Application Support Specialist - Richmond, United Kingdom - RX Global

Description

Job Description

About our Team

RX is in the business of building businesses for individuals, communities and organizations. We elevate the power of face-to-face events by combining data and digital products to help customers learn about markets, source products and complete transactions at over 400 events in 22 countries across 43 industry sectors. RX is passionate about making a positive impact on society and is fully committed to creating an inclusive work environment for all our people.

RX is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers.

About the Role

This position is responsible for the Technical Support of Digital technologies within our Global Technology Operations Team.

As part of the Applications team, this role serves as an escalation point for Application/Technical support specialists. It provides technical & practical guidance to Support Teams and assists with queries as necessary. The role involves engagement with multiple teams geographically and functionally, and at all levels. This position focuses on responsibilities outside of development tasks.

Responsibilities

• Becoming the Technical Service Owner for assigned Applications/Technologies
• Ensuring support services meet our committed SLA's & KPI's are on target
• Conducting technical training/knowledge transfer when required to internal technical teams
• Managing the onboarding of new Global Technical Services into Production
• Managing & liaising with our 3rd Party Vendors, Partners and Suppliers
• Participating in the Contract Renewal Process (Support Contracts)

Technical Requirements

• Strong understanding of .NET and API's
• Understanding of Data Flows & Reporting
• Proven knowledge of ITSM tools & processes
• Experience in multiplatform environments
• Proven ability to manage an array of Application Technologies (Cloud/SaaS/On-Prem/Legacy).
• Ability and willingness to learn and adapt to new technologies
• Advantageous to have knowledge within HTML, CSS, Javascript, SQL, AWS

Support Requirements:

• Strong problem-solving experience involving leading teams in identifying, researching, and coordinating the resources necessary to effectively troubleshoot/diagnose complex project issues; prior success extracting/translating findings into alternatives/solutions; and identifying risks/impacts and schedule adjustments to facilitate management decision-making
• Oversee complex and escalated troubleshooting and problem resolution
• Working with relevant teams to assist with root cause analysis & remediation
• Technical writing documentation/SOP development knowledge
• Answer internal or external users' inquiries regarding Digital Applications to resolve complex problems
• Under minimal supervision will monitor, support, troubleshoot, and resolve operating issues, including failures and service level degradation
• Understanding of operating procedures and when they should be created/changed/updated
• Ability to understand, define & manage system processes
• Understanding of the IT environment, including knowledge of development lifecycles
• Understanding of business needs
• Process and tool/technology improvement
• Understanding of backup & recovery procedures
• Strong organization/project planning, time management, and change management skills across multiple functional groups and departments
• Volunteer knowledge and assistance to others
• Work closely with development groups, support groups, and vendors to coordinate special operations, and communicate/escalate problems as appropriate to meet assigned deadlines
• Learn and help others to adapt to new technologies
• Strong advocate for Customer Service
• Flexibility to accommodate occasional unscheduled hours based on business demands