Utiligroup (An Energy Services Group Company) is a market-leading provider of innovative technology and services to the utilities and energy industry.
We are creating a more competitive utilities sector, improving our customer’s lives through better service and greater choice and guiding our clients through complex industry change.
Our purpose is to make utilities smarter for everyone. We deploy our technology and talent to deliver innovation and automation through our SaaS and Business Process Management solutions from which we create actionable data analytics and insight.
To date, Utiligroup has enabled a significant number of new entrant energy suppliers to enter the industry and we manage several million customers on behalf of suppliers and metering companies.
Clients include a host of well-known energy providers, both UK and overseas-based.
The Utilisoft Application Support Analyst shall be responsible for deploying and supporting the range of Utilisoft products.
The position shall require the Application Support Analyst to research, plan, install, configure, troubleshoot, maintain and upgrade software deployments, both internally and externally across the entire suite of Utilisoft products.
The Application Support Analyst will be involved in providing front line support to clients and deploying software client site.
You will be required to work shifts covering Monday to Saturday 08.00 21.30 (minimum of 37.5 hours per week)
Provide front-line support to customers
Troubleshoot and resolve software problems, internally and externally
Installation, configuration and maintenance of software applications to internal test environments
Installation, configuration and maintenance of software applications on customer environments
Work with project teams to investigate complex issues, identify and implement solutions to new and re-occurring problems in the deployment of applications
Work with other members of staff to ensure transfer of knowledge and understanding of problems, practices and processes.
Develop documentation that aides successful implementation and operation of software applications for both new and established deployments
Develop documentation and mappings of upgrade procedures for general and specific scenarios
Management of internal testing environments to ensure that these remain in line with customer sites and configuration
Working with Test Team Manager and IT Support Technician to manage the environment requirements of the Test Team
Demonstrate knowledge of the entire Utilisoft product suite to facilitate the deployment of applications on a customer’s environment, including variable parameters
Analyse and evaluate existing or proposed software systems to determine feasibility, time required and process
Record and maintain system documentation and software inventories
Follow procedures and seek assistance when guidelines are inadequate, deviations from the standard are proposed or when unanticipated problems arise
Document problems and resolutions for future reference
To understand the concepts of solutions implementation; assist in the implementation of new and amended solutions
To report progress and participate in progress meetings
To understand the importance of configuration management and participate within a formal configuration management system
To understand the importance of change control and work within a formal change control system
To understand the importance of quality control, to comply with all relevant standards and procedures and participate in quality assurance and control activities
To contribute to the project planning process by providing estimates of effort and elapsed time for the assigned work;
to advise of any deviations from the plan
You must have :
Knowledge and experience of Software Deployment
Knowledge and Experience of Customer Support
Knowledge and Experience of Oracle & SQL databases
Excellent Customer Service skills including Customer-Facing
Strong attention to detail
Strong problem solving, organisation and communication skills
Excellent written and oral communications
Performance of Test Analyst responsibilities as required
ISO Staff Awareness
Follow IMS Policies
Reporting of Incidents