Job Title Web Support Analyst
Responsibilities
Support the web applications and services in the UK portfolio by handling, logging and tracking issues relating to their functionality and performance in designated support tools and collaborating with the web application support team to resolve these.
Handle user issues, queries and requests relating to web sites and products by phone or email including the status of issues and planned release cycles.
Communicating with the business in advance and agreeing a schedule for UAT in staging and production for released changes.
Verify all changes to production environments have resolved issues and have not introduced defects and changes are functioning as per specified customer expectation.
Verify design changes to production websites function across the range of supported browser types and versions.
Perform minor code and design changes/enhancements or corrections to web applications where appropriate and under direction of Head of Development.
Document accurately requested changes to web application functionality and/or configuration using designated change control documentation.
Produce more detailed documentation on an ad hoc basis for complex and/or critical support and performance issues to inform senior stakeholders and IT management.
Liaise with internal and external development and application support teams and management to assist the planning and scheduling of support and release activity.
Liaise with technical support teams for enterprise applications interfacing or supplying data to web applications with the aim of resolving web application issues relating to loss or degradation of service or anomalous data supply from these applications. Track and log resolution of these issues in the context of their impact on web operations.
Triage and evaluate recorded issues of defects by referring to records of previous incidents and attempting to reproduce in production or staging environments.
Work with project management and product development teams to effect a handover of web applications into support phase through execution of the documented handover process.
Ensure records identifying issues and documenting resolutions are accurate and up-to-date and resolved items are properly closed in a timely fashion.
Liaise with Service Delivery to process requests for web domain, mail and certificate registrations, expiry/renewal and amendments thereof.
Liaise with Service Delivery to maintain awareness of scheduled and unscheduled outages to service and communicate with the business where necessary.
Monitor sites proactively for content and usability issues and raise support records where necessary.
Manage and configure web performance monitoring tools for business units. Produce regular, well-presented reports from these tools showing web application service KPIs for distribution and consumption within the business. Handle queries related to reports and/or escalate specific trends and findings requiring response.
Manage and configure web analytic reporting tools for business users.
Understand content, user and commerce management processes on websites and assist user with queries regarding common processes.
Contribute to application test case development and execution for both small changes and projects on an ad hoc basis as available and requested by project management or line manager.
Develop ideas for improved user experience on our web applications and promote these internally.
Familiarise with new systems and integrated external applications or services which extend the scope of web applications and require support, and similarly, changes to existing external systems.
Skill and Expertise 12 months + experience of working in a web support or development role.
Experience of change management procedures and documenting change requirements.
Knowledge, experience and aptitude in using software development defect tracking and management tools.
Understanding of architecture of websites and web delivery.
Experience of working with IIS delivered websites.
Good knowledge of HTML
Knowledge of functional differences across common web browsers.
Expert use of Office tools to plan and communicate
Experience of using Microsoft Sharepoint or similar collaborative document management tool.
Experience of working as part of a software development team in a structured software development lifecycle.
Experience of using and configuring web analytics tools.
Knowledge of best practice around optimised web image delivery.
Experience formatting statistical reports in Excel.
Ability to analyse and document requirements.
Knowledge of developing for, adminsterinf or supporting MOSS/Sharepoint-based web applications.
Knowledge of XML
Knowledge of SQL Server administration.
Experience of using TFS.
Strong knowledge of IIS configuration and management.
Detailed understanding of the .NET framework.
Exposure to C#, XHTML, CSS, javascript.
Experience of working with Photoshop and/or final cut pro.
Experience in executing test scripts and logging test outcomes.
Experience of running load/performance testing software.
Experience of using Microsoft Project for task planning and monitoring.
Experience of using and configuring website monitoring tools.
Knowledge and experience of using ITSM software.
Experience of managing small projects.
Experience of using UML.
Experience of using Agile methodology
Experience in a software testing role
Competencies
Able to manage multiple concurrent issues across a diverse range of websites.
Excellent skills in written English to present complex technical problems and solutions in simple business terms.
Excellent verbal skills to elicitate detail of issues or changes..
Strong time management skills
Strong reporting skills
Schedule management Project Management
Risk Management
Facilitating workshops and meetings to explore requirements/address issues.
Disposition
Passionate about user experience.
Process and detail oriented.
Motivated about web based technologies
Is customer focused, service delivery oriented
Comfortable operating within a fast-paced environment.
Able to work with minimal supervision.
Positive and self-motivated with a desire to succeed.
Works well in a team.
Proactive and shares information
Resilient, tenacious, adaptive
Please call Robin Carton – 01920 877111