Technical Support Analyst at Experian

Job Description
Working in DA Application Support contributing to customer support and service levels by providing 2nd line business and technical related product support to clients using the Experian Core DA product set. Work will include dealing with live product configuration incidents (including investigate & resolve), system enhancements (requirements definition and implementation) and system optimisations.

Qualifications

• IT Diploma or equivalent standard with a high numeric content
• Approximately 3 years of working experience in the field of application / customer support
• Good SQL Query Language knowledge
• Experience of basic coding languages (Java, python, groovy script)
• Third party software understanding will be an advantage
• Working knowledge of operating systems (Windows and Linux)
• Experience with working on relational database management systems
• Basic understanding in different project methodologies

Additional Information
What you’ll be doing
Requirements Gathering & Analysis

• Carry out the extraction, formulation and manipulation of data to address business requirement.
• Interpretation of analysis results and documentation.
• Ensure quality and accuracy of own work.
• Follow Team procedures and processes
• Works as part of the team to understand the client’s requirements.
• Liaising with customers to understand requirements.

Software Configuration

• Configure Core DA software according to specifications under guidance of Solutions / Senior Solutions analyst where appropriate
• Test software against specification to ensure the product operates as specified and amend where appropriate.

Software Maintenance

• Identify causes of software problems (at product or data level).
• Solve problems which arise in the system, raising with global product support if appropriate.
• Responsible for the resolution of the problem, escalates only after analysis and execution of well-defined tests have been exhausted.

Managing Client Relationships

• Build and maintain positive day to day client relationship at peer level.
• Attend, support and contribute to client meetings, including presenting results, conclusions and recommendations in both written and verbal form.
• Work with various stakeholders within Experian to interpret requirements and data and resolve queries.
• Communicate with the Team Lead and/or other departments/divisions within Experian to help ensure accurate and timely implementation of project work.
• Communicate effectively with Team Lead and Consultants to enable them to manage client expectations.