Document Support Analyst

Nottingham, UK
29 Aug 2019
09 Sep 2019
Contract Type
Full Time
The Team...

The Professional Services Team works directly with GBG IDscan customers to resolve issues (technical or document related) reported by our customers. Working to resolve customer issues is our priority; however, IDES (IDscan Document Expert System) is the brain behind IDscan document processing technology and many teams in IDscan work on IDES to keep improving it from different aspects.

IDES is the processing engine that takes images from various sources and processes them to recognise, authenticate, and extract information from different types of documents (including proof of ID, and proof of address documents). This team will ensure IDES is maintained and grows along with all the new documents that are introduced into the market

The Role...

The successful candidate will work on enhancing, improving and expanding the IDscan document library used as a tool in document verification process. You will follow IDscan document definition process classifying and defining security features of various identity documents. You will also be responsible for running regression tests and providing analytical reports on the changes/improvements made to the library. Additionally you may be required to provide support the FDE (Forensic Document Examiner) team by professionally assisting and validating various identification documents supplied by GBG IDscan customers.

What you will do...

You will:
•Manage document samples in a controlled careful and responsible manner as prescribed by IDscan.
•Define new document types or enhancing the existing ones.
•Regression test new document library packages and compare against older versions.
•Prepare reference data to build your document knowledge and help to train our software.
•Respond to customer requests over live chat, portals and emails.
•Review semantic and visual features of identity documents.
•Manage daily transcript reports.

To be successful, we are looking for:

•Data analysis and critical thinking skills.
•Ability to adapt and make decisions.
•Good communication skills, writing documentation skills and reporting, as well as an excellent command of the English language.
•Customer-focused individual with a drive to ensure customers have and continue to have a great experience when dealing with GBG.
•Fast learner for new tools, and IT systems.
•Baseline technical skills (Windows, Internet, Emailing, Microsoft office).

•Detail-conscious and committed to keeping accurate and up to date records
•Supports others and recognises the importance of teamwork.
•Shows evidence of clear analytical thinking. Eager to learn and determined to deliver excellent service to customers.
•Ambitious with 'can-do' attitude.
•Organised and able to work independently and on their own initiative.
•Flexible attitude towards business hours and weekend may be required.

•Ability to collate information, analyse the data and come up with solutions to problems
•Data/Information research skills.
•Basic Photoshop/Designing Skills knowledge.
•Knowledge about data protection and privacy.
•Knowledge about identity documents.


• Our office is located on the Business park
of Wilford Industrial Estate, Ruddington
Lane, West Bridgford, Nottingham, NG11
• Working hours:
Mon-Fri 11:30am-8pm
Occasional weekend cover may be required to
accommodate annual leave and sickness.
This will be scheduled on the rotational
Sat: 8am-6pm
Sun and Bank Holidays 11am-5pm
• 23 days holiday/ pro rata plus additional
Birthday day off
• Pension scheme
• Optional private health care
• Convenient public transport

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