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IT Support Specialist
hace 2 meses
Ebury is a leading FinTech firm that offers a range of innovative products and services. We are seeking an experienced IT Application Support Analyst to join our team in Malaga.
Job Summary:This is a 2nd Line support role that involves supporting market-leading cloud applications, including Salesforce, FenX, Atlassian suite, Github, Pycharm, and IntelliJ. The successful candidate will be responsible for managing tickets, identifying common problems, and working with development teams to manage changes.
Key Responsibilities:- Manage tickets from the user base, including advanced user queries, data updates, and simple configuration
- Manage connected applications and plugins
- Identify common problems and themes that could be resolved by development work
- Work with development teams to manage changes that require formal change control
- Maintain and promote data quality
- Ensure all applications are up to date and optimised
- Perform regular application reviews and audits with the Internal Security and Audit Teams
- Review application roadmaps, monitor new features, and analyse their suitability for the business
- Promote new features as they come online via blogs, pre-recorded videos, and training sessions via VC
- Create and maintain a knowledge base
- Promote self-service in the user base
- 2+ years in a technical service environment (either Service Desk or Application Support)
- Process-driven and diligent
- Service-focussed and goal-oriented
- Good level of understanding of cloud technologies
- Experience of Google's Workspace suite of applications and products is an advantage
- Experience with ZenDesk and/or Jira or other ticketing systems is an advantage
- Direct experience on Salesforce, or similar CRM, is an advantage
- Salesforce ADM certification is an advantage, but not essential
- English and Spanish language proficiency
- Strong communication skills
- A good team player who is able to work as a part of a group or independently
- Someone with a positive attitude who is able to keep calm, find solutions or a good workaround for all problems
- Someone who is able to work supervised and unsupervised, able to work under high pressure and to tight deadlines
- Someone who is able to prioritise incidents and tickets while maintaining a good level of time management
- Pro-activity is a key characteristic that is extremely beneficial to the role to keep ahead of developing situations
