Application Support Analyst

Clarksons; Greater London; On-site; GBP 35,000 - 48,000; Full time

Job summary

Clarksons in London is looking for a proactive Application Support Analyst to join our IT team. You will provide first- and second-line support for our digital key applications and systems, ensuring high-quality service for our users.

The role offers varied responsibilities across onboarding, training, incident management, and collaboration with cross-functional teams to improve user experience and system reliability.

Qualifications

• Hands-on experience with ITSM tools such as ServiceNow.
• IT Service Management across incident, problem and change management.
• Excellent communication with technical and non-technical stakeholders.
• Ability to document triage procedures and best practices.

Responsibilities

• Provide first- and second-line IT support for core applications and systems.
• Create and maintain knowledge base with user guides and FAQs.
• On-site and remote user support and incident resolution within SLAs.
• Train users and run onboarding sessions for new features.
• Coordinate with cross-functional teams and external providers for issue resolution.
• Participate in problem management and major incident response.

Skills

User-facing communication

Problem-solving

ITSM tools (ServiceNow)

ITIL/ITSM processes

Service desk experience

Documentation of triage procedures

Tools

ServiceNow

Job description

Clarksons is the world's leading provider of integrated shipping and offshore services, bringing our connections and experience to an international client base. Our intelligence adds value by enabling clients to make more efficient and informed decisions. Our global reach, local knowledge and expertise is what makes us unique.

To understand more about Clarksons and what you can expect, visit us at www.clarksons.com

Role Summary

We’re looking for a proactive and technically skilled Application Support Analyst to join our IT team based in our London office. In this vital role, you will provide first- and second-line support for the Clarksons' Digital key applications and systems, ensuring high-quality service delivery to our users.

If you’re a motivated IT professional with a strong User-service ethos and a passion for solving problems, we’d love to hear from you.

This is an excellent opportunity to contribute to the development, maintenance, and enhancement of business-critical systems that support our internal stakeholders. This is a varied and rewarding position that offers the chance to play a crucial role in modernising and supporting digital services across the Clarksons' brokerage.

Key Responsibilities

Product Success and Training

• Understanding of core business functions and workflow and how software supports those processes.
• Provide clear and professional support for Users contacting the Support Desk.
• Regularly monitor and review User feedback and ticket trends to improve User experience.
• Support process improvements to improve user experience.
• Conduct user onboarding and training.
• Create the internal knowledge base by documenting user guides, FAQs, resolutions, best practices, and troubleshooting guides.
• Provide first and second level support, handling queries raised by users
• Provide remote and on-site support for users and systems
• Investigate, categorise, and diagnose user issues, ensuring efficient and accurate resolution.
• Act as a bridge between first-line support and technical/operational teams, escalating complex issues where necessary
• Manage and track User cases and incidents, ensuring they are resolved efficiently within agreed SLAs
• Maintain detailed records of investigations and resolutions for reporting and analysis.
• Participation in problem management & major incident management, as required.
• Conduct audit on accounts/AD groups, including cleaning up leavers and users with revoked access
• Support system outages by raising issues, performing high-level analysis, and keeping stakeholders informed
• Offer testing for initiatives such as DR scenarios
• Implement a status page solution for incident updates

Collaboration & Stakeholder Engagement

• Work closely with cross-functional teams to ensure effective resolution of cases and incidents
• Liaise with external managed service providers to support issue resolution and continuous improvement
• Provide clear and concise communication to users regarding issue status and expected resolutions
• Conduct regular training sessions for the support team to keep them updated on new features and best practices

Process Improvement

• Identify opportunities to improve workflows, efficiency and User experience in handling issues and queries
• Standardise communication on release/maintenance across products
• Ensure adherence to industry regulations and internal IT governance policies and processes when managing cases and incidents
• Generate reports and insights on recurring issues, trends, and areas for improvement.
• Continuously identify and analyse potential issues and emerging trends mitigating risks proactively
• Maintain the internal knowledge base by documenting FAQs, user guides, resolutions, best practices, and troubleshooting guides
• Creation of common practices and participation in knowledge-sharing forums and communities across Clarksons

Skills & Experience

• Exceptional User facing skills with effective listening and communication (written and verbal) skills with the ability to engage effectively with technical and non-technical stakeholders
• Excellent problem-solving and analytical skills, with attention to detail
• Hands-on experience with ITSM tools such as ServiceNow or equivalent platforms
• IT Service Management experience across incident management, problem management and change management
• Service support/analyst background.
• Ability to document triage procedures and best practices to enhance support efficiency