Problem Manager / Second Level Support Analyst
Tender ID: 382627
Tender Details
Tender Description
The problem manager will be working as part of the Applications Support Section. The role involves managing incident tickets logged from first level support, investigating and conducting solutions to fix the problems and ensuring the process for Problem Management is effectively managed.
The specialist will be working within the Applications Support Section of the Employment Systems Group.
Employment Systems Group is responsible for the development and maintenance of Employment Services applications which have been developed in-house. This is a high pressure/workload environment and we are looking for someone who can:
Provide timely, accurate and appropriate responses to customer queries.
Investigate and resolve issues using a variety of tools and resources.
Identify and manage potential Production issues, including liaison with relevant technical, policy, project and external agency staff.
Escalate higher level faults to appropriate area for resolutions.
Develop and maintain processes and procedures.
Ensure that incidents and problems are fully documented within the relevant reporting system.
Location
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