Junior Product Support Analyst

Job Title: Junior Product Support Analyst

Location: Hybrid working, home & Tech Hub Coimbra (monthly visits)

Working Hours: Monday - Friday, 40 hours

Job Status: Permanent

Who we are!

The Constellation Automotive Group is the largest vertically integrated digital car marketplace in Europe, combining the leading digital brands across the segments of Consumer to Business (C2B), Business to Business (B2B) and Business to Consumer (B2C). Across our digital platforms we exceed

£20billion of Gross Merchandises Value (‘GMV’) on an annual basis. This includes market leading brands such as BCA, We Buy Any Car, cinch and Marshall.

https://www.constellationautomotive.com/techhub

The Constellation Technology Team provides a group-wide set of Technology Products and Services across the Constellation Automotive Group.

About the Role

Our Junior Product Support Analyst is a vital member of our operational team and ensures our mission critical systems and services are delivered and supported to service level expectation. Working within a team of support analysts, the role requires in-depth understanding of our IT systems, services, feeds and flows to ensure the highest levels of service availability are provided to our customers.

As a Junior Product Support Analyst, you will need to ensure our operational documentation, service transition, incident, problem and change management practices are both efficient and effective in meeting our service level objectives and key performance indicators.

You will be required to attend key service meetings and development ceremonies such as project workshops, planning and scrum meetings to ensure our operational acceptance criteria is understood and thoroughly addressed throughout our service design and transition activities.

Working closely with our product engineering, Service Delivery Management and Technology Operations teams you will be required to take a proactive approach in ensuring our systems and services are delivered with the right level of functional and non-functional needs prior to the release of new services.

In summary, our operations analysts are the vital lynch pin between our development and operator team and ensure we can effectively integrate, schedule, monitor, alert, measure, triage and report on the services we provide to the business 24x7x365.

Main Duties/Responsibilities

1. Work closely with our Service Delivery Management, Service Desk, IT Operations Centre, Data Centre, Cloud Operations, Product Ownership and Engineering functions to better understand incident root cause, resolution, and improvement activities.
2. Close communication with our customers via Teams, Incident Management portal and email on expected actions, updates and resolution activities.
3. Ability to create and maintain effective operational documentation, training and testing support materials thus ensuring our operators can perform to required standards.
4. Able to investigate and resolve service problems and incidents using suitable workarounds or permanent fixes.
5. To effectively triage and manage service requests, incidents, problems and changes using appropriate ticket management systems ensuring impact and urgency is fully understood.
6. To support our in-house development, test and release teams wherever required.
7. Ability to prioritise own workload and support your colleagues wherever possible.
8. Pro-active monitoring of live services, statistics and system events using tools such as Application Insights and Dynatrace.
9. Hands on and advanced level use monitoring system alerting, scheduling and batch processing tools to better understand service incidents and improvement opportunities.
10. Attendance at functional and non-functional ceremonies as and when required.
11. Knowledge sharing of issues and resolutions to empower self and mentor others moving forward.
12. Application of data control fixes to our user acceptance, pre-production and production when and where authorised to do so.
13. Foster strong and positive working relationships with peers and customers.

Desirable Skills and Experience

• Good standard of written and verbal communication skills.
• Ability to work effectively within teams or as an individual contributor.
• To be self-motivated, dependable and trustworthy with a genuine ‘Can Do’ service attitude.
• Excellent customer service and communication skills and be confident managing your own workload.
• Methodical, pragmatic and creative when working under pressure and to tight timescales.
• Proven operational understanding with flexibility and ability to support out of hours.
• Sound understanding of testing and release management importance, methodologies and structure.
• A recognised team player with flexible approach to working environment.
• Appreciation of development software delivery life cycles.
• High-level understanding of programming languages such as .Net, Java, RPG, CL and C#.
• Good technical ability and understanding of infrastructure and networking e.g. FTP, SSL.
• Understanding of how websites are constructed and developed along with the technical ability/desire to investigate different services issues such as user interface and backend integration problems.
• Ambition to want to know what is going on behind the scenes and to recreate service issues.
• Ability to take ownership and responsibility for quality.
• Must be able to adapt to changing conditions and requirements.
• To be able to go that extra mile where necessary with a focus on “customer service”.

Please note that only applications submitted in English will be considered.

Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief or disability.