Application Management Analyst-DEF Academy Services

Serco Limited; Swindon; On-site; GBP 42,000 - 56,000; Full time

Job summary

Serco Limited is seeking an Application Management Analyst within the Defence Academy team to ensure reliability, performance, and continuous improvement of business applications supporting training and operations. The role focuses on delivering business intelligence, resolving technical issues, and enabling stakeholders to access systems and data for informed decisions.

You will work on Power BI reporting, second-line support, and ongoing improvements to TOPdesk and CAFM Explorer while

Qualifications

• 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.

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 logging, procedures, and SLAs are met.
• Support enhancements for TOPdesk and CAFM Explorer throughout the improvement lifecycle.
• Conduct system testing for bespoke improvements and COTS upgrades.
• Assist with configuration, optimisation, and continuous improvement of business applications.

Skills

Power BI

T-SQL

Troubleshooting

Communication

Attention to detail

Teamwork & prioritization

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

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