Application Support Analyst

  • Sheikh Zayed Rd - Trade CentreTrade Centre 2 - Dubai - United Arab Emirates
  • Full-time

Company Description

We organise over 500 large-scale branded and transaction-oriented events in 14 specialist markets. These are typically not-to-be-missed annual events where buyers and sellers build relationships, see and show products and do business.

We also provide year-round online platforms where companies showcase their businesses and products and buyers conduct research, generating valuable leads, and we provide data and digital content that supports the flow of knowledge and transactions in markets.

Job Description

The Application Support Analyst provides Level 2 application support for Informa Markets’ enterprise applications, including marketing automation, web analytics, data management and content management systems. The Analyst manages application Incidents and Major Incidents throughout their lifecycle, and completes configuration and user admin tasks.

Job Summary/Responsibilities

·       Level 2 technical support for Informa Markets’ enterprise applications

·       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

Qualities needed for culture fit

·       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

·       Are skilled in conflict management

Qualifications

Skills required

·       Previous experience of providing Level 2 technical support for enterprise applications including marketing automation and web analytics products

·      Previous experience of working within an ITIL best practice framework

·       Demonstrable experience of troubleshooting, investigating, and resolving Incidents

·       Experience authoring SQL statements and using them to investigate data quality issues

·       Able to prioritize and manage a diverse and demanding workload

·       Excellent communication and interpersonal skills; ability to engage effectively with non-technical colleagues as well as technical specialists

·       Using an enterprise level IT Service Management toolset to manage Incidents and Service Requests

Desired

·       Experience providing level 2 technical support for the following applications:

·       Oracle Eloqua

·       Adobe Target

·       Mulesoft Anypoint Platform

·       PostgreSQL

·       Snowflake Data Warehouse

·       Adobe Analytics and Launch

·       Adobe Experience Manager

·       Sureshot Connect and Activate

·       Jira and Confluence

·       Amazon Redshift

·       Good working knowledge of database architecture and relational data models

·       Experience troubleshooting API’s using Postman or similar tools

·       Experience troubleshooting web analytics using debugging tools and web browser development console views

·       Using ServiceNow to manage Incidents, Requests and Changes, and to run reports

·       ITIL Foundation Certificate

·       AEM Business Practitioner certification

·       Adobe Analytics Business Practitioner certification

Additional Information

We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed.  As such, Informa is proud to be an Equal Opportunity Employer.  We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law. 

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