System Support Analyst

We are actively seeking a System Support Analyst for our Customer Support Team. The key focus includes ensuring prompt issue resolution and enhancing the overall customer support experience. Additionally, the System Support Analyst will be refining processes and fostering seamless communication with the client.

The Team

Our people are a team of energetic individuals who thrive on challenges and enjoy bringing out the best in one another. With this in mind, we seek to continually provide our team members with the opportunities to enhance their knowledge and skills through exposure to companies and IT challenges that span different industries.

What Does The Role Entail

Forming part of a team of specialised individuals within the Customer Support, the System Support Analyst supports and works alongside senior members in identifying and meeting the client’s IT and communication technology requirements. S/he is responsible to bridge the gap between the customer’s business process management (BPM) needs; and to provide consistent assistance on the development, testing and life cycle of the BPM and Workflow software developed to fulfil this need.

What’s In It For You

• An environment which promotes innovative solutions, open communication, continuous learning, and employees’ personal development.
• An energetic team of IT experts who are always ready to help and support you.
• The opportunity to train and remain fully conversant with industry developments including Microsoft technologies.
• An environment that fosters growth, development and encourages continuous exchange of ideas.

What You’ll Do

• Provide support to client as required by the respective support agreements.
• Participate in the day-to-day Team operations.
• Ensure escalation of issues as well as appropriate closure according to ICT processes, to ensure client satisfaction for case resolution.
• Maintain appropriate documentation of the clients’ solutions including any changes implemented in later stages.
• Develop a strong client relationship, ensuring repeat business and maximizing on this relationship to develop sales leads.
• Configure, maintain, and upgrade the delivered solutions under the guidance of senior members.
• Implement and maintain the solutions using the recommended productivity tools.
• Assess and interpret client business and functional requirements to build, translate, organise, and document these design requirements for solutions that cater for these needs, under the guidance of senior team members.
• Assist in the validation of the implemented solutions, checking for the adherence to the required usability standards in line with client expectations by compiling and executing test cases and scenarios.
• Assist in the execution of User Acceptance activities with client, and prepare reports, communicating outcomes of such activities.
• Prepare, under guidance of senior members training material and deliver systems and solutions training to end users.
• Assist in the data extraction process, manipulation, and presentations of this data into the available platforms.
• Participate in and support commercial activities and bids led by the commercial team.
• Remain fully conversant with industry developments in the field of Business Analysis and share appropriate knowledge with other team members.
• Undertake training and obtain certifications from respective suppliers/vendors as required.

What You’ll Need

• To share our core values – can do attitude, a desire for continuous learning, and a drive to see yourself and the team succeed.
• To hold a Bachelor’s degree in computing or IT related subject.
• To preferably hold related IT industry certifications.
• To ideally have previous experience working on SQL as well as some experience supporting/operating and delivering customers’ solutions.
• To be passionate about technology with ideally 1 to 2 years of IT related experience.
• To have a good understanding of how to design and develop business processes and data models, as well as able to use, configure and support business process automation platforms and database systems.
• To be client-focused and outgoing, enjoying the frequent interfacing with customers as a way to collaborate during the iterative solution development process.
• To be willing to build and hold strong relationships with clients, constantly looking for areas in business that need optimization, and monitor efficiency of implemented solutions.
• To be a strong communicator with the ability to listen well, translate and to express yourself clearly and concisely in speaking and writing.
• To be detailed oriented whilst possessing exceptional analytical and problem solving and presentation skills, as well as having strong time management and collaborative skills.
• An eagerness to provide knowledge transfer and training in order to ensure customers can effectively implement Business Process Management (BPM) solutions.
• To consider yourself to be an open-minded and a self-motivated person, who is very capable of working on own initiative but also enjoys working as part of a team.

Benefits you'll enjoy

• Study Leave
• Career Growth & Personal Development Support
• Health Insurance
• Mobile Subscription
• Hybrid Work
• Regular Get-together & Social Activities
• Parking Benefit by Rotation
• Relocation Package including Relocation Assistance.

Please note that an important requirement of this technical role is the attainment of a Personnel Security Clearance certificate applied for in Malta. An application for this certificate can only be processed by the relevant authority if the applicant is from either an EU Member State or has been residing in the Maltese islands for the past five years. Unless this requirement can be fulfilled, we will not be able to proceed with your application.