Role Purpose:

We place a premium on meeting our customers' high expectations of our products. Through contracted support services our support team plays a key role in post implementation processes, as well as in the longer-term customer experience.

The purpose of this role is to help deliver contracted Business-As-Usual support services typically adhering to ITIL v3 framework of Service Transition, Service Operations and Continuous Service Improvement.  A Business Support Analyst is someone who has a number of years of experience in IT services who provides an exemplary support service to Sequel’s highly valued clients putting the clients’ needs at the forefront of everything Sequel does.

Main Responsibilities:

• Have a detailed understanding (including the rationale and benefits) of & be proficient in executing and adhering to department processes
• Working within a team environment, persons fulfilling this role will be responsible for investigating and resolving application and system issues across multiple products
• Through IT Service Management tooling to collect information relating to client requirements pertaining to incidents and service requests
• Escalating/engaging with Technical Support, development and service delivery management teams as required
• Have a strong knowledge of the business processes and associated products which Sequel sells to help clients deliver their business processes
• Developing an understanding of customers’ business and operational environment
• Enhancing product knowledge and help centre articles to support both business and technical understanding
• Prioritising issues according to business impact and workload, and escalating within the Business Support team as needed
• Manage time optimally to ensure contract service level agreements and client expectations are managed and met
• Attend regular client meetings and engage with key stakeholders in projects and client support teams
• Be capable of providing basic levels of training as needed internally and externally
• Visit client offices, and work remotely alongside clients as needed according to demands and any upgrades/periods of increased risk
• Participate in Service transition, ensuring readiness for projects moving to BAU
• Ensure that any risks are raised with senior management or via standard process
• Ensure that clients’ data is secure and properly managed