Application Support Analyst

Company Description

At Informa Global Support, we 're about connecting businesses and
professionals with knowledge. From cutting-edge research to specialist digital
demand, our reach is extensive. We're the power behind a range of fantastic
brands such as FAN EXPO, Omdia, World of Concrete and many more. Through
cutting edge research we're here to champion specialists by helping people
learn more, know more and do more.
As those businesses grow and develop, so will the opportunities for you to
grow and develop within Informa Global Support. We're passionate about
building for the future - and want your future to be with us. Because we know
you're hungry to expand your skills by embracing new experiences. And all the
while you'll be supported by a community of talented and like-minded
colleagues, where openness is encouraged and a can-do attitude is the norm.

Job Description

This is an exciting opportunity for an experienced Application Support Analyst
to join a dynamic, forward-thinking FTSE ‎100 company, as part of a global team
working with market leading cloud platforms and applications.
The role provides level ‎2 technical support for Informa Digital Web platforms
(handling over ‎400 websites), Marketing Technology, and platforms and
applications that use Amazon Web Services.
Main responsibilities include:
* Incident Management:
* full lifecycle management of Incidents and Major Incidents through to resolution
* Triage, prioritisation, investigation, escalation and resolution
* Ensuring all stakeholders are kept informed throughout
* Ensuring resolution within agreed Service Levels
* Service Request Management:
* Allocation and fulfilment of configuration, user admin and other requests
* Ensuring all stakeholders are kept informed throughout
* Ensuring resolution within agreed Service Levels
* Change Management:
* Logging and management of Change Requests
* Completion of Standard Change Requests
* Implementation of Minor Change Requests
* Knowledge Management:
* Maintaining Knowledge Base
* Creating and reviewing Knowledge Articles
* Escalation Management:
* Receiving email escalations for all Informa Markets applications and services
* Managing escalations through to resolution

Qualifications

We are looking to engage with people who:
* Have a logical and thorough approach to solving problems
* Can communicate clearly and concisely in writing, with an appropriate level of detail, to technical and non-technical audiences
* Exhibit emotional intelligence: emotional resilience, self-management, empathy, understanding the impact of words and actions on others
* Have a proactive mindset: able to see what needs to be done, and take action
* Have excellent time management skills (ability to prioritise and manage a diverse workload)
* Have the ability to learn new technical concepts and information quickly
* Have a security-first approach and awareness in all aspects of their work
* Are able to adapt to changing requirements within a fast-paced, dynamic environment
* Have the ability to manage and co-ordinate diverse groups to deliver common goals and targets
Skillset required:
* Experience in a product focused technical support role
* Experience working within an ITIL best practice framework (ITIL certification highly preferred)
* Demonstrable experience of troubleshooting, investigating, and resolving Incidents
* Strong SQL experience, including querying and investigating data
* AWS experience or exposure is beneficial (AWS certification is highly preferred)
* Experience working with APIs
* Incident management and process understanding
* Exposure to Continuous Integration and Deployment workflows, CI/CD pipelines
* Excellent communication skills and experience managing stakeholders of varying seniority and technical ability
* Education and learning in Computer/Information technologies or equivalent.
* Desirable to have experience with monitoring and alerting systems, Site Reliability Engineering (SRE), Observability

Additional Information

Just as no two days are the same, at Informa Global Support we recognise that
no two people are the same, putting diversity and inclusivity at the heart of
what we do. This doesn 't happen by chance. We actively work to create a
shared culture. It's a place where individuals bring their own experience and
insights to discover new opportunities and build a varied career. We want you
to thrive as part of a fantastic community. We champion you.