At Informa Global Support, we\'re about connecting businesses and professionals with knowledge. From cutting-edge research to specialist digital demand, our reach is extensive. We\'re the power behind a range of fantastic brands such as FAN EXPO, Omdia, World of Concrete and many more. Through cutting edge research we\'re here to champion specialists by helping people learn more, know more and do more.
As those businesses grow and develop, so will the opportunities for you to grow and develop within Informa Global Support. We\'re passionate about building for the future - and want your future to be with us. Because we know you\'re hungry to expand your skills by embracing new experiences. And all the while you\'ll be supported by a community of talented and like-minded colleagues, where openness is encouraged and a can-do attitude is the norm.
This is an exciting opportunity for an experienced Application Support Analyst to join a dynamic, forward-thinking FTSE 100 company, as part of a global team working with market leading cloud platforms and applications.
The role provides level 2 technical support for Informa Digital Web platforms (handling over 400 websites), Marketing Technology, and platforms and applications that use Amazon Web Services.
Main responsibilities include:
Incident Management:
full lifecycle management of Incidents and Major Incidents through to resolution
Triage, prioritisation, investigation, escalation and resolution
Ensuring all stakeholders are kept informed throughout
Ensuring resolution within agreed Service Levels
Service Request Management:
Allocation and fulfilment of configuration, user admin and other requests
Ensuring all stakeholders are kept informed throughout
Ensuring resolution within agreed Service Levels
Change Management:
Logging and management of Change Requests
Completion of Standard Change Requests
Implementation of Minor Change Requests
Knowledge Management:
Maintaining Knowledge Base
Creating and reviewing Knowledge Articles
Escalation Management:
Receiving email escalations for all Informa Markets applications and services
Managing escalations through to resolution
Qualifications
We are looking to engage with people who:
Have a logical and thorough approach to solving problems
Can communicate clearly and concisely in writing, with an appropriate level of detail, to technical and non-technical audiences
Exhibit emotional intelligence: emotional resilience, self-management, empathy, understanding the impact of words and actions on others
Have a proactive mindset: able to see what needs to be done, and take action
Have excellent time management skills (ability to prioritise and manage a diverse workload)
Have the ability to learn new technical concepts and information quickly
Have a security-first approach and awareness in all aspects of their work
Are able to adapt to changing requirements within a fast-paced, dynamic environment
Have the ability to manage and co-ordinate diverse groups to deliver common goals and targets
Skillset required:
Experience in a product focused technical support role
Experience working within an ITIL best practice framework (ITIL certification highly preferred)
Demonstrable experience of troubleshooting, investigating, and resolving Incidents
Strong SQL experience, including querying and investigating data
AWS experience or exposure is beneficial (AWS certification is highly preferred)
Experience working with APIs
Incident management and process understanding
Exposure to Continuous Integration and Deployment workflows, CI/CD pipelines
Excellent communication skills and experience managing stakeholders of varying seniority and technical ability
Education and learning in Computer/Information technologies or equivalent.
Desirable to have experience with monitoring and alerting systems, Site Reliability Engineering (SRE), Observability
Additional Information
Just as no two days are the same, at Informa Global Support we recognise that no two people are the same, putting diversity and inclusivity at the heart of what we do. This doesn\'t happen by chance. We actively work to create a shared culture. It\'s a place where individuals bring their own experience and insights to discover new opportunities and build a varied career. We want you to thrive as part of a fantastic community. We champion you.