Application Support Analyst

System C; Liverpool; Hybrid; GBP 32,000 - 46,000; Full time

Job summary

System C in the UK is seeking an Application Support Analyst to support local authorities using Liquidlogic education, social care and case management solutions.

The role focuses on 2nd/3rd line support, incident investigation, SQL Server diagnostics, and collaboration with Product and Development teams to resolve issues.

Strong communication, ownership and the ability to manage multiple tasks in a hybrid work environment are essential, with focus on quality customer outcomes.

Qualifications

• Experience providing 2nd/3rd line application support.
• Ability to analyze and resolve incidents and issues.
• Strong communication and prioritisation skills.

Responsibilities

• Provide 2nd and 3rd line application support for customers.
• Investigate, analyse and resolve incidents raised through Jira.
• Use SQL Server and logs to identify root causes and resolve issues.
• Troubleshoot data, configuration and application problems.
• Replicate issues in test environments and coordinate with Development teams to fix defects.
• Collaborate with Product, Development and Problem Management teams and suppliers.
• Build strong customer relationships with proactive support.
• Take ownership of customer accounts and ensure incidents meet SLAs.
• Support hosted and on-premise environments.

Skills

SQL Server

Windows Server

Customer facing

Troubleshooting

Problem solving

Time management

Tools

Jira

Confluence

Job description

At System C, we're passionate about delivering innovative technology that helps organisations provide vital health, education and social care services. We're looking for anApplication Support Analyst to join our team supporting local authorities using Liquidlogic's market-leading education, social services and case management solutions.

This is an exciting opportunity for a technically minded problem-solver who enjoys investigating complex issues, working directly with customers and taking ownership of delivering excellent service.

What You'll Be Doing

As part of our Application Support team, you will:

• Provide 2nd and 3rd line application support for customers.
• Investigate, analyse and resolve incidents raised through Jira.
• Use SQL Server, application logs and diagnostic tools to identify root causes and resolve technical issues.
• Troubleshoot data, configuration and application-related problems.
• Replicate issues in test environments and collaborate with Development teams to identify and resolve software defects.
• Work closely with Product, Development and Problem Management teams, as well as third-party suppliers when required.
• Build strong customer relationships through regular communication and proactive support.
• Take ownership of allocated customer accounts and ensure incidents are resolved within agreed service levels.
• Support both hosted and on-premise customer environments.

What We're Looking For

• Strong analytical, diagnostic and problem-solving abilities.
• Experience supporting business software applications in a 2nd line support environment.
• Knowledge of Microsoft SQL Server and writing SQL/T-SQL queries.
• Experience working with Microsoft Windows Server environments.
• Ability to prioritise workload effectively and manage multiple tasks.
• Strong ownership mindset with excellent organisation and time management skills.
• Excellent written and verbal communication skills.
• Ability to work collaboratively while also demonstrating initiative and accountability.
• Experience of 3rd line software support.
• Jira and Confluence knowledge.
• Data warehouse or business intelligence experience.
• Customer support experience using remote support tools.
• Server monitoring and administration experience.
• Knowledge of social care or education software environments.

Why Join System C?

You'll be joining a supportive team that values collaboration, continuous improvement, accountability and integrity. We offer opportunities to learn, grow and make a meaningful contribution to solutions that have a real impact on communities across the UK. This messaging is aligned to System C's mission, values, wellbeing benefits and commitment to professional development as described in Employee Value Proposition.docx.

At System C, we believe great work happens when flexibility and collaboration come together. All our roles are offered on a hybrid basis, with colleagues spending a minimum of two days each week in the office to connect, create, and grow together. (Excludes associate and field-based roles).

We prioritise transparency in our job requirements and selection criteria, ensuring they are based solely on the essentials needed for effective job performance. We consciously avoid assumptions that could skew our perception of a candidate’s suitability for hire.

Our recruitment practices are designed to ensure that no applicant is unfairly disadvantaged by procedures or requirements that disproportionately affect protected groups without being essential for the job.

For every position, we develop a detailed job description and person specification. This approach maintains our focus on the true demands of the role and the skills, experience, and qualifications necessary. During interviews, we involve multiple interviewers where possible to further mitigate unintentional bias, thereby promoting a fair and equitable hiring process.