Senior Application Support Analyst

Ref No. 23985
Swansea
Posted 25 Nov 2022

Overview

Employment: Permanent

Job description

Looking to join a company with a sterling reputation that offer a structured roadmap for progression as well as ongoing learning and development? IntaPeople are working with a Swansea-based tech company to expand the service delivery team with a Senior Application Support Analyst.

About the role:

  • This role in the Technology Services department is to act as senior within the dedicated application support team to provide technical lead and SME function within the Application support team.
  • You will be working in a fast paced and demanding environment where you will become a subject matter expert and technical lead for all team activities.
  • Leading by example you will support and troubleshoot bespoke inhouse & externally supplied IT applications.
  • The senior role will be responsible for ensuring that our business applications run smoothly, that the end users understand how to operate them effectively and efficiently and you will be required to provide and report proactive insights/suggestions for enhancements and improvements.

Key duties include but are not limited to:

  • Regularly report into the accountable Service Delivery Lead to ensure timely and accurate delivery of the aforementioned duties are undertaken to achieve successful operational performances.
  • Provide subject matter expert to support the implementations of business requested changes within the lines of business applications.

About you

  • You’ll be a self-starter, proactive, inquisitive and driven.
  • You will be an excellent communicator with the ability to communicate complex IT issues to non-technical staff and management
  • Customer Service is an integral part of the role so you’ll have strong communication and people skills

The experience required

  • Undertake and ensure the team are maintaining ownership of Incidents, Service Requests, Tasks and Changes to completion and provide customer focussed feedback and progress visibility.
  • Provide escalation and SME for Troubleshooting both the applications client UI and backend
  • related issues in conjunction with contracted support partners and suppliers while ensuring all stakeholders are kept updated of progress and issues.
  • Coordinate with team members to Identify systemic patterns within the IT applications that can be translated into system improvements or changes.
  • Lead and coordinate the team’s ownership of all scheduled regular maintenance to ensure successful executions.
  • Undertake and ensure accurate documentation sets and perform knowledge transfer and best practise workshops as required.
  • The role is port of our IT Operations team and will require assisting other departmental teams on various end user administration activities including onboarding/offboarding, deskside troubleshooting, application deployments as needed.
  • Support IT Delivery & the business with requests for application change / releases including early lifecycle support following change, triage diagnosis of and rectification of application
  • issues.
  • Lead in the preparation of application upgrades and other general maintenance tasks.
  • Providing specialised, escalated technical support.
  • Management of 3rd party support services, attend regular service review meetings to lead driving performance, service improvements, quality and processes reviews as directed.
  • Assist in promoting all team member’s adherence to company values, facilitate and orchestrate team skill sharing and cross training activities.
  • Build strong relationships throughout all levels of customer engagement to ensure the customer has a clear understanding of the path to resolution when advice is given personally or by the team, ensuring we do what we say.
  • Carry out other reasonable tasks as required by line management

About the benefits:

  • 25 days holiday, plus 8 public holidays
  • Company pension scheme
  • Annual pay reviews
  • 12% Bonus
  • Free on-site parking
  • Development opportunities and additional training


What next?

‘Apply Now’ to be considered or contact Kim for a confidential chat on k.gibbons@intapeople.com

 

 

Your consultant

Kim Gibbons

IT Team Lead

Get in touch:

k.gibbons@intapeople.com