Application Support Analyst with 2nd and 3rd Line

Jas Gujral; Peterborough; On-site; GBP 35,000 - 40,000; Full time

Job summary

An international company is seeking an Application Support Analyst to provide essential 2nd and 3rd line support for their application portfolio. This role involves monitoring application systems, managing incidents, and ensuring compliance with security and legislative requirements. You will collaborate with project teams and third-party suppliers to enhance system performance and maintain documentation. This is a fantastic opportunity to join a dynamic team and contribute to the operational success of a diverse application landscape while developing your skills in a supportive environment.

Qualifications

• Proven experience in 1st and 2nd line support roles.
• Knowledge of ITIL processes and application portfolios.

Responsibilities

• Provide 2nd and 3rd line support for the application portfolio.
• Monitor application systems and manage system access requests.

Skills

2nd Line Support

3rd Line Support

ITIL Processes

Customer-facing Technical Support

Application Portfolio Knowledge

Interpersonal Skills

Communication Skills

Tools

SharePoint

Job description

Application Support Analyst 2^nd and 3^rd Line Support

Our client, an international company, is looking to recruit an Application Support Analyst with experience in 2^nd and 3^rd line support.

The main responsibility is providing day-to-day operational support for the client's application portfolio through effective use and management of incidents, requests, and problems.

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

Additionally, you will provide SharePoint support, including content management and development of sites, services, and functionalities.

Responsibilities

• Provide 2^nd and 3^rd line support for the application portfolio
• Monitor application systems, identify performance trends, and take proactive measures to prevent issues
• Liaise with third-party suppliers to escalate and resolve issues within SLAs
• Manage system access requests
• Maintain application/system documentation and the data repository (e.g., SharePoint)
• Support application architects and project teams for deliverables
• Complete and track pro-formas and project delivery
• Assist with testing of new and enhanced systems/applications
• Manage change processes, including scheduling, approval, and rollback plans
• Oversee configuration management
• Plan scheduled maintenance and capacity
• Ensure security, compliance, and legislative requirements are met
• Develop and maintain the client's data warehouse
• Generate reports and perform analysis based on business needs
• Provide performance reports to relevant stakeholders
• Collaborate with architects and project teams to incorporate data analysis in system development, ensuring data linking, matching, and cleansing

Experience

• Proven experience in 1^st and 2^nd line support roles
• Experience with ITIL processes, especially incident, request, change, and problem management
• Customer-facing technical support experience
• Managing third-party suppliers
• Asset management experience (hardware and software)
• Knowledge of application portfolios

• Excellent teamwork and interpersonal skills
• Strong oral and written communication skills
• Collaborative team player
• Ability to work independently with minimal supervision
• Technical background in application support and maintenance

The role is based in Peterborough, with a salary range of £35K - £40K.

Please send your CV in Word format, including your notice period and availability.