Application Support Analyst

Findel; Nottingham; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Annual bonus

Holiday buy and sell

Life assurance

Employee discount

Wellbeing support

Job summary

Findel Education is seeking an Application Support Analyst to keep our live application estate running smoothly and reliably. You will triage escalated tickets, investigate issues with SQL queries and logs, and document your findings clearly for the team.

You’ll bridge the Service Desk and Development squads, follow runbooks, and help prevent recurring problems by flagging issues and sharing insights with Product Owners and BAs.

Qualifications

• Experience in an application support, IT helpdesk, or similar role.
• Comfort with data and SQL queries to investigate issues.
• Ability to read application logs and interpret them.
• Comfort reading code in a read-only fashion to understand behavior.
• Experience in a ticket-driven support environment.
• Excellent written and verbal communication skills.
• Proactive, process-driven mindset with curiosity about how systems work.

Responsibilities

• Triaging escalated tickets from the Service Desk with priority and severity, and routing them with clear documentation.
• Investigating application issues using SQL queries, logs, and read-only code review.
• Documenting findings clearly for development squads to act quickly without re-investigation.
• Running approved operational runbooks and scripts to resolve issues or work around known problems.
• Collaborating with Product Owners and BAs to clarify expected application behavior when unclear or disputed.
• Identifying and flagging recurring issues for a permanent fix by the owning squad and BAs.
• Keeping stakeholders informed throughout the resolution process, proactively.
• Maintaining and updating support runbooks as new issues and resolutions are identified.

Skills

SQL queries

Log analysis

Code review

Ticketing

Documentation

Stakeholder comms

Job description

At Findel Education, we're passionate about supporting education for generations. We're looking for an Application Support Analyst to join our team and play a key role in keeping our live application estate running smoothly and reliably.

This is an operational role with real impact. You'll be the person who takes an escalated support ticket, investigates what's happening in the system - using SQL queries, application logs, and read-only code review - documents your findings clearly, and gets the right information to the right people. You'll bridge the gap between our Service Desk and Development teams, making sure nothing gets stuck and nothing falls through the gap between teams.

What you'll be doing

• Triaging escalated tickets from the Service Desk - assessing priority and severity and routing them with clear documentation.
• Investigating application issues using read-only access: running SQL queries, reviewing application logs, and reading relevant sections of code to understand system behaviour.
• Documenting findings clearly and accurately so that development squads can act quickly, without needing to re-investigate from scratch.
• Running approved operational scripts and tools to resolve or work around known issues, following defined runbooks.
• Working with Product Owners and BAs to clarify correct expected application behaviour when it is unclear or in dispute.
• Identifying and flagging recurring issues to the owning squad and BAs as candidates for a permanent fix.
• Keeping stakeholders informed throughout the resolution process — proactively, without being chased.
• Maintaining and improving support runbooks as new issues and resolutions are identified.

What we're looking for

• Experience in an application support, IT helpdesk, technical operations, or similar role.
• Comfort working with data — ability to run and interpret SQL queries to investigate issues.
• Confidence reading application logs and making sense of what they describe.
• Comfortable reading code to understand what a system is doing (read-only — no changes required).
• Experience working within a ticket-driven support environment.
• Excellent communication skills — able to write clear, accurate summaries for both technical and non-technical stakeholders.
• A proactive, process-following mindset with a genuine curiosity about how systems work.

Why join Findel?

At Findel, you'll be part of a collaborative team that supports some of the UK's leading education brands. You'll have the opportunity to build deep knowledge of how business-critical applications work in practice, develop your technical investigation skills, and make a real difference by keeping systems running smoothly for the people who depend on them.

What you'll bring

• Strong analytical and problem-solving abilities
• Technical curiosity and a desire to understand how systems work
• A customer-focused mindset
• Excellent written and verbal communication skills
• Ability to remain calm and methodical under pressure
• Passion for getting to the bottom of a problem and making sure the right people have what they need

What in it for you?

• Annual bonus opportunity
• Holiday buy and sell scheme
• Life assurance
• Employee discount and reward platform
• Career development and learning opportunities
• Wellbeing support and Employee Assistance Programme

Findel Education - Growing education for generations.