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Software Support Analyst

Innovative Systems has an opportunity at our London city office for a bright, technically talented Software Support Analyst to provide post-sales operational and application support of Innovative’s leading data quality, data management, and risk/compliance solutions. 

As a Software Support Analyst, you will respond to, analyse, and resolve customer issues while also providing crucial support to Innovative’s implementation consultants and account management teams throughout the client lifecycle. The successful candidate will have excellent interpersonal, problem-solving, and SQL skills.

This is an opportunity to work alongside a team of highly skilled professionals while building a career with one of the fastest growing global leaders in the exciting FinTech/Compliance space.  You will have the opportunity to travel to our World Headquarters for training and mentoring by some of the best and brightest in the industry.  

What you will be doing…

  • Provide troubleshooting, technical, and operational support to customers of Innovative’s suite of products via web-based tools, email, and occasionally by phone
  • Serve as a technical resource for Innovative’s product delivery and software implementation, account management, and other internal teams
  • Perform root cause incident analysis and manage customer expectations of response time and issue resolution
  • Respond to and resolve issues in a timely manner, engaging other team members as appropriate
  • Develop SQL scripts and other custom software processes as required
  • Provide timely communication of customer issues and needed/desired product enhancements to the appropriate team/individual
  • Review, validate, and provide feedback regarding documentation of software products
  • Assist with software release activities as needed
  • Maintain on-going knowledge of Innovative’s products and updates
  • Perform other related duties as assigned or requested

The qualifications you must have include

  • Bachelor’s Degree in Information Systems, Computer Science,  mathematics, or related technical concentration
  • Achievement of level 2:1 or higher
  • Experience with  SQL databases and SQL programming language OR Proven SQL administration experience
  • Highly analytic with strong problem-solving /creative thinking skills
  • Excellent  verbal and written communication skills
  • Highly motivated with a strong work ethic
  • Able to work effectively alone and as a collaborator
  • Able and willing to work flexible shift including Sundays and early shift
  • Able and willing to work after hours call customer support rotation as needed

It’s a plus if you have…

  • Prior experience in a customer/product support role
  • Expertise with Unix/Linux operating systems
  • Expertise with batch scripting
  • Server side testing experience with Web Services
  • Strong knowledge of testing processes and methodologies (plan, design, execute, report)
  • Prior experience in banking or financial services
  • Experience with anti-money laundering regulations, solutions, or software including Know Your Customer/Customer Information Programs (KYC/CIP)
  • Multi-lingual skills in : Arabic, German

Innovative provides you with…

A challenging, fast-paced, highly collaborative, and friendly environment where you get to learn from and interact regularly with teammates from offices around the globe.  Innovative offers competitive compensation and benefits including health and pension schemes.

About Innovative…

Innovative Systems, Inc. has been a dynamic global leader in the development and delivery of high-performance, customer-centric software data quality, master data management, and risk/compliance products and services for nearly 50 years.  Innovative’s ongoing double-digit growth is a testament to its strength as an industry leader. 

Our cutting-edge software products and services have helped enterprises in over 45 countries to better understand their customers, minimize fraud and risk, improve customer service, execute more effective marketing programs, meet regulatory requirements, and make improved business decisions.  Innovative’s World Headquarters are located in Pittsburgh, Pennsylvania, USA.  Innovative also has offices in London, UK; Frankfurt, Germany; Mexico City, Mexico; other locations include Singapore and representatives in Colombia, the Netherlands, and Norway.

At Innovative, we look for exceptional individuals who see possibilities, not limits! If you are passionate about your career and have a thirst for challenge – this may be the place for you!

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