Systems Analyst

Gorkana Group brings together the UK’s most recommended Media Database, Multi-channel Media Monitoring and PR Measurement services for PRs and marketers representing all kinds of organisations. Headquartered in the UK, we currently have offices in London and New York.

The company boasts an impressive array of products and the career opportunities are endless. For those with ambition and determination, this company could provide you with a great future.

SUMMARY:

This role will be predominantly customer focussed and key in supporting the business from a technical perspective. The role will work closely with the business and customers to assist with resolving bugs and issues, working across all teams to ensure that all, including customers, are kept up to date with progress and timely communications. That all issues impacting service do not lose focus, while ensuring status updates and resolutions are delivered in a timely manner.
Currently this work is shared across different business areas, impacting on their day to day roles and priorities. This new role is key in centralising the focus and technical support of the customer facing services delivered by the business, giving them a central point of contact and dedicated technical support where necessary to assist with customer service impacting issues.

PRINCIPAL DUTIES & RESPONSIBILITIES:

• Deal directly with clients – triage issues to separate user error from genuine bugs and system issues
• For suitable issues, act as the client contact until the issue is resolved
• Identify and resolve problems due to user error or lack of training.
• Systematically gather information to allow bugs to be identified
• Organise screen sharing\site visits with the client + IT Ops/Dev team to understand\diagnose difficult issues
• Own reported incidents\issues via the IT Service desk, working closely with IT Operations but especially Apps Support.
• Discuss\Update the priority of bugs with interested business parties, but not limited to;

– IT Ops\Dev
– New Product Development
– Customer Facing Teams
– CSE’s
– Analysis Ops
– News Team
– Marketing (Product & Chanel)
– Jobs & Editorial
– Group Customer Training
– Relationship Management
• Keep track of clients affected by known bugs and communicate back to them and Relationship Management through to resolution of the bug
• Advise clients of any workarounds, systematically collect and document\share workarounds with business\customers
• Log issue and outcome against the client in SalesForce and inform the Relationship Manager where appropriate
• Work closely with and update the app support wiki to build the knowledgebase of known bugs and their workarounds

PERSON SPECIFICATION:

This role will require the candidate to be able to communicate fluently across all areas and levels within the business. They will need to be approachable and flexible, able to adapt to ever changing situations to accommodate for the major changes being rolled out across the platform over the next 3 to 5 years. It will require a high level of technical skill and knowledge\foundation for them to be able to investigate and troubleshoot problems logically\quickly as they arise and then be able to communicate clearly and concisely back to the business\customer. To be able to work independently as well as in a group situation, accommodating within the group for a mixture of different non-technical and technical knowledge. A self motivated individual who rises to challenges, ensuring that priorities, deadlines and urgency are understood, communicated clearly amongst the relative parties and met.

• Communication: Excellent verbal and written communication skills, and strong interpersonal skills.
• Business Awareness: Ability to gain thorough knowledge of the full business process, production tasks and the range of services offered. Commercially sensitive.
• Organisation & Planning: Able to plan and organise human and physical resources effectively
• Problem solving: Logical problem solver, can work on own initiative
• Responsive: Seeks to meet changing requirements within commercial parameters, works with urgency and speed and ensures deadlines are met
• Open: Encourages effective two way communication at all levels
• Flexible: Reacts positively to new ideas and suggestions
• Professional: Develops and maintains high standards of performance, conduct and behaviour personally and across the team
• Committed: Demonstrates company values and champions achievement of business objectives
• Primary Technical: Oracle, Microsoft SQL Server, MySQL, SQL Language, MDX language, Apache, IIS, Microsoft Office, Active Directory, All Web Browsers, ITIL or similar framework.
• Secondary Technical: PHP, Java,.Net, VB and or other coding languages. Desktop OS flavours – MAC, Windows, Linux etc.

Alongside a competitive salary of up to £54,000 – £60,000 per annum we also offer the following excellent benefits: Pension Scheme (up to 5% company contribution), 25 Days Holiday + 8 BH, 4 x Life insurance, subsidised canteen, Denplan, Season ticket loan, cycle to work scheme, Childcare Vouchers, gym subsidy, great training and development opportunities, excellent career progression and much more.