Application Management Analyst

Serco Group Plc; Watchfield; On-site; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Pension scheme

Internal courses & progression

Employee Assistance Programme

Retail discounts

Volunteer day

Virtual GP service

Job summary

Serco Group Plc is seeking an Application Management Analyst to ensure the reliability, performance, and continuous improvement of the business applications that support critical training and operational activities. You will enable colleagues and stakeholders to access systems, data, and insights to make informed decisions and deliver positive outcomes.

This role focuses on delivering business intelligence, providing second-line support, and driving improvements across TOPdesk and CAFM Explorer

Qualifications

• Experience with business intelligence reporting using Power BI.
• Strong troubleshooting and problem-solving skills.
• Excellent communication, customer service, and stakeholder management abilities.
• Strong attention to detail and commitment to quality.
• Ability to work collaboratively within a team and manage competing priorities.

Responsibilities

• Deliver business intelligence and management reporting using Microsoft Power BI
• Provide second-line support for business applications across the Defence Academy
• Resolve support requests, ensuring accurate logging, compliance with procedures, and achievement of service level agreements (SLAs)
• Support enhancements for TOPdesk and CAFM Explorer throughout the business improvement lifecycle
• Conduct system testing for bespoke application improvements and commercial off-the-shelf (COTS) application upgrades
• Assist with the configuration, optimisation, and continuous improvement of business applications

Skills

Power BI

T-SQL

Troubleshooting

Communication

Stakeholder management

Attention to detail

Tools

TOPdesk

CAFM Explorer

SharePoint

Job description

As an Application Management Analyst in our Defence Academy team, you'll help ensure the reliability, performance, and continuous improvement of the business applications that support critical training and operational activities. Your work will enable colleagues and stakeholders to access the systems, data, and insights they need to make informed decisions and deliver positive outcomes.

This is a role with real purpose. By supporting and enhancing key business applications, delivering valuable business intelligence, and resolving technical issues efficiently, you'll help create impactful solutions that support learning, operational excellence, and the future success of the Defence Academy. Our work touches lives, and your contribution will help build trust, drive innovation, and make a positive impact on communities.

What you'll do as a Application Management Analyst

• Deliver business intelligence and management reporting using Microsoft Power BI
• Provide second-line support for business applications across the Defence Academy
• Resolve support requests, ensuring accurate logging, compliance with procedures, and achievement of service level agreements (SLAs)
• Support enhancements for TOPdesk and CAFM Explorer throughout the business improvement lifecycle
• Conduct system testing for bespoke application improvements and commercial off-the-shelf (COTS) application upgrades
• Assist with the configuration, optimisation, and continuous improvement of business applications

Strong working knowledge of Microsoft Power BI

• Experience using Transact-SQL (T-SQL)
• Proven troubleshooting and problem-solving skills
• Excellent communication, customer service, and stakeholder management abilities
• Strong attention to detail and commitment to quality
• Ability to work collaboratively within a team and manage competing priorities effectively

Desirable Skills:

• Experience with SharePoint
• Familiarity with TOPdesk or other call-management systems
• Experience with CAFM Explorer or other facilities management systems
• Ability to work to exacting standards and tight deadlines
• Strong workload-prioritisation skills
• Positive, adaptable, and collaborative approach
• Experience in an Application Support or Application Management environment
• Awareness of Six Sigma or other lean methodologies

Competitive holiday package

• Up to 6% contributory pension scheme
• Over 1,100 internal courses available, funding for qualifications and apprenticeships (we currently offer over 60 different apprenticeships), mentoring opportunities, and a focus on internal progression.
• Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco-managed leisure centres, and 24/7 access to a virtual GP service
• Discounts across around 1,000 retailers, from food and clothing to days out, entertainment and travel
• Paid volunteering day, tax-free charitable giving through Payroll Giving Scheme, donate your pennies from your monthly pay to the Serco People Fund Charity