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Job Title:  Support Analyst

Req ID:  26545
Job Category:  Information Technology

Derby, DBY, GB, DE21 6LY


At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.

Position Summary

Supports the SynergyTrak Service Manager in delivering expert application support and functional consultancy for the SynergyTrak user base.

The SynergyTrak Support Analyst is responsible for providing 2nd/3rd line application support and delivery for the SynergyTrak track and trace product. The role involves technical systems administration of the SynergyTrak databases and infrastructure, provision of expert technical support to both colleagues in IT and system end users, implementation of SynergyTrak software and features at both internal and customer sites, and software defect management in conjunction with the SynergyTrak Development team.


70% Systems Administration and Technical Support

  1. Provides application support and system/database administration, acting as an escalation point for the Service Desk team and ensuring that logged tickets are dealt with promptly and efficiently.
  2. Troubleshoots and resolves issues with the SQL database platform (availability, performance, clustering, scheduled maintenance tasks) and schema (indexes, views, stored procedures).
  3. Troubleshoots and resolves issues with peripheral infrastructure including (but not limited to) web/application servers, terminal servers, network load balancers, and print servers.
  4. Manages the technical configuration of the system, including areas such as facility setup, workflow management, security and permission sets, printer management, and reporting.
  5. Creates and maintains application support and training materials.
  6. Helps to promote effective user adoption of application features and proactively drive enterprise application improvements.
  7. Helps provide training and consultation on new software features.


Duties - cont'd

30% Project Work

  1. Assists with system implementation/roll-out at new sites (requiring occasional national and international travel).
  2. Serves as project lead for or assists with the roll-out of new software features and system changes at both internal and customer sites (requiring occasional national and international travel).

Works closely with IT Services and operational teams to support planning and implementation of system changes and smooth transition to support.

Education Degree

    Required Experience

    1. 2 or more years of job-related experience with an IT Service Desk or comparable IT support team, covering the following areas:
      1. Basic IT troubleshooting and call/ticket handling.
      2. Customer service (communication, managing expectations).
      3. Multi-tasking and management of limited/available resources.
      4. Hardware installation and support.


    Preferred Experience

    1. (Optional/desirable) 1 or more years of job-related experience in a systems administrator, enterprise application support, or comparable IT role, covering the following areas:
      1. Management and troubleshooting of in-depth/advanced IT issues.
      2. Database administration.
      3. Project work/management.
      4. Training/documentation.


    1. Strong SQL Server knowledge (SQL Server 2005 and later).
    2. Good understanding of the practical deployment of ITIL service management best practice.
    3. Demonstrable experience of supporting and administering web applications in a Microsoft environment (IIS, .NET, etc.).
    4. Experience of managing external and internal customer relations.
    5. Ability to work proactively and plan, organise, and manage own workload.
    6. Strong critical thinking, verbal reasoning, and analytical skills.

    Strong communication skills and ability to deal professionally with people at all levels.



    STERIS is a leading provider of products and services that meet the needs of growth areas within Healthcare: procedures, devices, vaccines and biologics.  We exist to fulfill our MISSION TO HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD. STERIS is a $3B, publicly traded (NYSE: STE) company with approximately 16,000 associates and Customers in more than 100 countries.

    STERIS strives to be an Equal Opportunity Employer.  

    Req ID:  26545
    Job Category:  Information Technology

    Derby, DBY, GB, DE21 6LY

    Job Segment: Help Desk, Information Technology, Service Desk, SQL, Database, Technology, Customer Service