2nd/3rd Line App Support & Change Lead

Free-Work UK; Greater London; On-site; GBP 35,000 - 40,000; Full time

Job summary

Free-Work UK is seeking an Application Support Analyst to provide day-to-day operational support for the Company Application Portfolio. You will monitor the portfolio, manage change and ensure proper roll-back plans in collaboration with SSC and third-party suppliers.

You will also bring SharePoint expertise for support, content management and site development, and contribute to testing, reporting and data analysis across systems.

Qualifications

• Experience in 1st and 2nd line support.
• ITIL incident, request, change and problem management experience.
• Customer-facing technical role experience.
• Proven experience managing 3rd party suppliers.
• Experience managing assets (hardware/software).
• Knowledge of the Company application portfolio.

Responsibilities

• Provide 2nd and 3rd line support for the application portfolio.
• Monitor application systems and performance trends; take action to prevent problems.
• Liaise with 3rd party suppliers; ensure issues are escalated and resolved to SLA.
• Manage all system access requests.
• Own documentation and data repository (SharePoint).
• Provide test support for new/enhanced systems/applications.
• Own Change Management with rollback plans and scheduling.
• Own Configuration Management process.
• Schedule maintenance and capacity planning.
• Ensure security, compliance and legislation across role.
• Develop and maintain the Corp data warehouse.
• Run reports and provide performance information to stakeholders.
• Work with Application Architect and Project Services on data analysis and reporting.

Skills

2nd line support

ITIL knowledge

Customer facing

Supplier management

Asset management

SharePoint

Tools

SharePoint

Job description

Free-Work UK is seeking an Application Support Analyst to provide day-to-day operational support for the Company Application Portfolio. You will monitor the portfolio, manage change and ensure proper roll-back plans in collaboration with SSC and third-party suppliers.

You will also bring SharePoint expertise for support, content management and site development, and contribute to testing, reporting and data analysis across systems.