Juniora utvecklare - 2nd line support

The professional will work as a member of existing support team to provide application support. The focus of the team is to ensure the systems operate reliably to meets business requirements, to provide high levels of support and analysis to business users and to coordinate implementation of bug fixes. The high-level responsibilities are: . Prioritise Service Requests and Incidents in line with business impact and SLA. Maintain incident details in Incident Management tool (Remedy) and manage them through to resolution in line with the incident management process. . Follow Incident Management guidelines. . Review and management of system documentation to maintain current and accurate information. . Participate in Release Management process and to identify bugs within current and new functionality. To assist in the testing, release and delivery of bug fixes and enhancements. . Communicate effectively with other teams, business users and 3rd parties. . To provide front line support and manage resolution of support service issues, overnight batch issues, queries raised required enhancements etc. This will involve extensive liaison with business users, other support teams, development teams and third parties suppliers. . Provide back-up support cover for other team members as and when required. . Participate in User Forums, covering support and project work as and when required. . Be proactive in improving user support, systems availability and procedures. . The support analyst will be expected to understand, at a high level, all aspects of the operational systems and their interfaces, with detailed business knowledge of those areas where it may be required. Technical SKILLS/EXPERIENCE . Minimum 2 to 3 years experience in application support . Programming skills in Java/J2EE, Weblogic, Unix & PLSQL . Database exposure including PL/SQL programming skills, preferably Oracle or Sybase or MS SQL on Unix and Windows environment . Should have application development lifecycle experience. . Tools such as MS Office Suite, Visio, Remedy . Knowledge of ITIL standards & ITIL Foundation Certification is preferred. Skills and Behaviours . Should have high standard of verbal and written communications skills . Strong analytical skills . Customer service focused, e.g. attentive to end-user needs, work with due urgency, attention to detail. . Ability to perform root cause analysis, performance monitoring and application related issues . Develop and implement process improvement initiatives and assist in achieving Service Management objectives