Senior Application Support Analyst - Remote

The Senior Application Support Analyst provides third-line technical support for internal and external customers, ensuring the stability, performance, and continuous improvement of applications. This role involves diagnosing and resolving system issues, optimising software performance, collaborating with other teams, and leading technical problem-solving efforts.

Key Responsibilities

Technical Support & Incident Resolution

• Act as the escalation point for complex application issues and requests.
• Troubleshoot application defects, ensuring minimal disruption to live environments.
• Develop and maintain system monitoring tools to detect and prevent downtime.
• Run SQL queries, create import files, and make use of APIs to support data changes.

Application Configuration & Deployment

• Configure databases and client systems for new customer implementations.
• Assist in deploying software updates, patches, and configuration changes.
• Work closely with development teams to validate new applications and resolve software bugs.

Process Improvement & Automation

• Identify inefficiencies in application support processes and develop automation solutions.
• Assist in developing and maintaining strategic automations for the product teams.

Collaboration & Cross-Team Communication

• Work closely with development teams, bridging the gap between support and software engineering.
• Provide training and mentorship to junior team members.
• Engage with third parties and business stakeholders to communicate technical issues effectively.

Documentation & Compliance

• Improve and maintain accurate system documentation for configuration, troubleshooting, and best practices.

Ideal Background

• Proficiency in SQL Server, T-SQL, and KQL (Azure Application Insights), including writing queries and stored procedures from scratch.
• Experience troubleshooting application logs, Windows Event Viewer, and system errors.
• Hands-on experience with system integration, configuration, and maintenance.
• 5+ years’ experience in IT Application Support in a customer-focused environment.
• Strong SQL Server and Windows administration knowledge.

Desirable

• Microsoft certifications (Windows, SQL Server, Azure).
• Knowledge of .NET programming languages.
• Experience with iOS and Android troubleshooting.
• Familiarity with Azure, Power Platform, PowerShell, and enterprise IT solutions.
• Experience working within the ITIL framework and software development lifecycle.

Side Notes

• This will be a remote position with some attendance (once or twice a quarter) to their Coventry site.