Technical Analyst

Service Area:
Business Services
Location:
Manchester
Salary Details:
Competitive
About The Role

Basic Purpose of the role and its primary objectives:

The Technical Analyst will be responsible for the initial review and allocation of IT requests that are received across the business. They will be required to collaborate with the wider IT department including, Development, MI, Test Teams to identify the requirements. The Technical Analyst will then act as an interface between both the IT Department and the Business to understand and support successful business solutions.

Main Responsibilities:

  • Responsible for all Technical analysis for systems; including business impact analysis, writing support documentation and implementation support.
  • Support and review defect tickets in accordance with the defect lift cycle.
  • Support the Problem Management process by identifying repeat incidents, raising and investigating new problems and known errors, working with other IT teams when needed.
  • Support the Service Introduction process by attending meetings and workshops, documenting work instructions and training other team members in the use and support of new services as directed.
  • Work closely with Development, Business Analysts, MI and Test teams to ensure that the change is managed and documented fully and effectively.
  • Collaboratively engage and communicate effectively, with all levels of stakeholders and potentially clients to elicit and investigate the issue/change and clearly explain technical solutions.
  • Collaboratively work with internal and external colleagues and ensure delivery of desired outcomes.
  • Investigate and analyse complex technical system and operational processes and produce as-is and to-be process maps for stakeholder and technical use.
  • Work with the training department, business leads and end-users in the implementation and embedding of process change.

Desired Skills/Experience:

  • The ability to communicate with colleagues and stakeholders to get the best results.
  • Customer Relationship Management systems (CRM) are desirable.
  • The ability to analyse incoming requests and understand/suggest relevant solutions.
  • The ability to prioritise and allocate work on a daily basis or escalate where required.  
  • This role would utilise Second/Third line Servicedesk experience.

Competencies are graded as follows:

Basic/Intermediate/Advanced

  • Word – Intermediate
  • Outlook – Intermediate
  • Excel – Intermediate
  • Visio – Intermediate
  • Legal Knowledge – Basic
  • O365 – Basic
  • Exchange – Basic
  • ITIL – Intermediate
  • CMS/Workflow - Intermediate