Application Support Engineer

at  West Midlands Fire Service

Application Support Engineer Technical 1 C Publish date: Friday 9 August 2024 Closing date: Friday 30 August 2024 at 12noon Salary: £35,745 - £37,336 per annum Hours: 37 hours per week Overview
West Midlands Fire Service (WMFS) is the second largest fire and rescue service in England, serving an area of 902km square and a population of more than 2.9 million people.
Our vision is ‘Making the West Midlands safer, stronger and healthier’.
This vision and the strategic goals outlined in ‘Our Strategy’ are what drives the people, professionalism and pride with which we serve our communities.
As West Midlands Fire Service employs a diverse range of software, including both modern cloud-based apps and historical ones, this role is an exciting opportunity for the right candidate to enter the organisation at a pivotal point in its digital journey. As the Application Support Engineer , you would offer customer service and support to all users of fire service provided applications. This covers cloud-based services as well as internal apps.
By assisting the Service Management Team Lead, in managing and supporting applications on a daily basis, you will help guarantee that requests and issues are handled in accordance with Service Level Agreements (SLA). As part of the team’s initial point of contact, you’ll make sure that the application support team always provides customer-focused support.

Responsibilities

• determining the underlying causes of application support events through investigation and analysis
• recognising patterns in problems and suggesting enhancements to the staff support strategy as well as the programs utilised
• maintain ongoing communication of incident updates to customers provided by the engineers or development teams
• analyse customer feedback to conduct gap analysis and make recommendations to Service Management Lead regarding service enhancements
• represent ‘application support’ at appropriate stakeholder meetings
• completing routine preventative maintenance as directed
• provide departmental and end-user training, both online and face-to-face
• ensure documentation is kept up to date including problem and request tickets, asset registers, system documentation, user guides & technical manuals.

Experience and skills Essential skills or experience

• application knowledge of West Midlands Fire Service’s ITSM system (FreshService)
• working knowledge of business applications or systems, ideally with Oracle Fusion, HCM, and associated modules
• good proficiency with Microsoft Office applications.

Desirable skills or experience

• good customer facing skills
• possess or achieve the ITIL Foundation Certificate within 12 months
• ability to comprehend technical issues
• system documentation experience.

Benefits

We offer a friendly working environment and benefits including:

• flexible and agile working arrangements
• free, on-site gym facilities
• free, on-site parking.

We also offer access to an in-house occupational health (OH) facility, including OH health and fitness advisors, sports therapists, physiotherapists, cognitive behavioural therapy practitioners and counsellors.

In addition, employees have access to:

• 24/7 Employee Assistance Programme
• wellbeing programmes
• ‘blue light’ discounts across many retailers, through partner schemes
• Sports and Welfare scheme (for a small fee), with access to discounted products and services.

Diversity
We welcome applications from all eligible candidates. However, as women and Black and minority ethnic employees are currently under-represented in our service, we particularly encourage applications from these groups.
WMFS is committed to safeguarding and promoting the welfare of children, young people and adults. We expect the same of every staff member. Successful candidates will be subject to necessary pre-employment checks, including - where applicable - relevant level Disclosure and Barring Service (DBS) check, qualifications, medical clearance, identity and right to work. All applicants will be required to provide two suitable references. How to apply

• determining the underlying causes of application support events through investigation and analysis
• recognising patterns in problems and suggesting enhancements to the staff support strategy as well as the programs utilised
• maintain ongoing communication of incident updates to customers provided by the engineers or development teams
• analyse customer feedback to conduct gap analysis and make recommendations to Service Management Lead regarding service enhancements
• represent ‘application support’ at appropriate stakeholder meetings
• completing routine preventative maintenance as directed
• provide departmental and end-user training, both online and face-to-face
• ensure documentation is kept up to date including problem and request tickets, asset registers, system documentation, user guides & technical manuals