Application Support Analyst — Triage & Investigate

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

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.