Application Support Analyst

University of the Arts, London; City of Westminster; On-site; GBP 40,000 - 51,000; Full time

Benefits offered by this job

31 days annual leave

Defined benefit pension

Family-friendly policies (26 weeks pay

Job summary

University of the Arts London is seeking an Application Support Analyst to join the Student Support Services team, delivering specialist support for student information access and resource booking across internal and third-party SaaS applications.

You will work within a multidisciplinary product team to investigate, diagnose and resolve incidents, contribute to service requests and help create a reliable digital experience for students and staff.

Qualifications

• Experience of supporting and maintaining enterprise and bespoke applications, including third-party SaaS solutions and on-prem data solutions
• Experience of working in a product team or multidisciplinary agile team
• Experience of managing customer relationships and third-party suppliers
• A good understanding of ITIL service management processes and experience of using a service management tool
• Effective oral and written communication skills
• Ability to communicate with people at all levels, including the ability to problem solve

Job description

Digital & Technology at UAL is on an exciting journey, transitioning from a 'classic' IT approach to a user-centered product approach to technology. We are investing in our people, and the processes enabled by digital, to evolve and transform the student and staff experience at UAL. As an Application Support Analyst, you will provide specialist support within the Student Support Services team, developing and maintaining services that help students access information and book resources at the university. You will be part of a multidisciplinary product team that includes software development, delivery, product, business analysis and UX design. There is a mixed portfolio of internally managed products and third-party SaaS based solutions, all of which need varying levels of support. You will liaise with internal teams and external suppliers to investigate, diagnose and contribute to the resolution of incidents and service requests. In this recruitment round, we are seeking an Application Support Analyst to work across our Student Support Services team as we focus on creating and enhancing a seamless and reliable digital experience.

Experience

• Strong experience of supporting and maintaining enterprise and bespoke applications, including third-party SaaS solutions and on-prem data solutions
• Experience of working in a product team or multidisciplinary agile team
• Experience of managing customer relationships and third-party suppliers
• A good understanding of ITIL service management processes and experience of using a service management tool
• Effective oral and written communication skills
• Ability to communicate with people at all levels, including the ability to problem solve

Benefits

• Competitive salary package of £39,644 to £50,925 per annum, depending on experience
• 31 days annual leave plus public holidays
• Generous, defined benefit pension scheme
• Family-friendly policies, including 26 weeks of full maternity or paternity pay

Contract & Details

• Seniority levelMid-Senior level
• Employment typeFull-time
• Job functionInformation Technology
• IndustriesHigher Education
• LocationLondon, England, United Kingdom
• HAYS Technology have been retained by University of the Arts London to manage the search and recruitment of this role.