Job ID 248753
Finning (UK) Ltd
Number of Openings:
As a Platform Support Analyst, you will be part of a global support team responsible for supporting and maintaining the CUBIQ suite of applications, performance metrics and related KPIs. The CUBIQ applications offer technical solutions to external companies to monitor and analyse their data in construction, energy and mining industries, including the UK HS2 project.
You will be participating as an active member of the team, ensuring efficiency and customer satisfaction. The Platform Support Analyst provides global support by following the existing support process governance model for the CUBIQ platform as well as providing input into the process.
This team member will work very closely with the Platform Operations Team (L3). This includes establishing and confirming current prioritization of issues, advanced triage, and troubleshooting, monitoring system performance, and providing expertise on integration and knowledge management related matters. You will work within a global team of internal resources plus outsourced/offshore staff to provide required levels of support to deliver against the SLA's in each domain area. You will be expected to lead by example, prioritize work, build/maintain reports/dashboards, and handle escalations. You will work together with your peers and colleagues to create an inspiring and innovative engineering culture that thrives from innovation, speed, and customer delivery.The Platform Support Analyst and team will drive common operations best practices across all layers that impact Finning Digital Services SLAs (CUBIQ applications and services, Data, Infrastructure, etc.).
Provide regional and global support for the CUBIQ Platform while working within a global support team
Perform Incident Management of new and existing incidents within SLA's
Triage, troubleshoot and analyse incidents to resolution and escalate as required
Investigate, trace, and analyse data from data pipelines, databases, and tables
Monitoring the CUBIQ platform and data services for potential issues
Undertake Business As Usual (BAU) maintenance and administration requests (data extracts, asset overrides, onboarding/offboarding requests etc.)
Work closely with Tier 1 Customer Support team and Tier 3 Platform Operations Team to reduce incidents and improve the Customers Experience of CUBIQ
Identify areas for improvements to processes to decrease resolution times (MTTR, Mean Time To Resolve MTTR)
Aim to resolve incidents first time without incidents being reopened or escalated where possible
Decreasing repetitive incidents through Problem Records
Look for opportunities to bring resolution of issue to earlier support team tiers (Shift Left approach)
Create and enhance Knowledge Base documents for resolution of incidents at Tier 1 support level (Shift Left approach)
Ensuring effective and timely communication to customers about issues
Create and update documentation on processes and workarounds
Review new features and enhancements, provide feedback, and assist with testing strategy
Collaborate with Tier 2 colleagues as a team to innovate and manage workloadCompetencies:
Customer Focus: Being successful means continuously paying attention to customer needs and adapting as these evolve. This heightens the importance of building strong customer relationships and delivering customer centric solutions.
Cultivates Innovation: Paying attention to what customers want and need – new and improved products, services, solutions, and experiences. Taking initiative and collaborating with people who have diverse points of view. Embrace the mindset you and Finning are never done, never satisfied, never standing still.
Drives Results: Infusing the team and organizations with a sense of urgency. Creating a culture where organizational performance is always top of mind. Communicating a vision, setting priorities, developing, and executing plans that achieve the desired outcome for Finning.
Courage: Being comfortable with the conflict that is inherent to being a champion of an idea or course of action. Meeting tough situations head-on to constructively resolve them. Saying what needs to be said at the right time, to the right person, in the right manner to effect changeQualifications and Experience:
Degree/High Level Qualification in Computer Science /IT related discipline or equivalent industry experience
5+ years working in a global service support operations organisation with 24/7 coverage accountability – preferably in in a global environment
3+ years hands-on experience with SQL (preferred MS-SQL)
3+ years hands-on experience programming automation tasks to improve operational effectiveness (preferred PowerShell, Python)
3+ years hands-on experience in technical operations of custom developed cloud services (Azure Monitor and Azure Log Analytics preferred) with external and internal SLAs
Hands-on experience building operations reports (PowerBI, Azure Dashboards, Excel preferred)
Strong communication and collaboration skills to partner effectively with teams throughout the organisation.
Familiar with DevOps and SRE practices (e.g. SLOs)
Experience in quality assurance of software and testing practises
Excellent knowledge of MS Office (Outlook, Excel, Word, and PowerPoint) and desirable MS Teams and SharePoint
Desirable – work experience in environments with Data Telemetry collection from remote points and automatic/batch processing for equipment monitoring
Desirable – experience working as a member of a global multi-region and/or multi-language support team
Desirable – proficient knowledge of ServiceNow or similar ITSM tools
Desirable – ITIL Foundation Certification
Desirable – Agile working practicesWe are committed to diversity at Finning, to building and sustaining a diverse and inclusive workforce and as an equal opportunity employer we encourage applications from all qualified individuals. Finning does not discriminate against applicants based on genders, races, national and ethnic origins, religions, ages, sexual orientation, marital and family status, and/or mental or physical disabilities