Unijobs
on behalf of our public sector client have a requirement for a
Technical Support Analyst.
This position is working off a
hybrid basis
with the requirement to attend meetings in the office when required.
The successful candidate will be employed as an
agency employee
working
35 hours per week
.
This position is also a temporary contract, initially for
6 months
with the possibility of extension thereafter. The salary on offer for this position is
€56,757 (€31.08 per hour)
.
You will also accrue
30 days annual leave
per annum and be paid
bank holidays
.
Overview:
This role is to provide technical support and coordination for the departments CRM or ITMS system and end user self-service portal, ensuring efficient operation and issue resolution.
The role involves managing service and access requests, troubleshooting, liaising with a third-party vendor and Help Desk, coordinating user acceptance testing (UAT) and supporting system documentation and stakeholder engagement.
Principle Duties & Responsibilities:
* Provide day-to-day technical support for the CRM / ITSM system and end user self-service portal environments.
* Manage and escalate incidents and service requests with a third-party vendor.
* Investigate and troubleshoot system issues, providing resolution or coordinating fixes with the vendor.
* Coordinate and manage access requests in line with access control policies.
* Lead and participate in UAT for system changes and enhancements; devise test scripts and document outcomes as needed.
* Participate in system updates and new implementations.
* Communicate with internal stakeholders regarding system updates, known issues and testing activities.
* Ensure data integrity and quality within the CRM system.
* Respond to common system and user support queries, providing clear and timely guidance.
* Develop and maintain user support materials, including Knowledge Base Articles (KBAs) and internal documentation.
* Attend and contribute to meetings with internal teams and external vendors related to CRM/portal performance and improvements.
* Support continuous improvement of the CRM and portal experience for end users.
* Provide support for other tasks as deemed appropriate by the management team.
Post Specific Requirements:
Must have:
* Third level qualification in Computer Science, Information Systems or Data Analytics.
* A minimum of 3 or more years, supporting CRM / ITSM or similar platforms from a technical perspective.
* Excellent problem-solving and analytical skills.
* Experience in a strong customer focus orientated environment.
* Experience in the analysis of data, identifying trends and root causes.
* Team player with a focus on continuous improvement.
* Ability to work collaboratively across technical and non-technical teams.
* Ability to manage multiple projects and priorities.
Additional requirements specific to the post:
* Need to have full Driving Licence with own transport to fulfil the requirements of the role as this post will involve travel.
* Preferred experience working in Customer Support or Service Desk environments.
* Flexibility in working hours to meet the needs of the service.
*This position may be subject to Garda Vetting and Foreign Police Clearance, if applicable you will be required to obtain these prior to commencing in this role*
Unijobs is an equal opportunities employer