processes.
  • Provide in-depth day-to-day application support to the Support Desk and end users.
  • Qube or FixFlo system experience (desirable)

Qualifications:

  • Qualified up to A-Level.
  • Degree level education. (Desirable)
  • Project Management (Prince, AGILE) (Desirable)

Personal Requirements:

  • Confident & Engaging.
  • Credible.
  • Positive and Can Do attitude.
  • Cares about detail and accuracy, committed to get the job done.
  • Have a desire to advance into a Business Analyst capacity. 

What benefits do we offer?

  • Additional day off for your birthday
  • Flexibility to take 30 minutes for lunch and finish at 5pm. 
  • Internal sales and letting and recruitment referral fees
  • Auto enrolment into our Pension scheme
  • Discounted flexible benefits scheme (such as car parking or gym membership)
  • Complimentary reflexology treatments and 10% staff discount for stays with our sister company, Urbana, offering boutique serviced apartments in Liverpool and Manchester
  • Company away days and summer BBQ’s.

If you are keen on joining this exciting, forward thinking company and taking the next step in your career, then please click the apply now button to find out more.