Business Systems Support Analyst

at  IAM RoadSmart

ABOUT US

At IAM RoadSmart we make better drivers and riders. As the UK’s largest independent road safety charity, formed in 1956, we’ve spent more than 60 years making our roads safer by improving driver and rider skills through coaching and education.
Our qualified experts, our network of over 70,000 members and 164 local groups are our lifeblood. They champion our cause and help drive our vision – to be the best, most recognised provider of coaching and advice for all post-licence drivers and riders, and to help make our roads safer for all.

ABOUT THE ROLE

The Business Systems Support Analyst will be responsible for supporting the wider Business Systems team to ensure all Business-related systems run smoothly and support the efficient operations of the organisation, the support and change management of the company’s business applications. They will have a good understanding of cloud-based technology solutions. As well as being organised, detail-oriented, and process driven. The Business Systems Support Analyst will also be comfortable providing system training to users within both Head Office, and a group and volunteer communities.
They will work across multiple business areas and will have the ability to manage small change requests from sign off to delivery. They will have the ability to manage multiple stake holders and both support and change management concurrently.

KEY RESPONSIBILITIES

• 1st line day to day technical support of the business applications and website used by the head office users and a network of volunteers as well as paid trainers.
• Support and analyse API integration issues with the main CRM application DARTS Portal, Call Centre Platform and Website.
• Working with the Business Systems Support Manager, escalation of support requests to the 3rd party support partners and weekly reporting on progress of issues.
• Develop and maintain application training materials (e.g. Short form Videos, how to guides etc.), as well as face to face training, supporting the Business Systems Support Manager to maintain effective training provision to the organisation.
• Troubleshoot and resolve reported issues (e.g., Data discrepancies, login issues, user permissions etc.). This will be in collaboration with the Business Systems Support Manager, the CRM Project Manager, and the Data Analyst.
• Management of user accounts and permissions (e.g., Set up of new users, purge user accounts not being used).
• Manage the support tickets through the IT service desk tool with weekly review of tickets with the Business Systems Support Manager.
• Manage, control and co-ordinate small changes through the change life cycle. Escalating risks and issues to the Business Systems Support Manager.
• Working with the Business Systems Support Manager, ensure that all requests for changes, new features etc are fully scoped and documented, to ensure the business requirements are captured and agreed.
• Manage expectations of key business stakeholders with support and change requests relating to business applications.
• Ad-hoc help desk support when required.