Support Consultant
Job Description
Emerald Consulting is looking for a Support Consultant that can coordinate the team responsible for
operating Application Support. Ensure that the companies business application systems, are developed,
maintained and supported in order to achieve the efficient and effective delivery of services and
information. To assist in the development and delivery of the Application Support aspects of the
companies Service Plan.
To ensure proficiency is provided in high quality operational, technical application and systems support
to Thomson Reuters customers and internal business functions. Owner of the Problem Management
process, ensuring PM goals are achieved. Minimising the adverse impact of Incidents and Problems on
the business and preventing reoccurrence of Incidents.
Ideally a Support Consultant would primarily work in an office environment, but as this job can be
performed remotely, our client will be flexible on work-at-home hours.
Responsibilities
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First point of contact for all clients.
Ensure that the business application systems supported by the company are maintained to the
highest possible standard with maximum levels of attainable productivity and efficiency.
Ensure that Support responses, resolution and escalation are meeting the Service level
agreements of clients.
Manage application configuration and upgrades, and problem analysis and resolution for
complex application problems, in conjunction with the users and external application or service
suppliers where necessary.
Define, develop and provide an application problem analysis and resolution service for complex
application problems in conjunction with the users and application suppliers.
Improve application functionality and performance and provide suggestions for system and
business improvements.
Analyse user processes and produce data and process flow diagrams as well as reports and
recommendations for improvements.
The post holder may be required to respond to out-of-hours application support requests (for
which an additional allowance will be made).
Develop procedures and documentation for application support.
Develop and maintain interfaces, exports and imports, and ensure their smooth running where
required.
System configuration, scripting and new user administration as required.
Analyse data from systems and produce technical and business reports for consumption by
departmental managers.
Proactively manage data quality in some systems.
Directly provide user training and training materials and arrange third party training.
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Analyse user processes and produce data and process flow diagrams as well as reports and
recommendations for improvements. Work with departments to design and implement more
effective business processes.
Manage interfaces, defined operational system processes and data extracts.
Design and maintain interfaces, exports and imports, and ensure their smooth running where
required.
Line coordination and support the application support team.
Undertake any other duties of a similar level and responsibility as may be required from time to
time.
Trust and honesty in the handling of cash or finances (including financial information).
Skill Matrix
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Strong communication skills.
Self-motivated.
Maintains strong attention to detail in high-pressure situations.
Solid understanding of business practices with fundamental understanding of project
management methodology.
Requires excellent computer skills.
Team player.
Experience
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Degree or equivalent experience, plus appropriate professional qualification would be beneficial.
At least 3 years’ experience in a Support function role.
The candidate should have a strong accounting background and have experience in project
work.
A sound understanding of applications and data security.
Experience in all aspects of providing applications support to users in a customer focused
environment.
Experience of implementing and upgrading major business applications.
Experience of analysing user needs and requirements, mapping process and documenting the
results.
Experience of supporting business application systems and an understanding of their
architecture.
Includes financial factors in their analysis and decision-making.
Identifies opportunities to make the organisation more efficient.
Shows an awareness of best practice.
Sets clear direction for others, e.g. staff, project team members, customers, volunteers,
contractors etc.
Develops and maintains productive relationships with internal and external customers.
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Explores the customer’s situation with them to develop a fuller understanding of the underlying
need.
Takes action to exceed customer expectations.
Advocates customer satisfaction as a key value for themselves.
Deals effectively with dissatisfied customers.
Generates new ideas and creative solutions.
SQL knowledge will be beneficial.
System documentation a plus.
Products: Knowledge of the following an advantage: Elite 3E or Elite Enterprise, Financial
Management systems, Interwoven (basic knowledge), Crystal Decisions Report Designer, MS
.NET, VB Script/JAVA script, IIS6/7.5
International clients and requirement to speak French, German, Spanish.