Take responsibility for resolving support issues in a timely manner with adherence to clients SLA’s. Ensure all details and replication steps provided to enable a thorough investigation for issues, which require investigation.

Manage & update all SUNRISE learning guides where release notes or feature changes require – whilst ensuring each reviewed at least once annually

Assist with SUNRISE configuration changes across both internal and external clients including the writing of test scripts, creation of workflow maps and supporting Business Scenario testing.

Work closely with both internal and external stakeholders to ensure effective communication channels are developed and maintained.

What you’ll deliver

• Proactively manage Zendesk and ensure allocated support tickets with the relevant support team member are answered in a timely manner with adherence to clients SLA’s
• Providing high quality support to both internal and external clients for all Sun Technology’s products and IT
• Escalate issues which can’t be successfully resolved to the Client Technology Manager (or delegate) and/or development team
• Provide ongoing feedback to Client Technology Manager (or delegate) and Product Owner (or delegate) to enable preventive measures to be put in place
• Help producing test scripts and carrying out Business Scenario Testing
• Ensure we provide high quality support to both internal and external clients across all Sun Technology products
• Assist with Configuration changes across multiple SUNRISE clients

What you’re like

You have a robust understanding of Sun Technology’s software solutions and regularly engage with the Client Technology Manager, Product Owner, BA and development team.

Organised and calm under pressure, you employ common sense approach. You will present a confident, poised, and professional image to both the internal and external clients.

You are able to build effective working relationships engaging regularly with the wider SBS business to create awareness in the Sun Digital solutions.

With an eye for quality, you will champion adherence to defined process in accordance with our ISO certifications.

Proactive, positive and enthusiastic you will demonstrate a “can do” attitude while leading by example. You have an ability to manage multiple tasks whilst never losing sight of short and long-term goals and sustaining consistently high standards.

It is essential that you have:

Experience in providing internal/external support to large scale organisations

• 1 years + experience within a Technology environment as either
• Attention to detail, with a structured approach to problem solving
• Excellent concise communication skills (speaking, writing, listening)
• Proficient in using Microsoft office products – experience in Adobe programs would be beneficial
• Flexible – Successful delivery may require working outside normal working hours
• Understand JSON editing preferred but not essential
• SQL experience at any level – preferred but not essential
• Experience of Power BI – preferred but not essential
• Experience of Power Pivots in Microsoft Excel – preferred but not essential