M-Business Support Specialist

JOB ID: 3956
INTERNAL ROLE TITLE: M-Business Support Specialist
FUNCTION: Managed Services
REPORTS TO: Operations and Support Manager
DEPARTMENT: Enterprise Mobility Solutions – Managed Services

Role summary

 The responsibilities of the M-Business Support Specialist is to ensure that:

• Application and database support services are provided as specified in the relevant customers Service Agreements and that Service Level Agreements (SLAs) meet or exceed the agreed Service Levels (SL).
• To assist the Operations Manager in the delivery of “best practice” operational and project services to Managed Service Practice customers.
• An element of account management and develop a close relationship with the customer(s).

Essence of role

• Ensure that the appropriate systems and applications are installed, configured, monitored, managed and maintained in accordance with Company’s policy and industry ‘best practice’.
• Assist in the resolution of issues (incidents / problems) ensuring SLA’s / OLA’s are met.
• Know, and adhere to, all relevant customers’ entitlements to support
• Interaction with the ticketing / call logging system and the maintenance of operating plans and schedules.
• Communicates effectively to the necessary parties (internal and external) when required in good time, keeping them up to date on issues impacting service.
• Ensuring that Managed Services processes are followed, whilst at the same time working to develop new and improved common methodologies and processes across the group
• Close liaison with peer groups, Team Leader and with Senior Management to ensure alignment of team activities with company goals
• Ensure the escalation process is followed on all high priority calls.
• Keep up to date with relevant product offerings and support policies in order to provide technically accurate solutions to issues.
• Develop new and enhance existing quality support methods and communication skills through seeking feedback and implementing successful and proven approaches.
• Produce reports on as per SLA to demonstrate the performance or status of any part of the system.
• Liaising closely with Service Desk personnel to ensure that calls are being actively managed and that sufficient data is available to enable informed and timely updates to customers
• Travel to the customer’s site (as appropriate) to keep up-to-date with any changes to the systems or personnel.
• Perform after-hours duties during the customer’s agreed change and maintenance window. Participate in any on-call or stand-by duties as required on a rostered basis.
• Technical documentation / run books on systems are kept up to date and in the specified format.
• Duties performed comply with health and safety standards, all accidents and hazards are identified and reported to management.
• Assists in the RFP process if required.
• Prepare SOW, where required.
• Assists in the implementation and ongoing maintenance of ITIL and MOF standards, processes and procedures.
• Assists the Operations Manager in the identification of post sales opportunities.
• Delivering small enhancements or corrections to customer systems
• Project initiation, proposal and management for Support projects of between 2 and 15 days duration.
• Works with Small Project Team and/or Technical Resource Group to ensure successful delivery.
• For new implementations or major upgrades: provide estimation and planning input to Project Manager, ensure a smooth transition from Consultancy and function as resource on project as required.
• Occasionally mentor junior staff.

Role dimension

Financial (limits/mandates etc.)

• Account for your time utilisation within the call management system.
• Ensure that all ‘out of scope’ or chargeable work is billed / logged accurately.

Non-financial (customers/staff etc)

• Understand client (s) SLA e.g., support entitlement, in-scope work, response times, hours of operation, penalty clauses etc.
• Ensure that service delivery targets are met or exceeded. E.g., agreed Service Levels
• Ensure client issues are resolved or escalated in an appropriate manner.

Typical outputs

• Assist in the development and implementation of new or improved service delivery strategies and initiatives.
• Occasionally provide service delivery support and training for junior team members.
• The ability to build and maintain working relationships with people is a key requirement in this position and effective communication is essential.

Key relationships include those with:
o Clients (both external and internal)
o Team members
o Partners, Service Agents and third party service providers
o Account Managers, Site Service Managers and Capability Managers
o Line Management

• All client documentation and run book information is kept up to date.
• Systems are optimally configured and information contained there in is current e.g., maintenance of User accounts, pro-active system maintenance etc.
• Manage the commitment to the approved service level agreement.
• Involvement in service level meetings when appropriate.
• Act as a point of contact for the customer if required.
• Identify opportunities for new services business and bring these to the attention of the appropriate people.

Competency / Performance Driver

 Putting Customers First

• Customer Focused - can see things from the client’s viewpoint and works hard and efficiently to manage customer expectations and deliver quality solutions.

Performing Through our People

• Team player with good all-round inter-personal skills 
•  Inspires confidence in peers / managers / customers.
• Willingness to share knowledge and work as part of a team

Delivering Results

• Works well under pressure to meet deadlines
• Results orientated – “can do” attitude
• Can work with minimal supervision, but …
• Knows own limitations and when to ask for help.

Communicating for Impact

• Good communication skills, both verbally and in writing
• Clear communication with customers and peers alike will demand that expectations are managed in order to keep projects on track.

Making a Personal Difference

• Pro-active in identifying and resolving issues
• Resilient – willing to take responsibility
• Organised and self-disciplined

Managing a Changing Environment

• Systematic, disciplined and analytical approach to problem solving

Technical/Professional expertise

• Knowledge of the Mobile world, PDA’s, Communications (GPRS, GSM, GPS)
• 5 years supporting mobile applications
• Experience in installation and configuration mBusiness applications including customisation to JSP pages, setting up configuration data and writing database level functions and procedures using Oracle PL SQL
• Has worked on Mobile application implementation projects and provided small to edium enhancements to an existing system.
• Demonstrate an understanding of project lifecycle Applies knowledge effectively to establish root cause of defects. Possesses sufficient general business and technical knowledge to investigate incidents.
• Works well under pressure.
• Technical knowledge of relational database theory, database programming for one or more of the following products: Oracle, MS SQL Server, Sybase, DB2, or relevant other RDBMS.
• PL/SQL Knowledge in Oracle Databases (SQL Scripts, SP’s, Triggers, Packages, etc)
• Knowledge of the Windows Server Platform
• Demonstrate an understanding of Workforce Management (WFM) business and systems.
• Demonstrate some knowledge of XML
• Excellent written and verbal communication skills.
• Experience of the following would also be an advantage:
• Experience with database performance tuning
• Experience with hardware performance tuning
• Experience with network performance tuning
• Experience of all project roles including Project Management
• Javascript
• Experience within support and project roles
• IBM Websphere
• IBM MQ Series
• Experience of integration to legacy systems and applicable software engineering concepts

To apply for this role email recruitment@aspective.com quoting 3956 as reference.