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Production Support Business Analyst
  • United Kingdom - Essex - Basildon -
2 years ago
Business Analyst
Permanent,Full-time
Job Description

Incident Management

  • Take ownership of incidents that are assigned to the Production Support Team
  • Diagnose the issues and provide triage information for the Production Support developers. Including requirements, and evidence of the problem and how the systems should behave.
  • Escalate incidents where appropriate and liaise with the development teams to ensure prompt resolution
  • Log and track incidents which are assigned to a third party. Ensuring communications flows are kept open to allow prompt diagnosis and resolution.
  • Ensure Problems are kept active and updated and resolved in line with the Production Support process

Change Management

  • Notifying the change management teams when a reported issue requires a Change Request rather than a fix.
  • Provide requirements or assist other Business Analysts with the creation of the change request documentation

Other Responsibilities:

  • Participation in projects at various stages of the project lifecycle to provide:
  • SME knowledge, Defect Management, Test support, Requirement Gathering and Documenting
  • Ownership and improvement of the Production Support Processes
  • The successful applicant may be required to form part of the established on-call rota providing additional backup and support to the Level 2 support group.

Required Knowledge, Skills, and Abilities

Ideally the candidate will have knowledge of/background in:

  • Microsoft SQL server. Specifically querying and reporting from SQL databases
  • Microsoft Products
  • Cloud Delivery Platforms
  • Atlassian Suite of Tools, primarily Jira and Confluence
  • Agile and Waterfall SDLC’s
  • Business Analysis and Problem Solving

Reference no: 99014

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