Application Management Analyst-DEF Academy Services

Serco; Idstone; On-site; GBP 40,000 - 56,000; Full time

Benefits offered by this job

Pension scheme

Internal courses and qualifications

Employee Assistance Programme

Wellbeing app

Discounts across retailers

Volunteer day

Job summary

Serco is seeking an Application Management Analyst at the Defence Academy in Swindon to ensure reliable application performance and data-driven decision making. You will develop BI reports with Power BI, support business apps, and drive improvements across the application portfolio to support training and operations.

You will collaborate with colleagues, manage competing priorities, and contribute to security and testing activities while delivering high-quality support and insights for

Qualifications

• Experience delivering BI reporting and analytics using Power BI.
• Second-line support for business applications across the Defence Academy.
• Strong troubleshooting and problem-solving abilities with a focus on quality.
• Excellent communication and stakeholder management skills.
• Experience with SharePoint and call-management systems like TOPdesk.
• Familiarity with CAFM Explorer or other facilities management tools.
• Ability to work in a collaborative team and manage competing priorities.

Responsibilities

• Deliver business intelligence and management reporting using Power BI
• Provide second-line support for business applications across the Defence Academy
• Resolve support requests, ensuring logging, procedures compliance, and SLAs
• Support enhancements for TOPdesk and CAFM Explorer throughout the lifecycle
• Conduct system testing for bespoke applications and COTS upgrades
• Assist with configuration, optimisation, and continuous improvement of business applications

Skills

Power BI

T-SQL

Troubleshooting

Communication

Stakeholder management

Team collaboration

Tools

SharePoint

TOPdesk

CAFM Explorer

Job description

Application Management Analyst

Location: Defence Academy, Swindon, SN6 8LA

Salary: Competitive plus excellent benefits

Schedule: 12 Month FTC/FT/37 hours

Ready to impact a better future?

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

Does this sound like you?

• 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

What We Offer

• 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
• Our employee networks support connection by providing spaces for collaboration, learning, and belonging. They represent and empower all our colleagues including veterans, LGBTQIA+ employees, women, parents and carers, people with disabilities, and people from all cultural backgrounds.

Vetting And Checks

This role requires Baseline Personnel Security Standard (BPSS) clearance, which involves verifying your identity, employment history, nationality, and criminal record to meet government security standards. In addition, you will need to undergo formal Security Clearance (SC), which includes more detailed background checks on employment, criminal record, and financial history to ensure suitability for working in secure environments. Please note that UK residency requirements apply for to this role. Applicants should also be advised that any dual nationality must be declared. Relevant nationality details concerning a spouse or partner may be requested as part of the subsequent vetting process. You will also complete an Occupational Health Questionnaire so we can identify and provide any support you may need to undertake the role effectively.

A Little Bit About Us

At Serco, everyone plays a vital part in delivering essential public services that make a real difference. As a global team of 50,000 people across Defence, Transport, Justice, Immigration, Healthcare, Leisure and Citizen Services, we’re united by a shared purpose: to improve the services that communities rely on. Guided by our values of Trust, Care, Innovation and Pride, our people make meaningful impact, every single day.

Our Inclusive Recruitment Commitment

We prioritise your skills and potential. As a Disability Confident Leader, the Top Great British Employer of Veterans 2026, and a Gold Inclusive Employer Standard holder, we champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.

• Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.
• Ban The Box: We also support fair access for those with unspent criminal convictions through our ‘Ban the Box’ pledge (some roles may have security exemptions).

For support with your application, please contact [e-mail].

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