MyLife Digital’s mission is to help individuals and organisations realise the meaning, value and power of trusted data. While providing hugely valuable insights to improve performance, we always ensure that trusted data is at the heart of all decisions.
We believe there’s no compromise when it comes to quality data to form strong foundations for analysis and insight. Which is why we have the right tools and domain experts in place to help organisations make informed decisions to improve performance.
Trusted data powering positive outcomes.
We are now seeking to recruit a Senior Solutions Support Consultant.
To contribute to the support and development of Wood for Trees data solutions, including FastStats, SQL Server databases, Blender, Permissions and (where clients take up the service) campaign production (including quality checking of regular solution rebuilds), and any other day-to-day helpdesk support across client-facing systems.
As a senior resource within the team, the focus will be as much on reducing escalation of issues to solutions consultants as it will be dealing with the variety of support tickets we receive.
Duties and Responsibilities
Assist in and manage the support and maintenance of the solution environment in general, including dealing with and resolving helpdesk tickets from clients, ensuring effective communication and (where necessary) escalation of any issues found while conducting the role.
Additional communication with software vendor(s), where applicable, to resolve any issues found within the software in use.
Monitor and manage ticket resolution through the creation/running of reports within the Zendesk helpdesk suite. Maintain responsibility for closure of all support tickets in line with relevant SLAs.
Alongside the consultants and SQL developers, identify and carry out potential improvements to the data environment, following discussion with client and manager.
Refresh of FastStats databases for our hosted clients to ensure accurate and up-to-date environments are available for use for both external clients and internal co-workers.
Stay abreast of all patches and releases in relation to the various solution software. Evaluate whether such patches are required by both hosted and on-premise clients and plan for required update/upgrade of servers (both at WfT and on client site) appropriately.
Update of the FastStats server software in line with the regular quarterly release schedule.
Where necessary, support campaign production through the utilisation of FastStats to create campaign selections and produce data output for a wide variety of differing campaign activities via agreed schedules.
Where the database is also used by our clients, provide advice and support on their use of the FastStats application as required.
Good understanding of data and database structures, preferably with a high-level analytical background and excellent numerical skills.
Experience in the use of FastStats (and similar other applications), both in terms of a user and a creator.
Use and understanding of Microsoft Office suite, relational databases, customer relationship management.
Interrogation of large data volumes via an appropriate software application.
Minimum two years in similar role, using client data within a database, campaign and visualisation environment, as well as helpdesk management software.
Experience of Zendesk or similar helpdesk software.
Maintenance of a FastStats server estate.
Creation of data extracts from FastStats database(s) for campaign activity.
SQL skills for the manipulation and preparation of client supplied data within Management Studio, as well as the administration of SQL databases.
Understanding of data processing techniques and methodologies including deduplication, consolidation and suppressions.
Experience of Cygnus software, Talend, Blender or similar data processing applications.
Experience of working with or in a charity or not-for-profit organisation, and of working with external suppliers
Excellent time management and prioritisation skills with the ability to juggle many tasks at the same time.
Disciplined, well organised and self-motivated.
Methodical, pragmatic, questioning mind with good evaluation and problem-solving skills.
Clear, concise communication skills at a level appropriate for the audience, and the ability to convey complex ideas in a clear manner
Client facing, presentable, approachable, professional manner.
Please send your CV and covering letter, along with salary expectations, explaining why you think you are suitable for the role to email@example.com along with your salary expectations.
*Strictly NO Agencies