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Application Support Specialist

Date: 13-Oct-2021

Location: London, GB, W1U 8AN

Company: Knight Frank

Reference No 14461 
Job Title Application Support Specialist 
Type Permanent 
Salary Range Competitive
Division Business Services 
Sub Division London Sales; Business Services 
Department IT Projects (10000242) 
Location 55 Baker Street 

 

This is an opportunity to join the Group IT department based in our London Head office. Working within our wider Application Support Team this position will provide support across the application portfolio with particular focus on reporting.

 

Responsibilities

 

Your responsibilities will include general second line support for Knight Frank’s approved line of business applications. In addition you will be the primary contact for ad hoc customer reporting requirements, typically using SQL scripting to query a range of data sources.

 

General Application responsibilities

 

  • Provide second line support for escalated incidents affecting Knight Frank’s approved applications. This will cover both functionality and technical issues, including but not restricted to:

 

    • hub
    • People Database
    • Argus Valuation Capitalisation, Enterprise and Developer (cover)
    • Commercial Work in Progress. (cover)
    • ServiceNow (cover)
    • Docusign (cover)

 

  • Use of Support Works (our IT support ticketing system) to log, accept, monitor and resolve allocated support calls in the Application Support and DevOps queue within SLAs.
  • Writing SQL scripts to carry out ad hoc reporting queries and approved updates to SQL databases as necessary, (hub and People Database)
  • Daily checks - supporting the Database Developer and DevOps teams across a range of in-house developled and third party services including, but not limited to, AD User Feed WebJob, Datahug Extract, Datahug WebJob, Datahug Downgrade Webjob, Claims Recalculation Webjob, Elasticsearch Backup, Database Backups and Training Refresh
  • Writing processes and enhance specific support documentation
  • Carry out approved small changes in configuration within applications.
  • Identifying general application performance issues and working with other support teams to ensure the application products perform well in production.
  • Any other tasks as required, including system testing, system administration, ad-hoc Excel  and reporting tasks
  • Supporting “left-shift” of relevant knowledge to the Service Desk to help improve first-contact first-time fix rates

 

Professional experience and personal skills profile

 

  • General software applications and technical support
  • Demonstrate excellent stakeholder management
  • A strong written and verbal communicator
  • Great at proactively identifying and solving problems
  • You will be patient and a clear communicator with excellent attention to detail and deadlines
  • Proven ability to communicate technical concepts to nontechnical people to enhance understanding and drive to decisions that lead to positive outcomes
  • Able to speak with confidence and advise staff at all levels
  • Able to build credibility and rapport with senior staff 
  • Approach situations and problems positively, flexibly, and proactively
  • Highly organised and great attention to the detail
  • Be Microsoft proficient, Excel, Word, Outlook, PowerPoint and PowerBi

 

Career/ Technical Experience

 

  • 2 years+ in a product, application or technical support role
  • Experience working within a large organisation (1000+ headcount)
  • Experience of working within the professional services sector (property/law/accountancy/consultancy) is an advantage
  • Experience of running and writing SQL queries / scripts would be beneficial.
  • Aptitude to quickly become fully competent in all relevant systems.

 

Support will be provided to improve skills and knowledge to ensure the role holder can successfully operate as the subject matter expert for Information Security.

 

 

 

 

 

 

 

 

 

To view other vacancies within the Knight Frank Group click here.