Application Support Analyst

Clanwilliam is a leading provider of pharmacy and practice management software. Our technology and services are trusted by tens of thousands of users every day in practice management, pharmacy and other clinical settings all over Ireland and the UK.

Dictate IT is a Clanwilliam brand. We are a dynamic, innovative supplier of clinically safe and cost effective document production solutions across the NHS, with a vastly expanding client portfolio. Adapting to the ever-changing needs of the industry, Dictate IT are market leaders in the production of high quality clinical correspondence, and are continuing the successful transition from a service provider to developers of cutting edge speech recognition and clinical decision support making technologies.

As Dictate IT is continuing to grow its portfolio of leading service and software solutions, the company is looking for a technically focussed individual with good communication skills, who can bridge the gap between the 1st line customer support team and the software development team in resolving the more complex support cases for Dictate IT’s bespoke applications. The role will also have responsibility for implementing and supporting applications deployed in a customer’s own environment.

Annual salary range £30,000 - £33,000

Position:

Responsibilities

• Investigate and resolve cases escalated from the Helpdesk in relation to Dictate IT’s bespoke developed applications, tracing user journeys by analysing input and output data, and attempt to reproduce issues in test systems

• Proactively monitor and address any issues highlighted by internal application health monitoring systems

• Clearly communicate resolutions in non-technical language to the Dictate IT Customer helpdesk or direct to the external customer as required

• Liaise with the Software Development Team and Project teams on issues that require escalation and log development cases as required

• Handover of systems support knowledge to Support Team as required periodically

• Support the implementation of a variety of applications alongside internal teams, including the functional testing of new implementations, communicating/coordinating new releases with customers and supporting the resolution of any implementation issues

• Create and maintain implementation documentation to include application configuration, release notes and user guides, as required

Occasional Duties:

• To carry out any other reasonable duties and responsibilities as assigned or as dictated by unexpected Business levels

Career development opportunities for a successful individual in this role include developing technical skills in supporting application integrations on customer projects, taking on the technical or business requirements role working with the Software Development team in specifying requirements for new releases, or even moving into an infrastructure support role such as managing Dictate IT’s AWS cloud hosted environment.

Requirements:

Essential skills



• Experience in troubleshooting and incident resolution in a first or second line role in a customer facing role

• Knowledge of web based and desktop application infrastructure particularly in the Microsoft technology stack

• An understanding of SQL as some support cases require the ability to query databases

• A basic understanding of RESTful and SOAP APIs would be an advantage

• A technical background with XML based messaging systems would be an advantage

• Be able to demonstrate logical thinking and problem solving techniques

• Communications skills, both written and oral are required, particularly as the candidate is expected to interact with IT professionals, healthcare administrators, clinicians, and on the Help Desk (telephone manner, incident logging etc.)

• Experience of testing software