A Support Analyst is required to focus on the Java ESB based messaging systems delivered by the EAI (Enterprise Application Integration) team to provide business and technical support for the systems, ensuring that issues are properly recorded, tracked and resolved. Current applications are developed on a JBoss SOA-P platform and are being migrated to a JBoss OpenShift environment using Docker and Microservices.

The Data Support Team manages technical and business problems arising from deliverables of the Data Transformation Programme. This covers a variety of internally developed and third party provided systems to store and distribute strategic business data.

• Provide first / second line support for all issues relating to EAI and other Java-based systems within the scope of the Data Support team
• Ensure all incidents are recorded according to standard procedures.
• Analyse issues as they occur, working with software and data suppliers,  business users and other IT departments to prioritise and progress resolution in appropriate timescales
• Work to resolve issues through knowledge and understanding of  the business processes, the applications involved and the support tools available. Such resolution may involve advice on system usage, configuration of application, creation of data fixes, analysis and documentation of changed requirements.
• Communicate with business and other IT teams the status of issues
• Work with development teams to create support documentation for new functionality and to identify system defects
• Monitor and record Service Level Agreements with consuming systems
• Provide Management Information which will help to recognise common issue types, resolution patterns and the cost of running the function
• Document processes and common exception types
• Help to ensure that common standards and procedures are applied across all Production Support teams
• Provide backup support for issues arising in other systems supported by the Data Support team.
• Provide out of hours support on a rota basis for supported systems.

Please note this not a development role.

Academic Qualifications

• Graduate calibre, although degree not essential

Experience and Background

• Must have worked as a Support Analyst and have an excellent understanding of how messaging systems work.
• Demonstrated ability to engage in multiple initiatives simultaneously
• Must be able to demonstrate a collaborative approach with other teams to establish appropriate approach to projects
• Familiarity with Service Management tools such as ServiceNow and monitoring tools such as SCOM.

Competence and Characteristics

• Communication: Must be able to demonstrate excellent verbal and written communication skills and the ability to interact professionally with a diverse group of business and IT staff.
• Attention to Detail: Must be able to demonstrate the ability to record accurately all steps involved in issue investigation and resolution.
• Highly analytical with logical approach to problem solving

Specialist Knowledge & Skills

Essential

• Strong SQL (ideally Oracle)
• Strong understanding of JMS and how it is used/supported in production environments
• Familiarity with Java (from a support perspective, e.g. memory, concurrency related issues)
• Experience in supporting ESB or other integration framework
• XML and related technologies (XSD, Xpath)
• Understanding of webservices and how to support them

Nice to have

• Experience with JBoss ESB / OpenShift
• Experience with Solace
• Experience with Jenkins
• Experience with PostgresQL

Key Interactions

• Business stakeholders and internal clients who are users of messaging applications within the scope of the EAI team
• Other project and  programme resources - project managers, business analysts, data analysts and QA analysts
• Other Production Support Teams

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, at least 22 days’ (with potential to rise to 25 days) holiday, performance related bonuses, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.