Application Support Analyst - ITSM & User Experience

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 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.