Application / CRM Support Analyst

at  TCGroup

Job Advert
Salary – Up to £40,000 per annum, depending on experience
Hours - Monday to Friday, 37.5 hours, fully remote
Holiday – 23 days annual leave (excluding bank holidays) increasing by one day per each year of service (up to a maximum of 5 days)

ABOUT YOU

We are looking for candidates with the following skills and experience:

• minimum of 2 years’ experience using Microsoft Power Suite of tools, including Power Apps, Power Automate, and Power BI is essential (including usage within the last 6 months)
• experience with CRM management / administration e.g. Salesforce, Sugar or Microsoft Dynamics
• experience with supporting SharePoint applications
• hands-on experience with database standards and end-user applications
• strong DBMS, in particular SQL skills
• experience of working with multiple datasets, transforming and using data – knowledge of ETL
• excellent knowledge of data security and integrity
• experience working in first and second-line IT support teams with a passion for customer service
• working with Citrix Virtual Desktops and Microsoft Applications, you will know how to troubleshoot issues and be able to speak to internal customers in a non-technical way
• manage 3rd party suppliers to ensure that incident resolutions are achieved within the agreed SLA
• sound knowledge of IT systems, network configuration, significant applications and desktop support
• solid understanding of incident management and ITIL principles
• excellent attention to detail, strong analytical skills along with problem-solving and logical thinking skills
• strong communication skills, both written and verbal
• self-motivated team player, organise own workload with minimal supervision, delivering to agreed schedules and reporting progress
• ability to diagnose and investigate issues
• ability to explain complex ideas to those with limited IT and systems knowledge
• extraordinary customer service and relationship management experience
• ability to adapt to changing priorities and willingness to learn on the job

Experience with accountancy applications, preferably CCH, is an advantage

Full benefits available for the Application / CRM Support Analyst:

• pension scheme
• group life assurance x 4 salary
• opportunity to purchase additional holiday days
• access to our employee benefits portal – cashback and vouchers on everyday purchases
• employee Assistance Programme
• employee Referral Bonus – we’re always looking for talented individuals to join our team
• regular training and development - continuous development and support not only for your professional qualifications but also for your personal goals and aspirations

ABOUT US

TC Group is growing and changing at quite a pace! We’re an ambitious group of people with the same aim – to create a consistent, high-quality experience for our clients. Like us, our client list is growing – we’re supporting more and more of the UK’s ambitious business owners, SME’s and large Corporations and it’s a real team effort. We’re helping them make courageous decisions to grow their businesses.
We always seek the best talent, looking for individuals who are technically brilliant, solution-focused and continually strive to be the best in class. Each member of our team plays an integral part in creating the unique feel and culture of our business, which in turn helps us continue to grow, develop and evolve. We are an equal opportunity employer and welcome candidates from all backgrounds.

We are TC Group, the fastest-growing top 25 accountancy firm in the UK. We’re business advisors and accountants, with over 30 years of experience we’ve honed our skills and developed our service offering to deliver a much wider range of bespoke support and advice to ambitious business owners and their businesses.
Due to growth, we have an exciting role for an Application Support Analyst to join us on a fully remote basis.
The application support analyst will play a crucial role in our operations, responsible for maintaining and monitoring our technology systems and data.
Your expertise in configuring and troubleshooting applications is vital in providing resolutions for our people and clients, you will deliver continuous improvement and manage change control over the systems they administer, a task that is integral to our success.
As an Application Support Analyst you will be responsible for these systems and databases’ performance, integrity, and security. You will also be involved in planning and development, managing system changes, troubleshooting any issues on behalf of the users, and providing key support during systems and data migrations. Experience using Microsoft Power Suite of tools, including Power Apps, Power Automate, and Power BI is essential along with experience with CRM management / administration specifically, Salesforce or Sugar.

Key responsibilities of an Application / CRM Support Analyst will include:

• monitor and optimise the performance of critical systems
• manage aspects of the change process for Technology systems
• utilising remote access technology, knowledge sources and diagnostic tools to resolve or triage tickets to other teams or 3rd party suppliers
• constant Service Desk logging system monitoring ensures that all incidents and requests are resolved or triaged within SLAs and KPIs
• as an Application Support Analyst, you will be responsible for providing technical support to teams within the organisation and external clients when required. Your commitment to delivering high-quality service is crucial in ensuring the smooth operation of our systems
• assisting with systems integrations and data migrations
• manage ticketed query systems and keep a comprehensive database of queries and resolutions current
• maintaining and updating technical documents and procedures
• identifying and resolving technical issues
• preparing maintenance plans and upgrading schedules for the organisation’s systems
• developing reports for teams across the business.