Implementation & Support Specialist

  • Basis:  Full-Time
  • Closing Date:  14 Oct, 2020
  • Job Ref:  KMP-55329

Job Description


  • 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


  • 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