PAM Group is a highly experienced occupational health and wellbeing services provider of Occupational Health, Rehabilitation, Wellbeing and Absence Management services in the UK; currently supporting more than 700,000 employees across more than 1,000 clients.

Working as part of a busy IT Operations team, the OHIO Data Analyst will provide implementation support to new clients on the OHIO application. The job holder will play a key role in ensuring that all onboarding and offboarding requests are handled professionally. They will represent IT to both internal staff and key 3rd party suppliers.

Key Responsibilities:

* Manage implementation of new client both internally and externally

* Troubleshooting concerns and issues

* Processing of hierarchy update

* Work with system team to recreate issues and deliver permanent fixes to recurring system issues.

* Create and maintain knowledge base articles to share workarounds and document solutions for known issues. Document standard changes or standard operating procedures.

* Manage resolution according to agreed SLAs and KPIs.

* Working to ITIL aligned processes.

* Make suggestions to IT Operations Manager on improvements that could be made to the OHIO Support team to improve the level of service offered.

Essential Skills

* Minimum of 3 years’ experience providing support to customers in an application support related role

* Excellent written communications skills

* Confident troubleshooting client issues and speaking to clients throughout the onboarding and offboarding process.

* Ability to multitask and prioritise tasks

* Ability to work independently and as part of a team

* Ability to problem-solve

* · Experience managing resolution according to agreed SLAs and KPIs

* · Excellent attention to detail

* · Awareness of GDPR/Data Protection policies and responsibilities

* · Excellent Customer Service Skills

* · Able to manage ad-hoc data requests from all levels within the organisation as well as external stakeholders.

* · ITIL Accredited (Desirable)

Personal Skills

* · Excellent oral and written communication skills.

* · Exceptional interpersonal, including teamwork and working co-operatively to achieve a common goal.

* · Be able to demonstrate the ability to work and communicate with many stakeholders with varying levels of IT capability and to handle a busy and varied workload.

* · Flexible approach to work and excellent problem-solving ability.

* · Ability to prioritise and use own initiative.

* · Good range of analytical skills and attention to detail.

* · Excellent customer service and stakeholder management skills, with the ability to build effective relationships.

* · Ability to effectively prioritise and execute tasks in a high-pressure environment.

* Exercises sound judgement and recognises when judgement is poor

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