Product Support Analyst

2819 - Product Support Analyst

We are currently looking for a Product Analyst to join our team, supporting application services across a Products portfolio. This role combines operational support with project delivery, ensuring business-critical applications are maintained, optimised, and aligned to product roadmaps and business needs. You’ll work closely with internal teams and third-party vendors to deliver high-quality service and continuous improvement across the application landscape.

📍 Location: Aberdeen preferred (Hybrid working), but we will also consider remote for the right candidate

🔁Contract Type: Permanent or contract considered

Role Purpose

The Product Analyst delivers support and maintenance for application services across the Products portfolio through both operational and project activities. The role ensures that applications are maintained in line with product roadmaps and evolving business requirements.

What you’ll do

• Provide Level 1 and Level 2 application support and maintenance services
• Installation, configuration, administration, support, maintenance and troubleshooting of the application portfolio
• Engage with third-party vendors as part of ongoing support and maintenance activities
• Provide support for onshore and offshore business applications
• Support related hardware accessories and manage associated assets
• Ensure timely and accurate testing of solutions, patches and maintenance activities prior to deployment
• Work closely with third-party vendors to ensure services are fully supported
• Collaborate with other IS functions to ensure successful deployment of solutions into production
• Maintain system documentation and keep knowledge articles up to date
• Ensure incidents and requests are managed within agreed SLAs
• Deploy and manage solutions to meet business requirements as defined by the Products Manager
• Provide out-of-hours support on an occasional basis for scheduled maintenance, project work and on-call rota coverage

What to bring

• Experience of cloud application services, including M365, Azure, SQL and Active Directory
• Experience with database technologies such as SQL Server and Oracle
• Experience of application installation and configuration
• In-depth knowledge of application support and testing
• Strong focus on documentation and processes, with the ability to deliver under operational pressure
• Ability to prioritise workload and meet agreed deadlines
• Strong organisational skills with the ability to manage multiple issues and changing priorities
• Excellent communication skills (verbal and written), with the ability to engage across the business
• Experience supporting enterprise applications within the energy and utilities sector (preferred)
• ITIL Foundation qualification (desired but not essential)

What You’ll Get in Return

For employees, we’re committed to recognising and rewarding hard work. Our competitive salary and benefits package includes; Company Pension Scheme, Private Medical & Dental Insurance, Group Income Protection, Group Life Assurance, Cycle to Work and Electric Car Salary Sacrifice Scheme. We also invest in your development. If you choose to self-study in your own time, we’ll fund your study materials and exam fees — and once you pass, you’ll receive an incentive bonus.

How to Apply

We’re committed to creating an inclusive and accessible recruitment process. If you have any access needs or require adjustments at any stage of the application or assessment process, please let us know — we’re happy to support you.

Please note: All offers of employment will be subject to background checks and confirmation of the right to work in the UK.

📅 Apply now to be part of a team that values initiative, collaboration, and continuous improvement; talent@prosource.it

About us

prosource.it is a professional services provider in technology. Established as a traditional provider of managed IT services, prosource.it has evolved with industry and the rapid pace of change within the technology sector. We recognise the importance of people and business process in the successful adoption of technology and change. Our readiness to embrace and apply change comes from our people and we offer a variety of business services across the lifespan of successful technological deployment and adoption. We are a people centred business with a global workforce of 500 plus staff and contractors.

Our values are central to what we do and how we do it. We feel they are simple and easy to relate to, and we are always looking to welcome new people to the team who share our vision and values. We pride ourselves on being easy to deal with, agile and accepting of change across a wide range of challenging and rewarding roles. We are a team of ‘can do’ and ‘how can I help’ individuals committed to teamwork, partnership, service excellence and delivery.

🌐 www.prosource.it