21st April 2022
Application Lead – Liquidlogic EYES
Location: Luton / Home Based
Job Reference: 1852
Skills: Liquidlogic EYES
Benefits: 25 days annual leave, private medical, life assurance, flexible benefits scheme that includes the likes of; Buy/Sell holiday, Cycle to work, Opticians vouchers and more.
Who are Civica?
We are a global software and services business, primarily split into three main areas; Central Government (Consultancy), Managed services and Software.
We pride ourselves on creating an inclusive and diverse culture where people enjoy working and thrive in their careers. Want to know how and why we are a great place to work? Check our Glassdoor reviews - https://www.glassdoor.co.uk/Reviews/Civica-Reviews-E35357.htm
As well as our people focus, we are committed to delivering quality software and services to our range of clients who are mostly public sector however, we are looking to grow more into the private sector given our success and continued growth over the last 20 years.
Investigate and analyse nominated or assigned application requirements to ensure effective scheduled maintenance and proactive support to eliminate avoidable tickets. Work with the problem team and TDAs to identify root cause for recurring or serious incidents and work together to fix them. Design, update and maintain a schedule of work to maintain the application and associated infrastructure.
Own the maintenance of Liquidlogic EYES and ensure that work is done in a timely manner. Be accountable for work on associated infrastructure to ensure that other teams are scheduling and completing work in a timely manner. Identify / implement workable business solutions that reflect an understanding of the technical, organisational and physical environment in which products or systems will need to operate. Proactive approach to problem solving, identify potential efficiencies and cost saving.
Be the SME and escalation point for serious incidents and source of advice where required.
Investigate and analyse nominated or assigned application requirements, escalated incidents and problems, within agreed framework
Actively identify improvements that will reduce tickets being logged and own the completion of these tasks
Work with the supplier manager and customer to identify cost savings in the support and licencing of the service to optimise efficiencies
Work with Customers, and Technical Teams on complex incidents / problems, devising solutions involving;
- Understand full impact of incident / problem
- Offer solutions based on business knowledge
- Produce estimates of effort and identify and highlight any risks
- Where appropriate outline deliverable plan, including cost and dates
Propose new articles for the Service Desk Knowledge Base that users could go to directly. Own the review and Update of existing articles to ensure they stay relevant to the current environment.
Identify and implement effective business solutions through improvements in automated and non-automated components of new or changed operational processes.
Adhere to the Change, Risk and Problem Management policies and processes. Proactively review request for change submissions. Attend Change Advisory Board meetings, and contribute where appropriate, ensuring updates are shared with the wider team following
Evaluate and assess service desk tickets specific to the assigned Application to identify trends, training needs, business development improvements and opportunities.
Responsible and accountable for
- All upgrades, delivered internally or by 3rd parties
- Application documentation, including known issues, release notes, application handbooks, downtime spreadsheet, knowledgebase articles
- Manage business development requests, including statement of works, project trackers, risk register
Proactively monitoring and implementing solutions, via the use of available reporting tools. Generate scripts / alerts to produce warnings to prevent major incidents, and provide management reports / updates, where required.
Responsible for the Configuration Management of Line of Business Applications, with a working knowledge of the dependancies, Interfaces and Infrastructure to support those applications
Civica is a Diversity Leader, ranked as one of the top European companies for workplace diversity and equality - Financial Times 2021.
Civica is committed to building and maintaining an inclusive and supportive culture where diversity thrives, and all of our people excel. We believe that diversity stimulates innovation, enables us to deliver better outcomes for people and communities, supports the growth of our people, and delivers great results for our customers. Civica recruit, promote and reward our people based on their contribution, regardless of gender, race, disability, religion/belief, nationality, ethnicity, sexual orientation, age or marital status.
Please apply using the links, contact me on LinkedIn or email me directly.