Application Support Analyst with 2nd and 3rd Line

Onyx-Conseil; Greater London; On-site; GBP 35,000 - 48,000; Full time

Job summary

Onyx-Conseil is seeking an Application Support Analyst to oversee day-to-day support for the Company Application Portfolio and to manage incidents, requests, and problems.

You will monitor the portfolio, handle change management with approved rollback plans, and provide SharePoint expertise for content management and site development.

Qualifications

• Proven experience in 1st and 2nd line support.
• Experience with ITIL incident, request, change and problem management.
• Customer-facing technical experience.
• Experience managing third-party suppliers.
• Experience asset management (hardware and software).
• Knowledge of the Company application portfolio.

Responsibilities

• Provide 2nd and 3rd line support for the application portfolio.
• Monitor application systems and identify performance trends.
• Liaise with 3rd party suppliers to ensure SLA compliance.
• Manage all system access requests.
• Own documentation and the data repository (SharePoint).
• Provide test support for new and enhanced systems.
• Coordinate Change Management with SSC Change Manager.
• Own and maintain Configuration Management processes.
• Schedule maintenance and capacity planning.
• Ensure security, compliance and legislation considerations.
• Develop and maintain the corporate data warehouse.
• Run reports and conduct analysis for management.
• Support data analysis and reporting with architects/project services.

Skills

2nd line support

Incident management

Change management

SharePoint

Stakeholder management

SLA awareness

Tools

SharePoint

Job description

Application Support Analyst

Reporting to the IT Service Delivery Manager, the Application Support Analyst has primary responsibility for providing day to day operational support for the Company 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.

You will be responsible for the change management process for the Company, ensuring that the all changes are managed in accordance with the appropriate policies and that they have an appropriate roll-back plan and are scheduled in conjunction with the SSC and 3 party suppliers as appropriate.

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 Company application portfolio
• Monitor application systems, identifying performance trends and taking action when necessary to stop problems arising
• Liaise with 3 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, liasing with SSC Change Manager
• Owns Configuration Management process
• Responsible for scheduled maintenance and capacity planning
• Ensure that security, compliance and legislation is considered in all aspects of the role and associated processes
• Responsible for the development and maintenance of the Corp 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.

Knowledge & 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 3 party suppliers
• Experience managing assets, both hardware and software
• Knowledge and understanding of the Company application portfolio

Personal Attributes

• 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