Solution Analyst - Digital


Context of the role

The Application Support, QA and Release team is a key part of the Customer Technology Group and is responsible for the ongoing support of Contact’s key business applications.

As the Solution Analyst – Digital, your primary focus is to ensure the effective operation and maintenance of the digital applications ensuring they are effectively supported and are operating as expected from a technical perspective. In parallel there will be a focus on continuous improvement to ensure we stay ahead of the curve and drive further efficiencies into the operation of the digital environment.

The Solution Analyst roles are critical to the ongoing support and development of Contact’s business applications and to the group becoming the undisputed leader in application management and support.

What you’ll do

You’ll be a key member of a high-performing group that keeps Contact’s business application suite performing at its best. Day-to-day tasks will include:

  • Supporting the daily operation and effective performance of Contact’s Digital solution by serving as digital subject matter expert;
  • Identifying, resolving & managing assigned incidents, problems and service requests ensuring they are resolved and fulfilled in a timely manner and exceed user’s expectations;
  • Working closely with the Digital Transformation team on day-to-day operations and assisting with the timely resolution of digital incidents, problems and service requests;
  • Managing the monitoring of the digital landscape to ensure that these applications continue to align to the customer experience expectations;
  • Tracking, analysing and trending real-time digital environment monitoring data to optimise application performance and stay ahead of the incidents and outages; and
  • Managing a program of continuous improvement with a focus on the identification or opportunities to improve the day-to-day oversight of the digital landscape.

How you’ll be successful

  • Delivering a consistently superior level of customer service to key stakeholders ensuring that there are no surprises with a focus on continuous improvement and increased digital application reliability;
  • Effectively managing your workflows independently, with minimal guidance;
  • Possess a high sense of urgency and accountability for making things happen quickly;
  • Providing technical expertise and thought leadership to drive a cultural change, underpinning Contact’s vision of being an undisputed leader in application management and support. Key to the success of this change is our ability to challenge the status quo, act with agility, focus our thinking on the future and automate our processes.

The type of experience you’ll bring to the role

In addition to being recognised as a digital application expert and a having a really solid business and commercial understanding you will also have:

  • Minimum 4+ years’ experience working within a digital environment;
  • Technical experience in a cloud platform, preferably AWS, and good understanding of Network/Internet protocols;
  • Strong knowledge of web services, e.g. SOAP, REST, WSDL; CMS platforms such as Sitecore (preferred); and front-end development frameworks like React (preferred);
  • Good working knowledge of current application performance monitoring tools, e.g. Sumologic, Splunk or Datadog;
  • A strong background in maintaining relationships, working collaboratively and influencing people around you;
  • Demonstrated ability to analyse problems, identify root causes, collaborate with others to identify solutions; and
  • A proven track record of development, optimisation and continuous improvement in a DevOps environment.

Context of the role

The Application Support, QA and Release team is a key part of the Customer Technology Group and is responsible for the ongoing support of Contact’s key business applications.

As the Solution Analyst – Digital, your primary focus is to ensure the effective operation and maintenance of the digital applications ensuring they are effectively supported and are operating as expected from a technical perspective. In parallel there will be a focus on continuous improvement to ensure we stay ahead of the curve and drive further efficiencies into the operation of the digital environment.

The Solution Analyst roles are critical to the ongoing support and development of Contact’s business applications and to the group becoming the undisputed leader in application management and support.

What you’ll do

You’ll be a key member of a high-performing group that keeps Contact’s business application suite performing at its best. Day-to-day tasks will include:

  • Supporting the daily operation and effective performance of Contact’s Digital solution by serving as digital subject matter expert;
  • Identifying, resolving & managing assigned incidents, problems and service requests ensuring they are resolved and fulfilled in a timely manner and exceed user’s expectations;
  • Working closely with the Digital Transformation team on day-to-day operations and assisting with the timely resolution of digital incidents, problems and service requests;
  • Managing the monitoring of the digital landscape to ensure that these applications continue to align to the customer experience expectations;
  • Tracking, analysing and trending real-time digital environment monitoring data to optimise application performance and stay ahead of the incidents and outages; and
  • Managing a program of continuous improvement with a focus on the identification or opportunities to improve the day-to-day oversight of the digital landscape.

How you’ll be successful

  • Delivering a consistently superior level of customer service to key stakeholders ensuring that there are no surprises with a focus on continuous improvement and increased digital application reliability;
  • Effectively managing your workflows independently, with minimal guidance;
  • Possess a high sense of urgency and accountability for making things happen quickly;
  • Providing technical expertise and thought leadership to drive a cultural change, underpinning Contact’s vision of being an undisputed leader in application management and support. Key to the success of this change is our ability to challenge the status quo, act with agility, focus our thinking on the future and automate our processes.

The type of experience you’ll bring to the role

In addition to being recognised as a digital application expert and a having a really solid business and commercial understanding you will also have:

  • Minimum 4+ years’ experience working within a digital environment;
  • Technical experience in a cloud platform, preferably AWS, and good understanding of Network/Internet protocols;
  • Strong knowledge of web services, e.g. SOAP, REST, WSDL; CMS platforms such as Sitecore (preferred); and front-end development frameworks like React (preferred);
  • Good working knowledge of current application performance monitoring tools, e.g. Sumologic, Splunk or Datadog;
  • A strong background in maintaining relationships, working collaboratively and influencing people around you;
  • Demonstrated ability to analyse problems, identify root causes, collaborate with others to identify solutions; and
  • A proven track record of development, optimisation and continuous improvement in a DevOps environment.
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