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Application Support & Training Consultant

Location: London, England, United Kingdom
Job ID: 44644
Date Posted: Nov 26, 2019
Segment: IT
Business Unit: Hitachi Consulting
Company Name: Hitachi Consulting Global Corporation
Profession (Job Category): Consulting
Job Type (Experience Level): Experienced
Job Schedule: Full-time
Remote: No

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Description

Hitachi Consulting is the global management consulting and IT services business of Hitachi Ltd., a global technology leader and a catalyst of sustainable societal change. In that same spirit—and building on its technology heritage—Hitachi Consulting is a catalyst of positive business change, propelling companies ahead by enabling superior operational performance. Working within their existing processes and focusing on targeted functional challenges, we help our clients respond to dynamic global change with insight and agility. Our unique approach delivers measurable, sustainable business results and a better consulting experience.


Opportunity

Hitachi Consulting is currently investing in its IT Outsourcing Practice which is growing rapidly in the UK and Europe.  As part of this, we are seeking to recruit an experienced Application Support Consultant to join us, based in the UK.

 

We provide 2nd and 3rd line ITIL-compliant Application support for a range of clients and this opportunity is working with a prestigious public-sector client.


Responsabilities:

The main areas of responsibility are:

  • Working as part of a Service team on the 2nd line Support function
  • Responding to requests from the Global Service Desk “first line support”, ensuring that accurate information is captured and documented within the ticket.
  • Providing Training Services to the Users, including production of Training Articles (TA) amendments and updates to existing TA’s
  • Training needs analysis – creation/maintenance/analysis of
  • Deputise for the Training Lead in their absence
  • Providing procedural workarounds and/or Advice and Guidance as may be required
  • Monitoring active Service Level Agreement (SLA) and Key performance Indicator (KPI) measurements to proactively maintain appropriate metrics, ensuring that event triggers and notifications are controlled to ensure resolution within required timelines
  • Reporting and attendance to Customer meetings/workshops
  • Acting a SME for Support and process queries
  • Driving CSI opportunities
  • Proactive management of the Support Workstack (including Incidents, Service Requests, Problems, Changes, RFC’s and Releases), fulfilling and managing the life cycle of.
  • Attending required Meetings, including Incident, Service Desk and Problem reviews as required
  • Contributing to department goals, objectives and team effort by accomplishing related results as needed and assigned by the Service Ops, Service Manager and/or Career Advisor
  • Producing Users Guides and Knowledge Articles
  • Assisting in other areas of the Service as maybe requested (eg Project, Testing Support)

Qualifications

Essential Skills:

  • Good organisational, facilitation and planning skills
  • Excellent problem-solving skills
  • Experience of working in Breast Screening (or alternative Cancer Screening) Operations environment
  • Able to clarify Incidents & Service Requests with Clients and End Users, ensuring that the ticket is correct categorised and has sufficient information to progress 
  • Strong skills in customer service, relationship building and communication – at all levels.
  • Tenacity for dealing with complex issues
  • Attention to detail and excellent time management skills
  • Excellent communication, telephony & presentation skills for interaction with end users, clients and senior management. Also, to communicate complex issues to colleagues and non-technical business associates
  • A demonstrable passion for technology and a wish to improve and innovate for the end user

 

Desirable Skills:

  • Hands-on experience with PACS HL7 and DICOM, NBSS Daybook, High Risk Programme, Smart Clinics, Whiteboards
  • Prior Experience of working with service desk tool sets, such Service Now and with a working knowledge of ITIL Delivery methodologies
  • Proven experience of managing and understanding the Support lifecycle 
  • Experience in delivering Training materials and/or services
  • Experience of working in a 2nd Line Application Support or Breast Screening (or alternative Cancer Screening) Operations environment
  • Experience of working in a 2nd Line Application Support or Breast Screening (or alternative Cancer Screening) Operations environment
  • NBSS Application Knowledge, including Reports, SMART Clinics
  • NBSS Screening Office Functional Operational knowledge
  • ITIL Foundation Certified
  • Previous experience of working within the Healthcare sector, specifically Breast Screening or other Cancer Screening programme.
  • Proven ability of team working and producing results in line with expectations and needs
  • Ability to drive Service Improvement and Innovation
  • Management of risks, issues, assumptions and dependencies including notifying management
  • Knowledge of NHS information & Government standards & principles
  • knowledge of the NBS Programme
  • Proven history of Liaison with 3rd Parties and the Customer, including agreeing and documenting End User requirements
  • Hands-on exposure to working and supporting an Application Service using Intersystems Cache, Crystal reports, VB6 and applying data fixes as may be required
  •  

Travel

Whilst Hitachi Consulting is respectful of our employee’s work / life balance candidates should be fully prepared to travel throughout the UK and internationally if required.   Travel will be required for this role in line with business requirements.

Hours of work will be in line with Business need and flexible to cover the requirements of the Support team rota 

 

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