System Support Analyst

Alphanumeric is hiring a System Support Analyst to join our English speaking team in Lisbon. You will be supporting our global client's services working from home. You MUST be located in Portugal and be FLUENT in English.
Alphanumeric is a multinational IT solutions company present in the market for over 30 years with a multicultural team based in 5 different countries.
Want to know more? This is what we offer:
• Paid Training - Monday to Friday.
• Internet allowance up to 50 euro per month
• Meal allowance of 50 euro per month
• Employer-paid E-Learning courses
• A work from home program
• Employee recognition awards
• Referral bonus program

This is what we expect from you:
• Management of Application Incident or Request tickets raised by Help Desk or end-user Self-Help ticket service assigned to Business Admin Resolving Agency, support end-users with application related issues or requests thorough to resolution
• Configuration management; data clean-up and advanced artefact management
• Perform corrections to data in the Production environment as required
• Configuration management; adding items to metadata pick-lists, creating or updating reports and dashboards

Escalation point for:
• Complex issue management, including triage of issue and liaison with System Admin to resolve application issues when necessary
• Configuration management and Data corrections
• Provide Application support in the event of an Inspection
• Oversee support activities in the event of an Inspection
• Provide guidance and coaching to business based roles; Archivists, Template Managers, QC Reviewers, etc.
• Providing application knowledge or assist with the creation and maintenance of User Guides, FAQs, Process documents and Training
• Ensuring all general information regarding ways of working is properly delivered to team members

Activities and Deliverables?

• Creation of weekly metrics to enable an analysis of ticket SLA
• Less than 10% of errors in the system based on request
• Availability of end-user self-help material
• Update or creation of User Guides, FAQs, Process documents and Training material available at release to Production

Sounds like you? Apply now!