Support Tooling and Automation Analyst

Who we are

Sustainability software specialist, AMCS, is headquartered in Ireland, with offices in Europe, the USA, and Australasia. With over 1,300 highly-skilled employees across 22 countries, we specialize in delivering technology solutions to facilitate a carbon neutral future.

What we do

Our innovative SaaS solutions increase efficiency and boost sustainability in resource-intensive industries. Over 5,000 customers across 23 countries already benefit from our Performance Sustainability software, ensuring we deliver practical solutions for improved profitability and environmental resilience across the globe.

Job Specification-Roles & Responsibilities

The Support Tooling & Automation Analyst is responsible for the assessment, implementation, optimization and maintenance of tools and automated solutions to enhance the efficiency and effectiveness of support operations within an organization.

Responsibilities include:

• Tool Management: Manage and maintain the organization's suite of support tools, including ticketing systems, monitoring tools, knowledge bases, and communication platforms.

• Tool Optimization: Analyse the effectiveness of existing support tools and identify opportunities for optimization. Implement enhancements or customizations to improve tool usability, performance, and efficiency.

• Requirements Gathering: Collaborate with support teams and stakeholders to gather requirements for new tools or features. Translate requirements into technical specifications for tool development or customization.

• Tool Implementation: Lead the implementation of new support tools or features, including configuration, testing, and rollout. Ensure seamless integration with existing systems and workflows.

• Automation: Identifying repetitive tasks within support processes and automating them where possible. This could involve scripting, coding, or using existing automation platforms to streamline workflows.

• Data Analysis: Utilizing data analytics to identify trends, patterns, and areas for improvement within support operations. This could involve analysing ticket data, customer feedback, and system performance metrics.

• Collaboration: Collaborating with cross-functional teams, including support engineers, developers, and system administrators, to gather requirements, prioritize projects, and ensure successful implementation of tooling and automation solutions.

• Documentation: Creating documentation and training materials to ensure that support staff are properly trained on using the tools and automation solutions effectively.

•  Continuous Improvement: Actively seeking feedback from support staff and stakeholders to identify areas for improvement and implementing enhancements to optimize support processes over time.

Overall, the goal of a Support Tooling & Automation Analyst role is to empower support teams to work more efficiently and effectively through the strategic use of technology and automation. 

Candidate Profile

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering or equivalent experience

• Proactive, positive, self-starter with a passion for continually improving the processes around you.

• Strong commitment to ensuring customers’ business objectives are achieved.

• Ability to work independently as well as within a team environment.

• Excellent oral and written communication skills with both technical and non-technical audiences

• Possess interpersonal skills, successful at developing and managing relationships at all organisational levels, both internally and externally

• Ability to communicates complex issues and to adapt message with all audiences.

• Project management skills with the ability to manage multiple initiatives simultaneously and drive projects to completion.

• Knowledge of ITIL framework and IT service management (ITSM) principles is a plus.

• Fluent in English

 Join us drive a more sustainable future and enjoy these benefits:

• Health insurance covering up to three dependents

• Employee shuttle service

• On-site food and free flowing coffee

• Allowances

• Comprehensive learning and development platform that provides on-the-job training on key skills with the ability to regularly self-assess and track your progress centrally

• 15 vacation leave and 15 sick leave