Application Support Analyst with 2nd and 3rd Line

Onyx-Conseil; Cambridgeshire and Peterborough; On-site; GBP 35,000 - 40,000; Full time

Job summary

An international company in Peterborough is looking for an experienced Application Support Analyst to manage 2 and 3 line support for the application portfolio. You will be responsible for monitoring system performance, managing access requests, and ensuring compliance with ITIL processes. The ideal candidate will have a technical background and excellent communication skills, with a salary range of £35K to £40K.

Qualifications

• Proven experience in 1 and 2 line support roles.
• Knowledge of ITIL processes, particularly incident and change management.
• Experience managing 3rd party suppliers and assets.

Responsibilities

• Provide 2 and 3 line support for the application portfolio.
• Monitor application systems to prevent performance issues.
• Manage system access requests and documentation.
• Provide test support for new applications and oversee change management.
• Ensure compliance with security and legislation.

Skills

ITIL processes

Customer-facing technical role

Team working and interpersonal communication

Application support and maintenance

Job description

Application Support Analyst 2 and 3 Line

Our Client, an international company, is looking to recruit an Application Support Analyst with experience of 2 and 3 line support.

The main responsibility is providing day-to-day operational support for the Client's Application Portfolio, through the effective use and management of incident, requests, and problems.

You will be responsible for the regular monitoring and maintenance of the application portfolio.

In addition, you will provide appropriate SharePoint expertise, in terms of support, content management, and development of sites, services, and functionality.

Responsibilities

• Provide 2 and 3 line support for the Client's application portfolio
• Monitor application systems, identifying performance trends and taking action when necessary to stop problems arising
• Liaise with 3rd party suppliers, ensuring issues are escalated and dealt with as necessary and to SLA
• Manage all system access requests
• Own application/system documentation and the data repository that holds that information (i.e., SharePoint)
• Provide technical support to the application architect and project services as required for project deliverables
• Ensure that pro-formas are completed and submitted and track delivery
• Provide test support for new and enhanced systems/applications
• Responsible for Change Management process, ensuring that changes are managed, roll-back plans are in place, and that they are appropriately scheduled and approved
• Owns Configuration Management process
• Responsible for scheduled maintenance and capacity planning
• Ensure that security, compliance, and legislation are considered in all aspects of the role and associated processes
• Responsible for the development and maintenance of the Client's data warehouse
• Run reports and conduct analysis in-line with Business/Management requirements
• Responsible for the provision of performance information, ensuring timely, accurate reports are provided to the necessary parties
• Work with the Application Architect and Project Services to ensure that data/information analysis and reporting is considered in the development of new and enhanced systems design to ensure consideration is given to the linking, matching, and cleansing of data across systems

Experience

Proven experience working in 1 and 2 line support role

• Experience of working with ITIL processes within an organisation, in particular, incident, request, change, and problem Management
• Experience working in a customer-facing technical role
• Proven experience working with and managing 3rd party suppliers
• Experience managing assets, both hardware and software
• Knowledge and understanding of the application portfolio

• Excellent team working and interpersonal communication skills
• Exceptional oral and written communication skills
• Good team player and collaborative
• Ability to work on own initiative and with minimal supervision
• Technical background in application support and maintenance

The position will be based in Peterborough.

The salary for this role will be in the range £35K - £40K.

EEO statement: We are an equal opportunities employer and welcome applications from all qualified candidates.