Description:
This role is part of the enterprise applications function – which operates as part of the wider technology team.
Principle Accountabilities
- Work with the technology infrastructure team in relation to incident and problem management of applications issues.
- Provide first-line technical support to end-users for all application-related issues.
- Assist users in navigating applications and provide guidance on application functionality.
- Monitor application performance and maintain application uptime by conducting regular checks.
- Coordinate with the IT team to ensure hardware infrastructure is adequate to support the application.
- Work closely with the applications team and end users to understand application functionality and features.
- Provide feedback from users to the applications team to help improve the application.
- Proactively gain the requisite knowledge to enable an understanding of the Foundations application architecture and purpose.
- Create and maintain comprehensive documentation for application processes, service level agreements (SLAs), and application training materials.
- Document all application issues and resolutions in the issue tracking system.
- Conduct user training sessions and create user guides to help end-users use the application effectively.
- Develop and implement testing strategies and plans based on project requirements.
- Execute test cases and scripts to evaluate the functionality and performance of the application.
- Align changes and incidents to the Foundations Change Management policies and processes.
- Work closely with developers, business analysts, and other stakeholders to ensure comprehensive testing of the application.
- Communicate testing progress, test results, and other relevant information to project stakeholders.
- Document all test artifacts including test plans, test cases, test scripts, and test reports.
- Maintain a repository of test artifacts for future reference and reuse.
- Strong knowledge of software QA methodologies, tools, and processes.
- Hands-on experience with automated testing tools.
- Connect with users and subject matter experts to identify improvements or issues with current applications or processes.
- Carry out regular maintenance or process tasks for applications that sit within the enterprise applications team.
- Participate in technology change management activities, managing requests and tasks through Jira system, assessing requests for change, business impact and return on investment.
- Proactively identify opportunities for improvements in process, services, systems, and technology.
- Support and maintain the Foundation’s strategic systems interfaces as part of the business systems team, including provision of ad hoc reports as requested and participating in user groups.
- Assist with the administration, configuration, and migration/population of information into the Foundation’s strategic business systems to support the business as required.
Qualifications and experience
- Significant experience working as first line application support role - in a busy IT environment.
- Experience of working in the not-for-profit financial sector desirable.
- A flexible approach is needed to meet some business needs as the business operates across several time zones and there may be a need to attend meetings outside of core working hours.
- Any experience of the following systems highly desirable – Salesforce, Adobe Experience Manager, Business Central.
- Experience of testing process and formulation of test plans highly desirable.
- Assisting with user acceptance testing and development of testing plans.
- Experience of testing automation tools.
- Experience of reporting tools – especially salesforce reporting and power BI highly desirable.
- Experience of creating and maintaining user documentation.
- Wide knowledge of the current technology landscape and trends for applications.