Senior Support Analyst
MVIA
About the role
About
We are seeking an experienced and highly skilled Senior Support Analyst to join our Group IT division. This role is focused on providing advanced, system-specific support, ensuring stability, performance, and continuous improvement of critical business applications. The successful candidate will act as a subject matter expert (SME) for the designated system, supporting both technical and business stakeholders.
This role is ideal for someone who thrives in a fast-paced, results-focused environment and enjoys using technology and analytics to drive operational success. As the Senior Support Analyst, you will play a critical role in managing and optimizing automated systems to ensure outbound campaigns run efficiently, agent productivity is maximized, and key performance targets are achieved.
Responsibilities
- Provide 2nd and 3rd line support for the designated system, including incident resolution and root cause analysis
- Serve as the primary system specialist, maintaining deep technical and functional knowledge
- Monitor system performance, proactively identifying and resolving issues
- Collaborate with developers, infrastructure teams, and vendors to resolve complex problems
- Manage system configurations, upgrades, patches, and releases
- Document processes, troubleshooting steps, and system changes
- Support business users with system-related queries and training where required
- Participate in continuous improvement initiatives to enhance system reliability and user experience
- Ensure compliance with IT governance, security, and change management processes
Requirements
- Minimum 5–7 years’ experience in IT support, with at least 2–3 years in a senior or specialist role
- Proven experience supporting enterprise systems (e.g., ERP, CRM, or other critical platforms)
- Strong understanding of incident management, problem management, and ITIL frameworks
- Experience with system integrations, databases, and troubleshooting tools
- Ability to analyse logs, identify trends, and resolve complex technical issues
- Proven problem-solving ability and attention to detail
- Relevant contact centre technology or data analytics certifications will be advantageous
- Excellent communication and stakeholder management abilities
- Ability to work independently and under pressure
- Detail-oriented with a focus on quality and accuracy
- Proactive mindset with a continuous improvement approach
Requirements
- Proven experience supporting enterprise systems (e.g., ERP, CRM, or other critical platforms)
- Strong understanding of incident management, problem management, and ITIL frameworks
- Experience with system integrations, databases, and troubleshooting tools
- Ability to analyse logs, identify trends, and resolve complex technical issues
- Proven problem-solving ability and attention to detail
- Excellent communication and stakeholder management abilities
- Ability to work independently and under pressure
- Detail-oriented with a focus on quality and accuracy
- Proactive mindset with a continuous improvement approach
Responsibilities
- Provide 2nd and 3rd line support for the designated system, including incident resolution and root cause analysis
- Serve as the primary system specialist, maintaining deep technical and functional knowledge
- Monitor system performance, proactively identifying and resolving issues
- Collaborate with developers, infrastructure teams, and vendors to resolve complex problems
- Manage system configurations, upgrades, patches, and releases
- Document processes, troubleshooting steps, and system changes
- Support business users with system-related queries and training where required
- Participate in continuous improvement initiatives to enhance system reliability and user experience
- Ensure compliance with IT governance, security, and change management processes
Skills
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