Enterprise Content Management (ECM) Support Analyst
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| Job Type | Permanent |
| Area | Milton Keynes, United Kingdom |
| Sector | IT |
| Start Date | |
| Job Ref | PH9566 |
- Description
Salary: £30,000 to £40,000 + 25 days holiday, 8 bank holiday days and an additional day near Christmas + Pensions, Insurance, Bonus and LOTS more
My clients’ Enterprise Content Management Support team are responsible for several solutions built around Meridio / Content Manager utilising Repstor, Kofax Total Agility, K2 and custom .NET and SQL applications. The teams primary responsibility is to maintain high standards of availability and performance of the solution, however the actual day to day activities will vary significantly dependent upon where the team is within the cycle of analysis, development, test, release and on-going support. The team is growing and this is your chance to join the existing team in response to a significant programme of change as the firm moves its document management solution forward.
Role description
This role has a continuous background task of 3rd line support and call resolution, monitoring and resolving of document management, scanning and workflow related errors and facilitation of new fileplan requests. In addition there is a requirement to assist with the in-house development cycle such as preparing the testing environment, unit testing, package testing and UAT of other applications / regression testing to identify any impact on the ECM solution. There will also be a significant responsibility to perform knowledge sharing between Development, Server Operations and Document Management champions verbally or in the form of written documentation.
The analyst must be an ambassador for the company ECM solution and work with the team to help maintain the quality of the product, increase the usage within the business and strive to improve the user experience in any way they can. Working in a busy team, the role requires a high level of technical competency and broad technology skills as they may be called upon to assist with a wide variety of support and development related tasks.
Responsibilities
· Assist with the 3rd line support – call resolution, go live and release support, helpdesk documentation and knowledge sharing and work on problem records
· Custom Application Monitoring – ensure systems and related data feeds are running successfully, troubleshoot problems that occur
· Assist with Admin functions - support mailboxes, monitor and resolve scanning, workflow & custom application errors
· Assist with vendor calls – log, monitor, provide logs, test fixes, raise bugs
· Assist with in-house development cycle – assist with Unit testing during development for BAU maintenance, reactive support and projects
· Perform daily checks
· Assist with business led data manipulation i.e. Exports, restructuring
Requirements
· Reports to the Meridio/CM Team Manager
· Works very closely with the Meridio/CM Configuration Manager and other Support Analysts
· Liaison with ITS staff from all groups as appropriate
· Liaison with the business to help resolve user issues
· Liaison with suppliers to progress troubleshooting and issue recreation
Qualifications
· Degree level qualified or equivalent
· Qualified through experience
· Excellent communication skills
· Ability to work on their own initiative
· Professional and confident manner and a willingness to promote the use of document management solutions
· Ability to present data simply and effectively
· Understanding of the principles of Document and Records management, ideally gained in a support capacity
· Experience of K2, Repstor, Kofax, KTM, Fujitsu scanners and image processing
· Advanced knowledge of Microsoft Operating Systems and Office
· Exposure to application support, development, test and release processes, ideally gained within a professional corporate environment perhaps as 3rd line senior support analyst
· Experience working with .NET and SQL application developers
The ideal candidate would also have:
· Experience of using Service Now or / and VSTS
· Experience of supporting HPE Meridio or MicroFocus Content Manager
· Working knowledge of DevOps processes and GDPR
Job Title: Enterprise Content Management (ECM) Support Analyst
Location: Milton Keynes
Salary: £30,000 to £40,000 + 25 days holiday, 8 bank holiday days and an additional day near Christmas + Pensions, Insurance, Bonus and LOTS more
Job Type: Permanent
Job Reference: PH9566
Wilde Associates is working in the capacity of an Employment Agency in respect of this role
