Senior Application Support Analyst

We are seeking a proactive and skilled Senior Application Support Analyst to join our IT team of four. This hybrid role offers a fantastic opportunity to work on a variety of business-critical applications, both in-house built and off-the-shelf, in a dynamic ITIL-driven environment. The role focuses on providing 2nd line support while also offering some 1st line assistance, ensuring seamless resolution of technical issues and user queries.

In addition to support responsibilities, you will take ownership of a key project to define and embed Service Level Agreements (SLAs) in our new ITSM tool, Jira. This role offers the chance to shape service delivery standards and contribute to continuous improvement initiatives.

• Application Support

  • Provide 2nd line application support for in-house developed and third-party applications, with occasional 1st line support as needed.
  • Troubleshoot and resolve technical issues promptly, ensuring minimal downtime and disruption to business operations.
  • Liaise with developers, vendors, or other technical teams to escalate complex issues, ensuring timely resolution.
  • Document known issues, workarounds, and resolutions in the IT knowledge base to improve future incident handling.

  Projects and Process Improvement

  • Lead the implementation of SLAs within the new Jira-based ITSM tool, ensuring alignment with ITIL best practices.
  • Collaborate with stakeholders to define measurable service objectives and reporting standards.
  • Identify opportunities to enhance processes, tools, and service delivery practices.

  Collaboration and Teamwork

  • Work closely with the Application Support team and other IT departments to deliver a seamless user experience.
  • Support knowledge transfer within the team and contribute to mentoring junior team members.

  Technical Expertise

  • Utilize SQL and scripting skills for advanced troubleshooting and data manipulation tasks.
  • Perform root cause analysis and provide long-term solutions to recurring application issues.
  • Stay up to date with application updates, patches, and emerging technologies relevant to the role.

• Essential:

  • Proven experience in 2nd line application support, including troubleshooting and resolving complex issues.
  • Strong proficiency in SQL, including querying and scripting to analyse and manipulate data.
  • Familiarity with ITIL best practices and working within an ITIL-aligned environment.
  • Experience with ITSM tools, particularly Jira (or similar platforms).
  • Strong problem-solving skills and ability to work independently on technical challenges.
  • Excellent communication and interpersonal skills to liaise with users, developers, and vendors effectively.

  Desirable:

  • Prior experience in embedding SLAs within ITSM tools.
  • Understanding of scripting languages (e.g., Python, PowerShell) to support automation initiatives.
  • Experience supporting in-house built applications and familiarity with their lifecycle.
  • Exposure to working in small, collaborative teams in hybrid work environments.

• • Competitive salary based on experience.
  • Hybrid working model (2 days onsite in Surrey, 3 days remote).
  • Opportunities for professional development and certifications.
  • Collaborative and supportive team environment.
  • The chance to contribute to strategic projects and improve service delivery standards.

  If you are a self-motivated, solutions-driven professional with a passion for application support and continuous improvement, we encourage you to apply.