Third party Applications Specialist with Line Management responsibility.

• Working as part of the Commercial Applications team supporting a number of 3rd Party applications and processes, including Range and Space planning suite (Galleria-RTS), PLM (Product Lifecycle Management – MICROS MyCreate), Nielsen (Spaceman) and RGIS (Smartspace /AutoCAD).• Supporting incidents with systems and processes and also suggesting and recommending development and/or new solutions relevant to the business.• Manage and maintain the relationship with key business stakeholders, internal IT teams, Project resources and 3rd Party Suppliers to ensure business continuity and all future requirements are met.• Control accuracy and content of team documentation, training material, system and process diagrams and resources.• Define test requirements and participate/co-ordinate testing activities and control the environments used by the business and projects to achieve this. Ensure validity of the test systems and perform all relevant software upgrades.• Engage with all contacts within the business, project teams, technical IT services and 3rd party consultants to understand and assist develop system requirement. Gain knowledge of processes and business activities to aid functional enhancement via varying size projects.• Arranging and performing of regular 3rd Party service and account reviews, ensuring continuation of expected benefit to the business and owning/progressing any improvements or enhancements.

• Investigate and either resolve or escalate incidents from frontline support using the RightNow CRM ticketing system. • Provide Right Now CRM administration and reports for the Support Department.• Monitor the various ODIN systems and server infrastructure and investigate or escalate any issues that arise.• Provide a quality level of service to both internal and external customers • Escalate issues to 3rd line which require further investigation at a programming or source code level, this would include T-SQL and other programmed scripts located on a SQL Server database• Investigate data related issues in the SQL Server Database, XML, Logs, events, windows events• Re-start or recycle services, windows, web services, IIS, IIS application pools, other 3rd party applications• Provide ODIN administration support functions for admin tasks which cannot be performed via the standard ODIN front end (upload templates, update user brands etc)• Provide ad-hoc data dumps when necessary from the SQL Server database• Add reports to our reporting system using SQL Server Reporting Services• Develop queries for our management reporting tool• Provide out of hours support when reasonably required• Awareness of the PLM and GLM market sectors within the sphere of FMCG for both retail and leading brands.• Awareness of the packaging artwork production processes and systems, in particular Adobe illustrator and templating.• Adhere to relevant internal and external standards, such as GAMP5 &, ISO270001. Ensure compliance by diligently following the prescribed processes and generating the required documentation and audit trails.

• Provide client and user facing support for the Artwork and Specifications systems provided to all clients of SBT• Understanding of the processes required and used for all types of users, and guiding those users through those processes when required.• Liaising with 2nd Line and Development teams to better understand system issues and suggest possible resolutions and implement them back into the user base.• Resource to other Sun Branding departments on system and process issues, suggesting courses of action and providing direct solutions where possible. • Dissemination of knowledge and resource for all SBT Products and particularly specialised in ASPECT Artwork and Specification function and processes.• Assisted in the continued improvement in Odin Customer Care processes, including addition and maintenance of knowledge bases, training of outsource colleagues and developing and documenting best working practices of how to run the helpdesk.• Completion of SQL for Microsoft SQL Server course to now provide additional Support to 2nd Line team involving Data Resolutions within SQL environment, thus further expanding the knowledge of the ODIN systems already gained.• Provide training and act as Mentor to the Support Outsource resources for all SBT Products, specifically acting as the main consultant for ASPECT. Acting as the main resource requires the need to explain the Artwork and NPD Processes to a degree that can then be used to provide assistant to the client user base.

- Provide support to all emisIT testing, implementation and documentation departments - Provide Senior Management of Software Support Services with weekly and daily statistics, suggesting improvements and amendments to the report processes on a progressive basis. - Escalation of high priority service desk incidents to development and resolution of complaint issues with clients. - Assistance with server patching procedures during out of hours, and also to engineers installing on site when necessary. - Assistance to selected 3rd party IT suppliers with relation to Server Management, Group Policies, Backups, Citrix, SQL server. - Provide ongoing staff training, Train new and temporary staff members and internal Administration Teams including Service Managers.

• Providing support on all software support issues including error processing, fault finding and training.• Internal department training and assistance to other team members in specialist areas of hardware fault finding and consumable advice.• Identifying and escalating fault trends and where possible suggesting fault resolutions.• Time and task management including resolving individually assigned faults over long time scales.• Knowledge of M(UMPS) programming language and standard Microsoft products including Word and Excel.• Supporting work standards departments to achieve ISO standards of data confidentiality.

• Advertising responsibilities including creation of proof adverts using Abobe PhotoShop and MS Publisher for local and national advertising.• Organisation and implementation of sales exhibitions in Yorkshire region including advertising and marketing of the event.• Direct sales experience to members of the public selling overseas property. Involving organising face to face consultations in order to sell products and services.• Follow up sales trips to overseas destinations in order to clinch and influence sales organised in the UK .• General day to day management of all office administration, customer enquiries and problems, property management and property development.• Sales experience in UK Property market. Selling renovated properties and finance options to prospective clients within UK.• Running of small office network and design and implementation of web sites on a self employed basis.

- Knowledge of customer logging database and support software. - Customer based technical support role to GP surgeries in UK - Liaising with customers to extract relevant information in order to solve problems. Dealing with non technical members of working practices in a supportive and understanding manner. - Problem solving and technical implementation of fixes - Extensive knowledge of Windows networking, Hardware (Printers, PCs, Scanners, Modems etc) and related solutions to known faults.

- Phone based customer service - Interact with clients continually in order to gain information and process their fault through to the correct department.- Handling of customer problems and suggesting products and services that can solve problems or expand current operations