Senior Support Analyst

Adaptiv provides world-class integration, consulting and execution, and data and analytics services. We have a wealth of development and integration experience in moving clients from around the world onto cloud platforms.

Integration: With over a decade of experience in delivering small and large-scale integration for the enterprise market, we deliver clear and measurable value to our client’s bottom lines.

Data and analytics (DnA): Our DnA practice is dedicated to helping clients leverage their real-time or historical data, regardless of its location or format, to gain a formidable strategic advantage.

Every day at Adaptiv is unique, filled with exciting challenges and opportunities to innovate. Our team thrives in a dynamic environment, working on complex solutions for impressive clients. We champion a culture of collaboration, free from office politics, and grounded in mutual respect.

Our modern office, complete with a rooftop space, is perfect for social gatherings and BBQs, adding a touch of fun to our professional setting. At Adaptiv, we prioritise both professional growth and personal well-being. Join us to be part of a forward-thinking, supportive, and engaging workplace where innovation and enjoyment go hand in hand.

POSITION SUMMARY

This position works alongside the Support Manager to insure smooth and consistent support for all clients. The primary focus for this position is on the support and service to Adaptiv clients, identifying opportunities for improvement in support processes and capability. This position will include the initial onboarding and training of the Technical Analyst/Graduated Developers who join the company as part of our graduate program.

The individual in this position will be required to work on multiple projects at any one time, across any of the cloud integration platforms that are used (e.g. Microsoft Azure, Salesforce MuleSoft, Boomi, Solace etc) and balance workload accordingly. The role is required to use tools and techniques that help maintain support analysis in a dynamic, constantly changing environment. Ongoing training is required to maintain the credentials required, and some time to complete training is allowed for as part of this position.

This position is highly responsive to the requests of clients with work priorities largely influenced by these stakeholders. As such, this position includes an On Call component that operates on a rotating roster. While you are not required to be on company premises when rostered On Call, you will be required to respond to emails and mobile telephone call if/when you receive urgent client calls or emails.

SIGNIFICANT WORKING RELATIONSHIPS

Internal

· Support Manager

· Support Team

· General Manager

· Executive Management Team

· Architecture Teams

· Development Teams

· Human Resources Team

· Finance Team

· Infrastructure Team

External

· Clients

· Suppliers and Vendors

POSITION RESPONSIBILITIES

Support Management

• Assistance with on-boarding of new support clients
• Assistance with reporting to support customers, including quarterly and monthly review preparation.
• Continuous review and improvement of Adaptiv support processes
• Assistance with training of new Adaptiv support team members, who are typically taking part in our graduate program
• Documentation and updating of procedures, guides and knowledge-based articles. Tracking requests using the Help Desk tracking software and ensuring cases are correctly managed, updated, and resolved within specified service levels.

Support

• Provide technical integration support for Adaptiv clients. Duties include diagnosis and resolution of technical problems and issues across multiple applications.
• Liaise with Adaptiv clients and manage communications effectively to reach resolution.

Quality Assurance

• Respond to reported problems with a timely resolution or problem escalation as appropriate.
• Assist with monitoring following programs releases and changes.
• Assist with testing and monitoring changes to integrated client systems.

Continuous Improvement

• Identify and propose improvements to existing integrations.
• Identify and introduce industry Best Practice standards in all projects, work requests and responsibilities.
• Seek to educate team members and stakeholders about Best Practice where appropriate.

Work Planning & Management

• Work with the Support Manager to meet deadlines under all relevant project plans.
• Manage daily tasks and projects to ensure work is completed consistent with assigned priorities and deadlines.
• Participate in planning meetings as required.
• Initiate and attend meetings with team and stakeholders to give timely updates on work progress and resolution of issues.
• Report progress to the Adaptiv team as appropriate.

Training

• Commitment to furthering one’s career growth and development by completing base level administration training/certifications for specialized products and taking part in and studying towards qualifications and certifications identified by the Company.

Occupational Health & Safety

• Responsible for taking reasonable care to ensure own health and safety at work, and to avoid adversely affecting the safety or health of any other person at work

Responsibilities on Demand

• Due to the fluid and dynamic environment within the group, new, additional, or amended position responsibilities may be required at any time
• Successful demonstration of change orientation is an ongoing responsibility of all positions

KEY RESULT AREAS

• Complete all assigned tasks in a timely manner.

• Client services – communication with clients to the utmost professionalism

• All other regular deliverables to be achieved on time and to the required standard.

• All other internal and client-facing regular deliverables (which are not projects themselves) to be achieved on time and to the required standard.

• Ensure all actions directly support the company objectives, values, polices and processes

PERSON SPECIFICATION

Qualifications

3+ years relevant help desk experience is required, and a related tertiary qualification is desirable

Required Skills & Experience

• Experience in a technical support environment and knowledge of ITIL service delivery methodologies.
• Understanding of IT policy and procedures including Incident, Request, Problem and Change management.
• Previous experience working within an IT service desk or support function essential.
• Experience in training, support, and onboarding of new team members.

Technical Expertise

Demonstrate expertise in or understanding of:

• Knowledge/experience or certifications preferred in the following integration platforms:
  • Microsoft Azure
  • Boomi
  • MuleSoft
  • Solace
  • BizTalk Server administration
• Good knowledge of SQL scripts/queries preferred.
• EDI (Electronic Data Interchange)
• XML and some XSLT
• JSON
• Message queueing.
• Understanding of modern security protocols

Personal Competencies & Attributes

• Team player who enjoys encouraging the growth of others
• Troubleshooting and problem-solving skills
• Customer service experience
• Exceptional English communication skills both written and over the telephone.
• Flexible and adaptable
• Innovative
• Self-managing, proactive, motivated
• Patient, consistent and reliable
• Results driven
• Professional
• Ability to work under pressure.
• Good time management skills
• Motivated to learn new skills and technologies.
• Sense of humour