ITSM Application Support Analyst

About The Role Team – IT Service Management Working Pattern - Hybrid – 2 days per week in the Vitality Bournemouth Office. Full time, 35 hours per week. We are happy to discuss flexible working! Top 3 skills needed for this role:

• Analytical and problem-solving skills
• Proactive and able to work under own steam
• Experience of administration functions within an application/system

What this role is all about: As an ITSM Application Support Analyst, you’ll play a key role in ensuring our ITSM platform runs smoothly, is user-friendly, and issues are resolved quickly. You’ll support everything from access management and request fulfilment to incident and problem resolution, working closely with teams across the business to improve workflows and automation.Key Actions

• Self-prioritise their own workload and manage this effectively in line with SLAs and OLAs that are set for the application
• Manage the health of the application and track this with dashboards and reporting
• Monitor all incoming tickets/cases for agreed solutions and ensuring that self-service, self-healing and best practice are encouraged and promoted
• Create and maintain quality documentation to support training, resolution and application management
• Analysis and diagnosis of application errors
• Ensure all users have appropriate access to the application and that joiners, movers and leavers tasks have been completed in a timely fashion
• Monitor, review and test enhancements to the application on a weekly basis, ensuring the application continues to deliver the best value for our users
• Understand service requests and challenge where appropriate to ensure the integrity of the application
• Support the user base with reporting and dashboard queries
• Proactively develop own knowledge of the application and be an ambassador for it

What do you need to thrive?

• Degree level or equivalent + 1 to 3 years of IT and business work experience
• The ability to communicate technical concepts clearly and effectively, both written and oral
• Excellent analytical, critical thinking and problem-solving skills – the ability to draw out requirements from non-technical users
• Experience of working within deadlines, operating in a high-pressure environment
• Good interpersonal, communication and presentation skills
• Team player, with a positive and customer focused outlook

So, what’s in it for you?

• Bonus Schemes – A bonus that regularly rewards you for your performance
• A pension of up to 12%– We will match your contributions up to 6% of your salary
• Our award-winning Vitality health insurance – With its own set of rewards and benefits
• Life Assurance – Four times annual salary

These are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page. Fantastic Benefits. Exciting rewards. Great career opportunities! If you are successful in your application and join us at Vitality, this is our promise to you, w e will:

• Help you to be the healthiest you’ve ever been.
• Create an environment that embraces you as you are and enables you to be your best self.
• Give you flexibility on how, where and when you work.
• Help you advance your career by playing you to your strengths.
• Give you a voice to help our business grow and make Vitality a great place to be.
• Give you the space to try, fail and learn.
• Provide a healthy balance of challenge and support.
• Recognise and reward you with a competitive salary and amazing benefits.
• Be there for you when you need us.
• Provide opportunities for you to be a force for good in society.

We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy.About The CompanyWe're really excited to announce that we have recently been awarded "Top 10 Best Places To Work" in The Sunday Times Awards 2024!Vitality is a multi-award-winning UK insurance brand, here to make the world a healthier, happier place.We’ve been a purpose and values-driven business from day 1- long before it became fashionable. Our core purpose is to make people healthier and enhance protect their lives. Vitality pioneered shared-value insurance. We incentivise people to live healthier longer lives – they benefit, our business benefits, and society benefits. We’re successful because we attract, develop, and retain the best people – and because we care.Plus, you get to join our 1.7+ million members with access to our unique health insurance and healthy living programme. Just to make sure you know our products inside and out.Ready to find out if we’re the right fit for you? We can’t wait. Diversity & Inclusion At Vitality, we’re committed to diversity and inclusion because it’s good for our employees, for our business, and for society. We welcome applications from individuals of all backgrounds, experiences, and perspectives.Vitality’s approach to sustainability Vitality is a business that drives positive change. We reward people for making and sustaining healthier choices. But healthy people also need a healthy environment. To learn more please visit our Careers page. #LI-Hybrid If we are fortunate in receiving a high volume of quality applications we may need to close this vacancy early. If you are interested, please submit your application as soon as possible.