Application Support Analyst – 2nd/3rd Line ITIL Expert

Onyx-Conseil; United Kingdom; Remote; GBP 35,000 - 40,000; Full time

Job summary

Onyx-Conseil is seeking an Application Support Analyst in the United Kingdom to provide day-to-day operational support for the application portfolio, handling incidents, requests and problems, and monitoring systems to prevent issues.

The role requires 3–5 years in 2nd/3rd line support, experience with ITIL processes, and the ability to work with 3rd party suppliers. Salary £35K-£40K plus benefits, based at the Peteborough offices.

Qualifications

• 3–5 years in 2nd/3rd line support
• Experience with ITIL incident, request, change and problem management
• Customer-facing technical role experience
• Proven experience managing 3rd party suppliers
• Experience managing assets (hardware and software)

Responsibilities

• Provide 2nd and 3rd line support for the application portfolio
• Monitor application systems and identify performance trends
• Liaise with 3rd party suppliers to escalate and resolve issues to SLA
• Own application/system documentation and data repository (e.g., SharePoint)
• Provide technical support to the application architect and project services
• Provide test support for new/enhanced systems/applications
• Manage Change Management process with CAB approval and rollback planning
• Own Configuration Management process
• Scheduled maintenance and capacity planning
• Ensure security, compliance and legislation considerations
• Develop and maintain the data warehouse
• Run reports and analysis per Business/Management needs
• Provide timely, accurate performance information to stakeholders
• Collaborate with Application Architect to ensure data integration considerations in system design

Skills

2nd/3rd line support

ITIL processes

customer facing role

3rd party suppliers

asset management

Job description

Onyx-Conseil is seeking an Application Support Analyst in the United Kingdom to provide day-to-day operational support for the application portfolio, handling incidents, requests and problems, and monitoring systems to prevent issues.

The role requires 3–5 years in 2nd/3rd line support, experience with ITIL processes, and the ability to work with 3rd party suppliers. Salary £35K-£40K plus benefits, based at the Peteborough offices.