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Michael Page
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Application Support Analyst

Job Description and Requirements

Job description / Role

As an Application Support Analyst, you will be responsible to provide level 2 application support for our client's applications and software.

Client Details

A well-established multinational organisation with over 10,000+ employees globally. This organisation is an industry leader and constantly strives to set industry standards.

Description

* Level 2 technical support for enterprise applications for Marketing and Sales
* Management and resolution of Incidents and Service Requests within agreed Service Levels
* Coordination of multiple internal and external teams in a "service integrator" capacity
* Logging and management of Change Requests
* Major Incident Management including customer communication
* Formal and informal meetings with business stakeholders at all levels
* Regular and ad-hoc operational meetings with vendors and level 3 support teams

Job Offer

* Competitive salary
* Exciting role
* International environment

Requirements

* Demonstrable experience of providing level 2 technical support for marketing automation, digital campaign management and analytics, data management, and Salesforce applications
* Good working knowledge of Incident Management, Request Fulfillment and Change Management processes
* Ability to manage and co-ordinate diverse groups to deliver common goals and targets
* Applying a logical approach to investigating and resolving complex problems
* Able to prioritize and manage a diverse and demanding workload
* Excellent communication and interpersonal skills
* Using an enterprise level IT Service Management toolset to manage Incidents and Service Requests

Desirable Skills

* Experience providing level 2 technical support for the following applications:
* Oracle Eloqua
* Adobe Analytics
* Adobe Target
* Adobe Dynamic Tag Manager
* Talend MDM
* Amazon Redshift
* Adobe Experience Manager
* Mulesoft Anypoint Platform
* Salesforce
* Steelbrick
* Expocad
* Freeman Passport
* Conga
* Skuid
* WalkMe 
* Docusign
* Using ServiceNow to manage Incidents, Requests and Changes, and to run reports
* ITIL v3 Foundation and/or experience of working in an ITIL environment