Application Support Analyst

Mears Group PLC; Exeter; On-site; GBP 31,000 - 42,000; Full time

Benefits offered by this job

Family policy

Pension

Sick pay

Refer a friend

Share saver

Eye tests

EAP

Wellbeing service

Family fun day

Rewards program

Volunteering leave

Training & development

25 days holiday

Job summary

Mears Group PLC is seeking an Application Support Analyst to join our IT team on a hybrid basis. You will support and maintain systems, applications and databases, troubleshoot issues, and ensure data quality while delivering excellent customer service.

Key duties include incident investigation, ticket management via ServiceNow, and implementing process improvements to optimise performance. Strong SQL/SSMS skills and effective communication are essential.

Qualifications

• Strong SQL and SSMS experience in an application support role.
• Experience in a helpdesk or customer service environment.
• Excellent communication and presentation skills.

Responsibilities

• Provide ongoing support for business systems, applications and databases.
• Monitor, prioritise and route tickets via ServiceNow in line with SLAs and security.
• Investigate incidents and collaborate with users to implement fixes.
• Apply data fixes and support process improvements to resolve issues.
• Configure application settings to meet business needs.
• Monitor system performance and error logs for improvement opportunities.
• Contribute to data quality and operational efficiency enhancements.
• Document enhancements and feedback to support continuous improvement.

Skills

SQL & SSMS

Application support

Helpdesk experience

Customer service

Communication skills

Microsoft Office

Education

GCSE in IT/Computer Science

Job description

Annual salary: up to £36,137.50

Application Support Analyst

Location: Hybrid

Contract: Permanent, Full Time, 40 hours per week

Salary: £36,137.50 per annum plus Mears benefits package

Mears Group is one of the UK’s leading housing and care providers, delivering services that make a positive difference to the communities we serve. We are committed to investing in our people, providing opportunities for development and creating an inclusive environment where everyone can thrive.

About the Role:

We are looking for an Application Support Analyst to join our IT team and play a key role in supporting and maintaining the systems, applications and databases used across the Group. This is an excellent opportunity for someone with strong SQL and application support experience who enjoys troubleshooting technical issues, improving system performance and delivering excellent customer service.

In this role, you will work closely with colleagues across the business to investigate incidents, resolve application issues and support the ongoing development and optimisation of critical business systems. You will help ensure systems perform effectively, data quality is maintained and users receive a high standard of support.

Duties:

• Support and maintain business systems, applications and databases, ensuring they operate effectively and meet business needs.
• Monitor, prioritise and escape tickets through ServiceNow in line with SLAs and security requirements.
• Investigate incidents and system errors, working with users to identify and implement solutions.
• Apply data fixes and support process improvements to resolve application issues.
• Configure application settings to meet business requirements.
• Monitor system performance and error logs to identify issues and improvement opportunities.
• Contribute to improving data quality, system performance and operational efficiency.
• Record enhancements and feedback to support continuous improvement.
• Collaborate with colleagues to deliver high-quality technical and customer support.

Key Criteria:

• Strong knowledge and experience of database tools including SQL and SSMS
• Experience within an application support, helpdesk or customer service environment
• Excellent communication and presentation skills
• Strong analytical and problem-solving abilities
• Proficiency in Microsoft Office applications

Preferred but not essential:

• GCSE qualification in IT, Computer Science or equivalent
• Excellent communication and presentation skills
• Strong analytical and problem-solving abilities
• Proficiency in Microsoft Office applications

Benefits:

• Family friendly policy to include enhanced maternity/paternity leave and much more.
• Generous Pension Scheme
• Sick Pay
• Refer a friend scheme (total award £1000)
• Share saver scheme
• Eye test vouchers
• Employee Assistance Programme (Access to Free counselling service)
• Wellbeing service (Access to trained mental health & wellbeing advisors)
• Mears Annual Family Fun Day for you and your family to places like Blair Drummond Safari Park, M&Ds Theme park, fully paid for including lunch
• Mears Rewards - A performance recognition platform whereby you can be rewarded in high street vouchers
• Volunteering Leave - Mears supports employees to undertake volunteering in the community, in support of our social value commitment
• Excellent training and development opportunities and 25 days holiday entitlement along with bank holidays.

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.

To drive a Mears vehicle, you must be aged over 21 have held your licence over 3 months and have less than 9 points.

Candidates should be aware that all our roles are subject to relevant Background, Identity & Security checks before commencement of employment.

As part of the recruitment process for this role, we will carry out a Background, Identity, Security clearance & BPSS check. For these checks to be completed, we willrequirefrom you the relevant identification, including Proof of Address, References, a validpassportand proof that you have lived in the UK for the last 5 years.

At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.

We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.

In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.