Darwin Analyst - 2nd Line Support

Cluj-Napoca, Romania | Job Posted 12/12/2017

The Darwin Analyst - 2nd Line Support will work across all our clients - supporting Thomsons staff with the day to day use of our SaaS product. The Darwin Support Analyst will become a Darwin expert, providing technical support to all our support teams. You will resolve complex technical queries within SLA and to a high level of quality.

You will work closely with our Solution’s Delivery, Client Team and Product Support to triage technical requests and support on upskilling Thomsons People in their knowledge of Darwin. A Darwin Support Analyst will be a key part of the incident management process, analyzing Darwin errors and best practice to increase efficiency. 

 

 

The Darwin Analyst - 2nd Line Support will work across all our clients - supporting Thomsons staff with the day to day use of our SaaS product. The Darwin Support Analyst will become a Darwin expert, providing technical support to all our support teams. You will resolve complex technical queries within SLA and to a high level of quality.

You will work closely with our Solution’s Delivery, Client Team and Product Support to triage technical requests and support on upskilling Thomsons People in their knowledge of Darwin. A Darwin Support Analyst will be a key part of the incident management process, analyzing Darwin errors and best practice to increase efficiency. 

 

What you will be Doing:

 Problem Solving/Troubleshooting:

  • Have the credibility and confidence to challenge decisions where necessary in order to achieve results and 1st line satisfaction, whilst taking the 1st line interests into consideration. Lead on presenting decisions and changes to clients. 
  • Own 2nd Line incident management:
    • Issue resolution and root cause analysis, ability to own software analysis and resolution with clients and assess wider impact to employees & clients.
    • Analysing Darwin incidents; you will own query resolution and escalation process to the product support team for the client team.
    • Coordinate UAT testing as part of monthly product releases
  • Analyse escalations from 1st line support to reduce queries and recommend Darwin efficiencies. Show trend analysis to illustrate improvement with data.

Service Delivery:

  • Become a Darwin expert; stay current with road map releases, bugs and future of the product:
    • Review Darwin release notes, coordinate updates to client sites via 1st line support team where required.
    • Attend post interaction meetings where required, feedback on bugs or issues that have occurred post release so these can be raised in regular meeting.
    • Understand Darwin Config Debt where manual processes have had to be put in place due to Darwin limitations, track product improvements and reduce configuration debt.
  • Evidence Darwin improvements internally & externally; promote and evidence knowledge sharing across the team.
  • Log & Classify Service Requests, Fixes & Change Requests according to agreed OLA’s.
  • Triage issue resolution . Change Request to Solution Delivery team or product gaps to Product Support team. 
  • Understand configuration best practice and deliver client resolution for non-standard bespoke client requirements.
  • Ability to complete configuration fixes, scope requirements and validate accuracy of system changes. 
  • Update client documentation when completing Type 1 & 2 configuration changes. 
  • Work with Product Support to diagnose software bugs and maintain a log and communication to the business.
  • Ability to prioritize escalations and flag where escalation to product support may be required.
  • Responsible for communicating complex product updates that require more in depth demo’s than the release notes (. incremental reporting, AE)

 

We are looking for a PINK Person who is:

Our Darwin Analysts are passionate about delivering a high quality service. We want people with the confidence to guide and influence both internal and external stakeholders in order to coordinate Darwin efficiency and support our clients in the use of our market leading software. We take pride in our work, always striving for right first time delivery. 

  • Excellent verbal and written communication skills in English
  • Advanced Microsoft Word, Microsoft Excel skills and Microsoft PowerPoint
  • Previous experience supporting technical applications / technical support
  • A technical aptitude - to quickly learn and understand new technologies
  • An eye for detail – good logical and numerical reasoning
  • High attention to details, good troubleshooting and problem solving skills
  • Fast learner with the ability to pick up new tasks quickly
  • Highly adaptable - Due to the turbulent nature of priorities in supporting customers, this role requires high adaptability to changing demands, deadlines and priorities.

 

What we offer: 

  • A yearly budget and the opportunity to build your own flexible benefits package
  • Work as part of a geographically distributed team, with colleagues in UK and Singapore
  • Fast-paced, agile work environment and the opportunity to work with our impressive clients