Job Description
Responsibilities:
- To provide application support to Diligex customers via telephone, email and remote connection tools
- To prioritise and manage issues alongside the product team, updating them as required
- To arrange, install and configure Diligex products on customer site and internal equipment
- Manage a helpdesk shared mailbox and ensure all emails are replied to or forwarded to the relevant colleague within 30 minutes of being received
- Continually improve knowledge by liaising with other staff members to gain knowledge where the knowledge isn’t currently present
- Gather business requirements as necessary and apply detailed working knowledge of Diligex’s products and features to support the customer’s business processes
- Recommend implementation of features and functions where appropriate
- Report enhancement requests and issues on behalf of the customer
- Assist with identification of risks, and with development of mitigation or avoidance plans
- Carry out implementation activities in line with standard implementation processes that lead to go-live of products in customer production environments – such as but not limited to data migrations
- Provide post-go-live support
Skills:
- A degree / equivalent professional qualification in computer science / information technology, AML / CFT compliance, or related discipline is preferred
- Previous experience in carrying out a similar role
- Technical / working knowledge of Microsoft’s products such as Microsoft IIS and Microsoft SQL (T-SQL)
- A significant level of computer literacy included but not limited to Word, Excel, PowerPoint
- Able to prioritise and manage own workload
- Able to communicate efficiently both with internal staff and customers
- Understanding of business analysis and process workflow design skills
- Ability to communicate technical concepts to non-technical staff
- Ability to work independently and collaboratively towards customer deliverables
- Comfortable and willing to be a hands-on contributor
- Aptitude for data analysis and reporting
- Energy, drive and a passion for delivering true business value
