Location Homeworker Reporting directly to: Technical Delivery Lead Hours: 37.5 hours per week Salary and Benefits: £35,000 per annum Type of contract: Permanent Work Pattern: Monday to Friday, 9.00am to 5.30pm with one hour unpaid for lunch About us: Paragon Customer Communications (PCC) is the leading global provider of multichannel communications to their customers. This role is aligned to the Technology business units. The Technology teams are located across multiple sites across the UK and India specialising in delivering Customer Communication, Web & Publishing services to PCC clients. These service lines include high volume personal and sensitive data processing; communication generation, digital delivery and presentment, physical print and mail manufacturing, data capture scanning & indexing. Responsibilities: · Receives requests for change activity from business users and clients. · Prioritises requests with agreed criteria and the needs of the organisation in accordance with SLAs and current processes and procedures. · Provide SME knowledge for your applications to ensure the needs of the client and organisation are met. · Investigates problems, support and change requests and determines appropriate actions to take. · Within own area of competence, provides correct responses to requests for changes by means of, for example: developing work-a-rounds, site-specific enhancements, manipulating data, and application scripting /configuration or application development. · Within your own area, implement changes to your applications, update operating procedures, carry out the training of users or operations staff, producing additional application documentation, or escalating requests as required. · Minimise downtime of in-scope applications. · Responsible for processing incidents encountered post implementation during warranty period. · Support processing by ensuring that any new changes to existing applications are operationally acceptable. · Effective proactive monitoring of applications to report outages, effective incident management support across your live applications. · Support improved processing through analysis of internal incident trends and spotting and highlighting problems. Support effective operations through accurate record keeping of asset config details for all application environments. Competencies: The Software Engineer should be a confident, organized, tenacious, task-oriented and results-focused team player who can demonstrate drive for results, effective team and stakeholder management, multi-tasking, a genuine concern for quality, proactive ownership & initiative. Proven experience in a high-demand, fast paced environment where priorities are regularly changing is desirable. The role it will require additional hours work outside business hours from time to time and occasional travel. · Skilled relationship builder with good all-round communication skills, Analytical thinker with good attention to detail · Passionate about quality across all layers of application development; from design to the user experience · Sets and achieves high levels of performance and continually strives for personal improvement · Self-motivated and results driven · Confident judgement demonstrated in a multi-tasking environment · Organised, effective under pressure and able to consistently deliver · Determined, self-sufficient and resilient · Team player · Flexible and mobile (average 1 days per week away from home/office required) Key Skills: · Educated to degree level preferred but not essential if has significant industry experience · Advanced technical/IT awareness and ability to identify new technologies and tools · Advanced Knowledge of Outbound processing applications, for example VIP/VDE/PIOM, Sefas · Knowledge of integration applications and Web services, for example SI, SOAP, REST · Knowledge of MI/BI applications · Understanding of Operating Systems, Operating Infrastructure, Networking and Communications · Understanding of Programming Languages, for example .NET, C#, SQL · Experience of application delivery lifecycle management · Experience of working in a Technical support / Operations/ Data processing environment · Experience working with diverse subject content and varied approaches that are highly complex · Experience of working on multiple projects and managing multiple customers at the same time · Can identify original and innovative solutions to problems · Ability to undertake a broad mix of technical, operational, supplier management and client facing tasks · Proven track record of delivering objectives to time, cost and quality · ITIL and project management experience desirable Personal Attributes: · A positive, enthusiastic, and authentic team worker · Confident and assertive in the management and direction of virtual teams · Committed, resilient and prepared to work extra hours as required. · Takes ownership and is accountable. · Enthusiastic about change excellence and quality. · Strong negotiation skills. · Results oriented and driven by goal achievement. · Ability to remain calm and professional when dealing with challenging circumstances.