Support Analyst

Key Role Details

* Create newcustomisations based on user requirements this would include the below:

* BPM's
* Customisations C# & GUI changes
* Updateable Dashboards

* Create & amend SSRS Reports
* Create new Dashboards & BAQ's
* Ability to analyse data using SQL
* Write SQL Queries, views and functions as needed (for things like external BAQ's)
* Create BAQ's
* Automate tasks where needed.
* Provide 1st & 2nd support to our internal users on our Epicor E10 system.
* On new calls try and find the root cause of the problem: user, procedure, customisation or bug and either resolve the issue yourself or place it with the specific IT resource.
* Manage internal help desk tickets as this is rolled out across our user base.
* Liaise with users on new projects to ascertain their requirements.
* Identify areas in the business where we need to focus on, from the support cases. Training, etc.
* Provide training to our users where needed on either an individual or group basis.
* Provide support/assistance to the group's upcoming, major projects: CRM, Production Scheduling and New site go-live.
* Triage general IT support tickets between either A&L Internal IT or our IT partners