Support Analyst at Worldline () (allows remote)

Support Analyst at Worldline () (allows remote)

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Type: Full Time
Created: 2021-12-31 05:00:32

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At Worldline, our technology addresses persistent challenges of the payment world. We design and operate leading digital payment and transactional solutions that enable sustainable economic growth and reinforce trust and security in our societies. If you are a highly-skilled Support Analyst, then get ready to join our company. We have many hardworking and dedicated peers that would love for you to work with them. We are committed to continuous improvement. We are always looking for new and innovative ways to improve quality, reduce costs, build excellent solutions, and grow customer happiness. We would like to welcome an organized, innovative and process driven colleague to our team.

Your day-to-day responsibilities include:

  • You provide Middleware technical expertise to both customer teams and the Crewe Rail Operations team You deliver working technical solutions within agreed timescales
  • You ensure that Incidents, Problems and Changes are updated and closed in a timely and efficient manner within the Atos/Worldline helpdesk systems (ServiceNOW)
  • You create Change Request documentation and use your expertise and communication skills to effectively represent them at both internal and external customer Change Approval Boards (CAB
  • You professionally communicate progress to customers avoiding jargon and maintaining a professional tone when under pressure
  • You work effectively with other team members to ensure that SLA targets relating to Middleware services are met
  • You ensure that Middleware components are patched as required and that any SSL certificates are updated in a timely manner
  • You engage with IBM regarding complex problems and work effectively with their teams to successfully resolve the issue
  • You demonstrate a strong team working ethic when working with other technical teams (internally and within customer organisations) to successfully deliver Middleware services to our customers
  • You assist test teams with WebSphere related queries arising from their testing
  • You use your technical expertise and strong documentation skills to produce impact assessments and estimates for new project work (e.g. new services, extensions to existing services, technology refreshes)
  • You create high quality documentation for use by other members of the support team
  • You undertake customer support and incident diagnosis/resolution on a 24*7 on-call rota basis
  • You undertake overnight support patching and software release work as part of a rota
  • You attend Problem Management and Post Implementation Review meetings when requested to do so by the Middleware Team Leader and take responsibility for ensuring that any actions that are assigned to you or the team are completed within the agreed timescales
  • You may be required to supervise or mentor junior staff
  • As the support team currently support a small number of non-Middleware applications as part of their on-call roster, there may be a requirement to learn about these applications in order to resolve some common issues whilst on-call roster, there may be a requirement to learn about these applications in order to resolve some common issues whilst on-call

Signs of success:

  • You ensure that Service Level Agreement targets are met on the Incidents, Problems and Changes that you are responsible for
  • You are able to effectively manage your time to cope with the demands of both support and project related tasks
  • You tackle issues which are blocking progress and suggest pragmatic solutions to resolve them
  • You seek to share your expertise with other members of the team to improve the levels of knowledge within the team
  • You identify improvements in support documentation and ensure that the updates are made in a timely manner
  • You follow through on actions which are assigned to you by the Middleware Team Leader
  • You continue to keep your skills up to date through on-line training, reading articles and experimenting with new technologies, often in your own time.

Skills we can’t do without:

  • You have extensive (> 3 years) experience of a WebSphere Middleware support role with the post holder being recognized as a Subject Matter Expert in at least one of IBM MQ administration, IBM Integration Bus adminstration or WebSphere Application Server adminisration.
  • You have experience of administering above WebSphere Middleware products in both Linux and Windows environments
  • Experience of using and configuring performance management tools such as Dynatrace, IBM ITCAM or similar
  • Understanding of Java - i.e. interpreting stack trace to understand whether the cause is application or WebSphere related

Skills we’d like:

  • You have experience of administrating the above WebSphere Middleware products within AWS, Docker or IBM z/Linux platforms
  • You have experience of IIB Message Flow development and support using ESQL, DFDL and Java nodes
  • You have experience of WebSphere MQ Internet Pass-Thru (MQIPT) and WebSphere MQ Telemetry Transport (MQTT)
  • Experience with Shell Scripting and PowerShell scripting
  • Experience of SQL coding and PL/SQL and/or T*SQL stored procedure coding
  • Knowledge of Oracle or SQL Server
  • Experience of other non-IBM Middleware technologies such as JBoss and ApacheMQ
  • You prove solid knowledge of managing Incidents, Problems and Changes in a service desk tool such as ServiceNOW
  • You have a ITIL Foundation certification.

In addition to joining a global leader in digital transformation, you can also expect an excellent range of benefits. These include: a rewarding salary, generous annual leave, private medical insurance, an attractive pension scheme plus many more. We also operate a flexible benefits scheme, allowing you to purchase discounted products and services. What’s more, we really value Innovation, Cooperation, Excellence and Empowerment. These values are reflected on our daily work. This is the core of our organization. At Worldline our top priority is to engage, encourage and develop you to help you improve your potential. In fact, we have comprehensive training and development programs in place demonstrating our dedication to developing your career. Our success comes from strong skills, new insights, diverse points of view and the energy of all women and men from Worldline. Not only do they represent the Heart and Face of our company, they are also key players in our success. We make leading our talents a major asset in the success of our business. Worldline is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or other applicable legally protected characteristics.

The 20 000 employees of Worldline are all different but share the same values. You can see it in the way we behave. We are curious and humble – we are learning every day, we keep things simple and everyone engaged. In our fast-moving industry, we are adaptable and life-long learners. Everyone demonstrates the same dedication to quality and efficiency. We have an entrepreneurial spirit and sense of service. Above all, we never turn our back on a challenge. These values nurture a dynamic and innovative team where everyone can develop and grow