Application Support Analyst

Description:

About the role
We have an exciting opportunity for an Application Support Analyst to provide professional and responsive support for off-the-shelf and bespoke software to agreed SLAs, facilitating end to end Incident and Problem resolution. This is a full-time permanent post and offers hybrid working spending 2 days based in our Oldham office and the remaining 3 days working remotely.

This Applications Support Analysts is a key position within our IT service and will support by overseeing the installing, configuration, and implementation of computer applications, identify areas for potential improvement and make recommendations as to the selection and customization of applications to best align with user needs and the organisations long-term goals by making application changes.

You will be responsible for provide ongoing assistance for application users, including troubleshooting problems and resolving issues. managing incidents and problems for applications, keeping customers informed of progress and managing internal and external suppliers. Perform routine support tasks and system admin duties, working with internal and external teams to resolve more complex requests and ensure continuation of service.

You will provide triage for application-based faults, bugs, and user queries, resolving or escalating as required. Identify and escalate major incidents, acting as a key part of the major incident resolution team. Monitor non-production and production processes, integrations, and systems, carrying out necessary remedial action to avoid interruption to service. Administer changes to data and systems, including optimisation of systems. Analyse error trends to ensure effective and efficient problem management to reduce repeat incidents.

What we’re looking for
To be considered for this position you’ll need to have a minimum of 3 years’ experience working in Application support ideally in a similar organisation and accomplished in 1st/2nd line application support maintaining enterprise applications with a good appreciation of applications design & development including database and infrastructure technologies.

We’re a customer-focussed organisation so we know that how we do things is just as important as what we do. In addition to being an established application support analyst, you’ll also have great customer service skills and be able to demonstrate the below essential experience:

* Excellent troubleshooting, problem solving & delivery skills coupled with a good understanding of ITIL support processes.

* Up-to-date knowledge of scripting, coding, and application software

* Proven experience of supporting; PaaS and SaaS solutions include MS Azure integrations.

* Awareness of structured development, analysis & project management methodologies

* Proven experience of documenting system maintenance and development activities

* Excellent customer service skills with ability to communicate effectively at all levels and work with cross-functional teams.

* Demonstrate the Guinness Behaviours

Desirable:

* Understanding context of social housing.

* Experience supporting, maintaining, and configuring NEC Housing (Northgate) or MS Dynamics CRM.

* Experience of working across different business areas, demonstrating customer focus and good corporate awareness

Essential Qualifications:

* Educated to Level 2 (C+ or Grade 9 to 4 GCSE or equivalent) or higher.

* Microsoft Azure Fundamentals or equivalent

If you’re interested in finding out more about the key responsibilities of the role and/or to ensure you meet the essential criteria, please review the role profile.

To be considered for this role please follow the online application process by submitting your CV and cover letter, ideally as one PDF or word attachment