Business Applications Support Analyst (Pegasus Opera)

Job title:

Business Applications Support Analyst (Pegasus Opera)

Company:

Xperience

Job description

Vacancy: Business Applications Support Analyst (Pegasus Opera)
Reference: BASAP/R/05/2024
Contract: Permanent
Hours of Work: Full Time (36.25 hours per week, Monday to Friday)
Salary: Up to £40k per annum
Reporting to: Service Delivery Manager
Location: Hybrid Working between home and either our Peterborough (Cambridgeshire) or Lisburn (Northern Ireland) offices. Potential remote working will be considered.At Xperience we deliver business efficiencies through Digital Transformation.We put our clients at the heart of everything we do, helping them create better, faster processes, build stronger customer relationships, strengthen data security, accelerate profitability, and position them for growth. That’s why we’ve got over 1,000 clients who are more efficient, more productive, and more profitable just because they work with us. And, it’s why 95% of our clients say they would recommend us. But really, it’s our people that make the difference at Xperience. They have the expertise and ambition to collaborate with our clients to guide them towards the optimum solution. Together as a team and through partnerships with world leaders in technology, we provide smart solutions that provide real digital transformation in businesses, including Cloud, ERP, CRM and Managed IT.About the roleWe are undergoing an exciting time in our evolution and now seek a talented Business Applications Support Analyst to join an established client support team. You’ll bring previous experience with the Pegasus Opera and Payroll as well as a passion for excellent customer service and support.You’ll be responsible for providing application/technical support to our clients through our helpdesk, telephone and email. As the point of contact for all client support and enquiries, you’ll be expected to investigate and resolve client issues – or where necessary, escalate support incidents to other members of the team.Along with a clear talent for problem solving, you’ll be a fast learner who can quickly diagnose and troubleshoot issues in a fast-paced and dynamic environment. This role presents a significant opportunity for an experienced ERP support professional to work in close collaboration with an experienced team supporting a range of clients across the UK. It’s an exciting time to join our business with ambitious growth plans to strengthen our presence in the industry.What you’ll be getting up to on a day-to-day basis:

• Delivering a high level of customer satisfaction for support incidents received through our helpdesk, email, or telephone.
• Performing investigation and provide application/technical support to both internal and external stakeholders.
• Working to deliver on Service Level Agreements and ensuring that all support incidents are accurately recorded.
• Using the helpdesk management system to ensure that all tickets are correctly logged and that both internal and external stakeholders receive regular updates.
• Where required, escalating incidents, ensuring high levels of customer care.
• Identify and highlight trends in support incidents reporting these to the Service Delivery Manager to ensure timely and appropriate action is taken to resolve client issues.
• Working with the wider Business Applications team in the smooth handover of clients and projects to the support team, ensuring a successful client onboarding experience whilst developing knowledge of client specific system modifications.
• Collaborating with the wider Business Applications department to work towards successful project delivery for our clients.
• Refer client requests for advice & consultation to the consultant teams where necessary.
• Taking responsibility for one’s own professional development, through continuous learning, to ensure that any contractual or partnership accreditations or certifications are achieved.
• Collaborating with peers and other areas of the business to increase internal product and service knowledge.

Person SpecificationEssential Criteria:

• 2+ years previous experience in an internal or external facing support team, working with Pegasus Opera and Payroll with confidence of all areas of the system
• Confident in providing data fixes where needed
• Previous hands-on experience with ticket management systems
• Previous experience of working as part of a team
• Able to demonstrate a high level of technical knowledge
• Valid Right to Work in the UK (We do not currently hold a visa sponsorship licence)

Desirable Criteria:

• Professional IT Certifications, ie ITIL Foundation
• Relevant Accreditations/Microsoft qualification

Benefits Package:

• 30 days annual leave plus 8 bank holidays
• 1 additional day’s leave for your birthday
• Employer pension contribution
• Hybrid working
• Cycle to Work Scheme
• IT Purchase Scheme
• Access to Skillsoft Learning and Development Platform
• Employee Assistance Programme
• Referral bonus scheme of up to £1,500 when you successfully refer a friend

*T&Cs apply based on contractCompetencies required for role:Teamwork & Collaboration
Shares knowledge continuously and encourages others to do the same. Expresses disagreement respectfully and constructively, proposing alternative solutions whilst recognising areas of agreement.Results Focused/Problem Solving
Regularly reviews plans, priorities and actions to changing circumstances and adapts accordingly. Resolves issues that occur with minimal direction and fuss.Developing Yourself & Others
Takes on new challenges willingly, with positivity and energy. Actively develops own skills and expertise.Communication
Choose the appropriate method/medium of communication dependent on the situation. Adapts tone, style and approach toward people depending on audience and situation.Xperience is an equal opportunities employer.

Expected salary

£40000 per year

Location

Lisburn – Peterborough

Job date

Sun, 05 May 2024 01:43:42 GMT

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