Application Support Analyst

Affinity Water; Hatfield; On-site; GBP 50,000 - 61,000; Full time

Benefits offered by this job

Annual bonus

Double match pension

Wellbeing centre

Tap4Perks discounts

Volunteer days

Life assurance

Job summary

Affinity Water is seeking an experienced Application Support Analyst to provide expert support for Oracle CCS applications and ensure stability, performance, and availability of our customer service solutions.

You will work with IT teams, business stakeholders and Oracle Support to resolve incidents, drive improvements, and implement patches and releases in line with ITIL processes. Proven OUAF, SQL and Oracle database experience will help across billing, payments and meter data.

Qualifications

• Experience in a regulated utility environment (water, gas or electricity).
• Understanding tariff scenarios, meter-to-cash processes and market EDI lifecycles.
• Knowledge of OUAF and how it supports solution development.
• Experience with SQL, Oracle databases, APIs, web services and cloud tech.
• ITIL knowledge: Incident, Problem and Change Management.
• Strong analytical and problem-solving abilities with practical solutions.
• Excellent communication skills across stakeholder levels.

Responsibilities

• Provide Level 1 and 2 application support for Oracle CCS and related systems.
• Investigate and resolve incidents, service requests and data processing issues.
• Troubleshoot and perform root cause analysis with internal teams and Oracle Support.
• Monitor application performance and proactively identify issues.
• Support patches, updates and releases per ITIL standards.
• Manage incidents, problems and changes using ITSM tools.
• Identify opportunities for automation and process improvement.
• Maintain support docs, SOPs, and troubleshooting guides.
• Work with stakeholders to understand requirements and deliver practical solutions.
• Lead workshops and provide training and ongoing support.
• Build strong relationships between business and technical teams.

Skills

Oracle CCS

OUAF

SQL

Oracle databases

APIs

Web services

ITIL processes

Analytical thinking

Communication skills

Job description

We’re looking for an experienced Application Support Analyst to join our team, providing expert support for our Oracle Customer Cloud Service (CCS) applications.

You’ll play a key role in ensuring the stability, performance and availability of our customer service solutions, working closely with technical teams, business stakeholders and Oracle Support to resolve issues and drive continuous improvement.

We’re looking for someone with strong Oracle Utilities and CIS experience, including hands‑on experience with products such as CC&B, C2M, CCS or MDM, ideally across multiple areas of a utility environment such as billing, payments, credit and collections or meter data.

What you’ll be doing

You’ll provide Level 1 and 2 application support for Oracle CCS and related systems, investigating and resolving incidents, service requests and data processing issues.

You’ll also:

• Carry out troubleshooting and root cause analysis, working with internal teams and Oracle Support where required.
• Monitor application performance and proactively identify and resolve potential issues.
• Support patches, system updates and new releases in line with ITIL processes and organisational standards.
• Manage incidents, problems and changes using ITSM tools and ensure appropriate controls are followed.
• Identify opportunities for automation, process improvement and more efficient ways of working.
• Maintain support documentation, SOPs, troubleshooting guides and knowledge articles.
• Work with business stakeholders to understand requirements and develop effective solutions, with a focus on using out‑of‑the‑box functionality wherever possible.
• Lead workshops and demonstrations and provide training and ongoing support to colleagues.
• Build strong relationships with stakeholders at all levels and act as a link between business and technical teams.

What you’ll bring

• Experience working within a regulated utility environment, ideally water, gas or electricity.
• An understanding of tariff scenarios, the meter-to-cash process and market EDI transaction lifecycles.
• Knowledge of the Oracle Utilities Application Framework (OUAF) and how it supports solution development.
• Experience with SQL, Oracle databases, APIs, web services and cloud technologies.
• An understanding of ITIL processes, particularly Incident, Problem and Change Management.
• Strong analytical and problem‑solving skills, with the ability to investigate complex issues and identify practical solutions.
• Excellent communication skills and the confidence to engage with stakeholders from end users through to senior leaders.
• Salary £55,000 dependant on skills and experience
• Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.
• Entry into the company annual bonus scheme.
• Annual leave from 26-30 rising with length of service, and the option to purchase up to 5 extra days.
• A ‘Celebration Day’ in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.
• A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%)
• We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.
• Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
• Access to our Wellbeing Centre with support for looking after your physical and mental health.
• Discounts at a Range of Retail Outlets through our Tap4Perks scheme
• Discounts on Dental and Medical Insurance through our Tap4Perks scheme through salary sacrifice
• Up to 4 Affinity days a year to volunteer in the community.
• Life Assurance.

Disability Confident

As a Disability Confident employer, we’re committed to offering interviews to disabled candidates who meet the essential criteria and opt in on the application form. Ask the Talent Acquisition lead for the full job description to see all the criteria. If we have a very high volume of applicants and we’re not able to offer interviews to all, we’ll take a fair and proportionate number of disabled candidates through.

Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.