Technical Support Analyst

Full Time
Job Sector:
IT / Technology
South Wales
Salary description:
£18000 - £25000/ annum + Benefits
Start Date:
Job Ref:

Technical Application Support Analyst

LexisNexis Risk Solutions is seeking a Technical Application Support Specialist with a background providing customer facing software support and a passion for data and technology, to join our escalated technical support team. The role will entail providing support for applications developed within our teams (including web applications, APIs, batch solutions and more), investigating queries relating to the applications, investigating queries relating to data, identifying root causes and interfacing with support teams, engineering teams and others to promptly resolve customer and consumer support requests.

Our teams are collaborative, forward thinking and agile. We support multiple products with a challenging and exciting set of features and provide real opportunity for our teams to contribute to the success of the organisation.

Company Description
LexisNexis Risk Solutions is a leading provider of innovative solutions for significant risk data analytics challenges. We are a forward thinking, progressive organisation that provides tracing and data cleansing solutions, in addition, deliver critical and decisive processes for identity verification and compliance due diligence. LexisNexis is part of RELX Group plc, a world-leading provider of information solutions for professional customers. Our products are continually evolving, and that's where you can help.

As a Technical Application Support Specialist, you will be a vital member of our team working with a diverse range of technologies and disciplines. You will enjoy working in a friendly environment and benefit from our investment in staff.

Main Responsibilities:
• Work as part of an escalated support team, providing friendly and efficient application support internally and to our clients for a suite of applications including web applications, APIs, batch solutions and more
• Respond to technical queries from customers who are integrating our services (such as our APIs) and using our applications
• Analyse functionality within our applications, identifying root causes of behaviour and seeking input from engineering teams when required
• Track and respond to data reporting and consumer rights related requests within specific SLAs, such as:
• Subject Access Requests
• Investigating and resolving data enquiries
• Applying Notice of Corrections
• Collate information from a variety of data repositories (such as HPCC/application logs) into clear, informative reports
• We will help you learn how to use our big data platform - HPCC - through a combination of training courses, self-learning and peer support
• Produce and maintain documentation and knowledge base entries
• Develop processes to retrieve logs and statistics from our databases
• Work alongside Data Engineering and Product Development teams to ensure any queries raised are thoroughly investigated and resolved promptly
• Monitor requests and report on volume fluctuations and trends
• Monitor the status of each application and communicate with technology leaders, development team members and internal stakeholders to ensure teams are kept well informed

Essential Skills and Attributes:
• Customer facing technical support experience
• Strong oral and written communication skills
• Strong analytical and investigative ability, committed to identifying root causes of product behaviour and navigating a path to resolution when it is required
• Passionate collaborator with a focus on what is best for the team (both immediate and the wider group)
• Capable and enthusiastic technologist, able to demonstrate a broad technical knowledge including understanding of web applications and APIs
• Data query experience - preferably through a traditional database such as MySQL (or through significant experience with complex functionality of an application such as Microsoft Excel)
• Ability to query data repositories to retrieve specific data based on a set of parameters and return this in a clear, well informed structure
• Technically astute and able to quickly learn to use new systems
• Clear focus on the customer, both internal and external

Desirable Skills:
• Understanding of GDPR requirements
• Scripting/development skills using a language such as PHP, Python or others
• Experience using task management tools such as JIRA
• Knowledge of application development tools and methodologies
• Software development experience

We're a superb company to work for, with great people, world class technology, market leading products, a culture of innovation and collaboration, and superb career prospects.

At LexisNexis Risk Solutions, we believe in the power of data and advanced analytics for better risk management. With over 40 years of expertise, we are the trusted data analytics provider for organizations seeking actionable insights to manage risks and improve results while upholding the highest standards for security and privacy. Headquartered in metro Atlanta, LexisNexis Risk Solutions serves customers in more than 100 countries and is part of FTS 100, RELX Group plc, a world-leading provider of information and analytics for professional and business customers across industries.

LexisNexis is an equal opportunities employer and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation or age

Company Description

Closing Date:

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