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Protocol Intelligence
Data-driven signals on your job's competitivenessMetro location and generalist application-support skills increase competition, with no strong Tier-1 brand.
Application support and SQL/reporting skills are highly transferable across industries.
Mandatory advanced SQL and SSRS plus minimum experience create strict technical filters.
Job Description
Structured overview of role & requirementsAbout This Role
Provide third-line technical application support as escalation within ITSM, managing incidents, requests, and changes to meet defined SLAs including European shift coverage.
Deliver functional and technical application enhancements, analyze ticket trends and backlogs, create management information reports and knowledge base articles, and maintain high service quality.
Collaborate with Product Management and Application Services teams to ensure application availability, maximize capabilities, reduce duplication, support agile and waterfall project transitions into BAU, conduct service reviews, and track SLA performance.
Minimum Requirements
Minimum 2 years experience in application design and development including databases and infrastructure technologies.
Advanced SQL skills and experience with SSRS are mandatory; experience with PowerBI and Crystal Reports; familiarity with Tableau is an advantage.
Hands-on experience with ITSM frameworks such as ITIL or COBIT supporting enterprise services with a service-delivery mindset.
Degree preferred; clear and confident communication in English with technical and non-technical audiences.
Ideal Candidate Profile
Experienced in troubleshooting and problem-solving across third-party systems in on-premises and SaaS environments, including system migrations or mergers.
Proficient in source control tools like GIT, Azure DevOps, or SVN and skilled at managing supplier relationships and coordinating across multiple stakeholders.
Able to influence and collaborate effectively across technical and business teams, drives continuous improvement in complex environments, including post-M&A scenarios.