Job Description

: The IT Analyst will work within a team of Application Support Analysts on a day to day basis covering the whole spectrum of supported Applications and Systems in use at Fisher Clinical Services. The IT Analyst has a good knowledge of business systems and applications and will participate in delivering an outstanding customer focused service. This includes the daily organization, prioritization and resolution of requests ensuring applications and systems supported by the function perform and are available to the user community within agreed SLA\'s and KPI\'s. The IT Analyst provides expertise in areas of application/software fixes, tuning, performance monitoring, troubleshooting, deployments, support, and documentation of standards and procedures for the administration and maintenance of all supported environments. Respond to and resolve incidents/faults logged against applications/systems supported by the Application Support team to agreed SLA\'s and KPI\'s. Monitor service requests for supported business applications/systems, ensuring full compliance to agreed SLA\'s, security policies and procedures. Assist with root cause analysis for major/critical incidents. Ensure any quality management processes to the team\'s activities are followed, e.g. ensuring all support methods, procedures and tools are robust, fully tested, of high quality and fit for purpose. Recommend and assist with developing improvements around support processes, tools, standards and the overall performance and level of support provided by the Applications Support team. Provide assistance to the Applications Development team with testing and deployment of application/software changes/releases through the formal change management processes. Participate in the process of integrating and releasing new application/software functionality into \'business-as-usual\' environment, ensuring all service acceptance and operational deliverables have been successfully developed and agreed prior to handover. Develop and maintain standard support procedures and other documentation as required to ensure the support, availability and continuity of IT services to agreed SLA\'s and KPI\'s. Proactively monitor applications/systems to capture potential issues (e.g. alerts, performance) before they occur, in accordance with monitoring/maintenance procedures. Participate in service operational reviews, ensuring SLA, KPI and other data/information is provided to assist with such reviews. Identify improvements to the services provided. Participate in a planned program of professional development in order to maintain growth in professional skills and knowledge. Apply Good Manufacturing Principles in all areas of responsibility. Conduct all activities in a safe and efficient manner. Demonstrate and promote the company vision. Perform miscellaneous job-related duties as assigned. Participate in the support on call rotation

Monster