Application Support Analyst (Manchester Area)

Job Title: Application Support Analyst

Location: Manchester (Hybrid – 3 days in the office)

Status: Permanent

Job purpose:

Provide 3rd line application support, managing incidents and escalations through to resolution

Communicate effectively with business stakeholders, internal and/or 3rd party support teams

Ensure resolution of incidents according to agreed SLA's

Apply problem solving skills to recreate, debug, identify and resolve issues

Perform root cause analysis of issues to prevent reoccurrence

Form part of the on-call rota for out of hours critical incidents

Provide proactive support & maintenance across the application landscape

Create, review and maintain support documentation for deploying and configuring applications

Monitor/deploy application updates & patches

Develop understanding of systems within the application landscape

Support internal projects with technical design reviews and environment builds/deployment

Key accountabilities

To be aware of and comply with all company policies and procedures, including but not limited to the Group/Company Data Protection policy, Equal Opportunities policy, Email and Internet Acceptable Usage Policy, in addition to Fire and Health and Safety Regulations.

The role holder may also be required to carry out any other duties within the scope and purpose of this role as requested by their line manager and in line with business needs.

Knowledge and experience

Experience managing Windows Server, IIS & Active Directory Services

Azure AD experience would be beneficial

Azure IaaS / PaaS experience would be beneficial

Knowledge of T-SQL (MS SQL) and/or PL/SQL

Knowledge of minor programming or scripting (.NET / PowerShell)

Experience using an IT Service Management Tool (e.g. SCSM, Service Now)

At least 2 years’ experience within an IT department

Previous experience in a similar role would be beneficial

An understanding of IT service management processes (e.g. ITIL) would be beneficial

Experience of Microsoft Dynamics (2012AX or 365) would be beneficial

Experience of Office365 administration would be beneficial

Experience of software deployment processes/systems (e.g. Octopus Deploy) would be beneficial

Skills and abilities

Strong written and verbal communication skills; comfortable working side by side with business colleagues to update, diagnose and resolve issues.

Team player; contribute to positive team spirit and inspire trust of others. Must be flexible and willing to work to task completion beyond normal business hours if necessary (including on-call rota).

Analytical and problem-solving skills; React well under pressure and utilises logical approach to resolving issues. Be tenacious and own issues until resolved.

Desire to improve self and systems; eager to learn a range of systems and technologies; take pride in work and suggest ways to improve quality

Qualifications

Degree level education (Computer Science or other relevant technical discipline) or relevant experience

Microsoft certifications or training

Foundation level ITIL