IT Systems Support Advisor

JOB TITLE                          IT SYSTEMS SUPPORT ADVISOR

IMMEDIATE MANAGER        IT & SYSTEMS DIRECTOR

JOB PURPOSE

The primary purpose of the IT Systems Support Advisor is to support business teams with their technical enquiries and change requests relating to all MFG IT Systems.

They will ensure optimum efficiency of the automated systems currently in place, and suggest and implement improvements where appropriate.

The individual in this role will develop to be multiskilled across the IT & Systems department and will support the team in times of peak workload and provide absence cover.

MAIN ACCOUNTABILITIES

• Acquire a good understanding of the business processes and their associated system flows in the allocated areas.
• Understand and execute the standard system support processes – from logging incidents and requests to overseeing the resolution and closure of the tickets.
• Engage with and communicate effectively with the business stakeholders through the lifecycle of problems and changes.
• Liaise effectively with third party vendors to ensure that problems are resolved and changes delivered to the expected quality within the agreed SLAs.
• Drive ongoing improvements and innovations in the allocated system areas by working closely with business and technical teams.
• Ensure security, compliance and quality requirements are adhered to at all times.

WORK CONTEXT

The role is based at MFG’s Head Office in St. Albans but some business travel may be required to MFG sites in the UK. Additional hours may also be required to be worked from time to time over the contracted working hours to ensure that needs of the business are met. 

COMMUNICATIONS

Internal contacts:

• Directors
• Regional & Area Managers
• Other Head Office Personnel

External contacts:

• Contract Managers
• Third-Party Service Providers

COMPLEXITY

The main sources of complexity are:

• To operate effectively and efficiently and achieve given objectives within given time deadlines.
• Ensuring that customer expectations are met/exceeded in a fast moving/volatile business market.
• Being able to communicate with customers, contract managers, contractors and third party Service Providers.

KNOWLEDGE & SKILLS REQUIRED

• 2 Years’ experience in technical support
• Competent information technology skills, including advanced Excel.
• A good understanding of VBO is essential
• Experience in using NetSuite ERP
• Good understanding of Cyber Security
• Knowledge & previous experience in web and mobile app design
• Good understanding of financial accounting processes and procedures.
• Knowledge of legislation and other relevant issues concerning fuel trading and culture.
• Excellent standard of written and oral communication.
• Excellent interpersonal skills with an aptitude for dealing with people in various contexts, employing tact and diplomacy.
• Able to work using own initiative, making decisions and implementing across the organisation.
• Pro-active and forward thinking in nature - ability to show creativity and apply problem solving skills to issues.
• Strong collaboration and partnering skills.
• Track record of meeting deadlines and managing a complex workload.