Application Support Analyst – Oracle Customer Cloud Service

Affinity Water; Hatfield; Hybrid; GBP 50,000 - 60,000; Full time

Job summary

A leading water utility provider is seeking an experienced Application Support Analyst to provide expert support for Oracle Customer Cloud Service applications. This hybrid role offers flexibility, with a minimum of two days a week in the office in Hatfield. The ideal candidate will have strong technical skills, excellent communication abilities, and a proactive attitude towards problem-solving. A competitive salary of £50,000 - 60,000 per annum is offered, along with a robust benefits package.

Benefits

Celebration Day

Double match pension scheme

Enhanced family benefits

Access to Wellbeing Centre

Discounts at retail outlets

Affinity days for community volunteering

Life Assurance

Qualifications

• Experience in application support for Oracle cloud solutions.
• Ability to work under pressure and manage multiple priorities.

Responsibilities

• Provide Level 1 & 2 support for Oracle CCS applications.
• Triage and resolve software support and data processing issues.
• Support deployment of patches, updates, and new releases.
• Drive automation and process optimization for application support.

Skills

Oracle Customer Cloud Service architecture

SQL

Oracle Database

APIs

ITIL processes

Excellent communication

Problem-solving

Education

Degree in Computer Science, Information Technology or related field

Tools

ITSM tools

Job description

We are seeking an Application Support Analyst to join our team and provide expert support for Oracle Customer Cloud Service (CCS) applications. This role ensures the stability, performance and availability of our cloud-based customer service solutions, while delivering exceptional service to internal and external stakeholders.

About Us

Affinity Water is the UKs largest water-only supplier, providing sustainable, high-quality water to 3.85million customers across the Southeast of England. We are on a mission to redefine the way water companies connect with their customers and communities, and to make better use of water and safeguard the local environment now and in the future.

Key Responsibilities

• Application Maintenance & Support
  • Provide Level 1 & 2 support for Oracle CCS applications and related systems.
  • Troubleshoot and resolve application issues, including root cause analysis.
  • Monitor system performance and proactively resolve issues and address potential problems.
  • Deliver training and ongoing support to team members.
• Incident & Problem Management
  • Triage and resolve software support and data processing issues.
  • Manage incidents, service requests and problem resolution using ITSM tools.
  • Perform root cause analysis and implement preventive measures.
  • Collaborate with Oracle support and internal teams for escalations.
• Change & Release Management
  • Support deployment of patches, updates, and new releases.
  • Ensure compliance with ITIL processes and organisational standards and with ITSM controls for all production changes.
• Process Improvement
  • Drive automation and process optimisation for application support.
  • Maintain documentation, Standard Operating Procedures (SOPs), troubleshooting guides and knowledge base articles.
• Stakeholder Collaboration
  • Act as a liaison between technical teams and business stakeholders.
  • Provide exemplary customer service and manage client relationships.

  Required Skills & Qualifications

  • Technical Skills
    • Thorough understanding of Oracle Customer Cloud Service architecture.
    • Exposure to SQL, Oracle Database and cloud technologies.
    • Familiarity with APIs, web services and integration tools.
    • Understanding of ITIL processes (Incident, Problem, Change Management).
  • Soft Skills
    • Excellent communication and interpersonal skills.
    • Strong problem-solving and analytical abilities.
    • Ability to work under pressure and manage multiple priorities.
  • Education & Experience
    • Preferably educated to degree level in Computer Science, Information Technology or related field.
    • Experience in application support for Oracle cloud solutions.

  Preferred Certifications

  • Oracle Certified Professional (OCP) / Oracle CX Cloud Certification
  • ITIL Foundation Certification

  Personal Attributes:

  • A strategic thinker with excellent analytical and problem-solving skills.
  • Strong communicator able to convey complex information clearly to both technical and non-technical audiences.
  • Detail-oriented with a proactive approach to ownership, collaboration, and continuous improvement.
  • Capable of managing multiple priorities and delivering high-quality work on time.

  Benefits

  • Salary £50,000 - 60,000 per annum dependant on experience
  • Hybrid role, with the expectations of a minimum two days a week in the office in Hatfield
  • 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 and on Dental and Medical Insurance through our Tap4Perks scheme.
  • Up to 4 Affinity days a year to volunteer in the community.
  • Life Assurance.
  • Disability Confident

  If you need any reasonable adjustments and would like to apply in a different format, please do let us know.

  Interview Process

  1st Stage interview – Teams

  2nd Stage interview – Head Office

  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.

  You can find out what it’s like to work at Affinity Water through our career site https://www.affinitywatercareers.co.uk/ where our colleagues share their career development stories and you can get a feel for our company culture.

  Why join us?

  At Affinity Water, you’ll work in a collaborative environment where your expertise and input are genuinely valued. This role offers the opportunity to influence core systems that directly impact customer satisfaction and operational success.

  You’ll benefit from flexible working, professional development, and the satisfaction of knowing your work supports the reliable delivery of a vital public service.