Application Support Analyst

£35k-£40k Plus benefits 25 days Holiday Pension etc.

Hybrid working

South of UK

Overall Objective:

We are on the search for an application support analyst or junior developer to join our team to drive improvements in 2nd and 3rd line support inclusive of some related project work.

We are looking for someone to setup an application support function tasked with establishing best practice and processes. The role will be focused on providing technical support to the business, operations, and customers for our strategic application estate.

This role will give the candidate ownership of their work, where they will be tasked with designing, building, and implementing best-fit support practices, to ensure that high standards are kept throughout the business.

Being part of the Group IT development team following modern practices, you will work closely with the Customers, project management team, product owners and development leads (external and internal) to ensure efficient support coverage is achieved.

The position holder will also be responsible for assisting in the provision of some other related areas of support, which includes a Service Desk (1st line), 2nd and 3rd line.

The role also demands some administration, testing, training, maintenance, vendor management and other related areas.

In exchange for this challenging role, the candidate will receive development and coaching in leading development disciplines to take their career to the next level.

Primary Responsibilities:

• Strong service delivery pedigree with an excellent understanding of the ITIL lifecycle and other related best practices.

• Experience of working within an agile environment.

• Experience with working with JIRA

• Strong customer service skills and stakeholder management.

• Ideally a development background with experience of PHP, Laravel, JavaScript, REST API’s, Java, SQL within an Azure environment

• Have a proactive approach to your work and being very pragmatic.

• Competent in MS Office suite, Microsoft Visio, Microsoft Project Plan, and SharePoint for Project Documentations

• Excellent documentation skills

• Must be very analytical and be a problem solver

Experience Required

• The ideal candidate would have at least 2-3 years’ experience in:

• Good interpersonal communication skills including the ability to work within a team and interact across the company structure. Previous roles that have demonstrated initiative, and have developed excellent Customer service skills

• Experience in working with cloud technologies such as Azure

• Docker or Kubernetes is preferred

• Azure Front Door is preferred

• APM diagnostic experience such as Atatus’ is preferred

• Strong knowledge of software QA methodologies, tools, and processes

• GIT hub experience is preferred

• Excellent time management skills, aptitude to prioritize and manage duties on tight timelines

• Initiative, enthusiasm, and a history of independent problem solving

• Ability to document and troubleshoot errors

• Equivalent of 3 years or more of proven experience in excellent business and technical problem-solving skills is essential.

• Equivalent of 3 years or more of proven experience in Technology / Infrastructure implementation experience is essential.

• Innovative!

• Experience in software development and administration is desirable

• Successful delivery of IT change projects in an organisation

• Working within an ITIL framework

• A logical approach to problem solving is essential

• Logistics and postal experience are an advantage

• Passionate about IT security and compliance.

Person Specification:

Essential Function

The role holder must be able to work with individuals and teams along with working with business stakeholders, other IT teams and external providers. The person must be technically competent in understanding network and system-hosting technologies, have strong management and leadership skills as well having strong project management skills.

Requirements

• The ideal applicant should have:

• Strong customer focussed attributes

• The ability to think strategically and understand the bigger picture and long-term objectives

• The ability to understand and translate business requirements and processes into technology-based change

• The ability to present and explain complex technical matters to non-technical people

• Good interpersonal skills with ability to adapt their approach for a diverse group of people

• Ability to work under pressure to meet challenging deadlines

• Understanding of data protection and information management practises and guidelines

• Understanding and awareness of the security threats currently faced by organisations

• Demonstrate a professional attitude towards work including confidentiality

• Excellent general IT skills and understanding

• Strong verbal and written communication skills, (English)

• A good knowledge of desktop and groupware solutions including MS Exchange, SharePoint, Anti-Virus solutions and MS Office

• Literate and a clear communicator

• Ideally will have a good working knowledge of ITIL principles

• Ability to work under pressure and to tight timescales

• Able to work independently and remotely

• An ability to learn new skills rapidly

• Ability to plan, organise and conduct significant changes while minimising the impact to the business

• To be able to be flexible when required and work within a changing environment

• Must be able to communicate with all levels of the business internally and externally.

Personal Attributes, Core Values & Behaviours

• Flexible, versatile, and adaptable

• Comfortable in a rapid Change environment

• Focus on detail and completion

• Commitment to continuous improvement

• Results driven with focus on deadlines

• Well organised and efficient.

Integrity

• Shows fairness and consistency, action match words

• Working always in accordance with company regulations, policies, and processes

• Treats others with respect; is direct, but diplomatic

• Keeps confidences

• Willing to admit mistakes.

Behaviours Required

• Ability to utilise a variety of soft skills; communicates at all levels with clarity and employing active

• Listening and dealing with conflict.

• Excellent organisational skills and self-management around working to frequently conflicting deadlines in a support environment.

• Ability to adopt a wide range of influencing techniques and develop personal networks at all levels.

• Strong attention to detail is essential to be able to identify data inaccuracies and to manage the unobvious

• Strong analytical skills with the ability to summarise and provide insight and recommendations

• Identify risks and appropriate mitigation

• Organisation and planning are essential to ensure own workloads are completed in line with project and reporting deadlines.