When you join Kainos, you get to think beyond limitations to make an immediate and positive impact – like transforming digital services for millions of citizens or helping Fortune 500 companies get live and thrive on Workday. You’ll be part of a people-first culture that is growing around the world. We’re a creative, committed, and diverse group of individuals who succeed as a team. At Kainos your ideas are heard and valued and you’ll leave a legacy that you can feel proud of.  Join us and discover how our people write our story.

As a Support Engineer (Senior Associate) in Kainos, you’ll be responsible for analysing and solving complicated technical issues within the CRM application.  You will adhere to ITIL standards and will participate fully in the Incident management lifecycle.   You will work closely with clients, internal teams, and 3rd Party vendors to ensure that problems are resolved. You’ll do this whilst learning about new approaches, with talented colleagues that will help you to learn, develop and grow. 

Your key responsibilities will include:

• Providing day-to-day technical support to internal and external customer.
• Proactively taking ownership for incidents in areas of expertise and designated responsibility participating fully in the incident management lifecycle.
• Liaising with customers as required, presenting a professional image of Kainos, escalating, and reporting back to the Service Manager/Lead consultant.
• Configuring and solving issues within the relevant applications.
• Taking the lead in providing a support service to clients ensuring compliance with Service Level Agreements.
• Will have an awareness of overall client business requirements and impact on Kainos and client commercials.
• Delivering within commercial constraints that apply to the support agreement.
• Producing technical documentation and procedures as necessary within the relevant applications.
• Ensuring that deliverables are consistent with Kainos and/or client policies, strategies and constraints.
• Applying all relevant standards and procedures to their own work.
• Taking responsibility for team projects as required.
• Leading by example in both technical and non-technical aspects of the job.
• Recognising and raising business opportunities.
• Maintaining a current knowledge of relevant technology developments and actively shares knowledge.
• Advising customers on the technical, operational, and business impacts of processes, incidents and RFCs.
• Involving development/infrastructure team/third parties as appropriate.
• Contributing to service review meetings.
• Complying with all confidentiality and non-disclosure policies and/or agreements and always ensures security of information.

MINIMUM (ESSENTIAL) REQUIREMENTS: 

• Experience of providing functional/technical CRM Dynamic Sales application support.
• Experience of providing functional/technical Power Platform Support
• Good communication skills, with the ability to communicate issues to other technical people, and major stakeholders within the business.
• Can recognize and flag issues outside area of own expertise or responsibility to team leader or manager, as appropriate.
• Experience of working in a collaborative team environment and capable of sharing knowledge upskilling

DESIRABLE: 

• Relevant certification. (MB-910, PL-200)
• Extensive experience in supporting solutions based on CRM Dynamic Sales application.
• Good understanding of relevant software development tools and best practice.
• Good understanding of quality practices as applied to the applications, such as document review.