Application Support Technical Analyst

Greene King Corporate - Bra_001; East Staffordshire; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Career development across Greene King

Employee discounts on brands

Employee assistance program

Hotel/inn discounts

Job summary

Greene King is seeking an Application Support Analyst for a 12-month FTC/secondment across its IT operations in the UK. The role focuses on 3rd/4th line support, incident management, and collaboration with internal teams and suppliers to maintain uptime and performance.

Strong SQL and coding skills, ITIL/ITSM knowledge, and familiarity with ServiceNow or similar tools are required. You'll engage with security and infrastructure teams to ensure systems meet business needs, participate in on-call

Qualifications

• ITIL/ITSM v3 certification and experience with IT service management tools.
• Experience with ServiceNow or similar CRM/ITSM tools.
• Proficient in SQL for data queries and issue resolution.
• Basic coding skills for quick fixes and automation.
• Familiarity with Windows OS environments as the primary platform.
• Strong log analysis capabilities for troubleshooting.
• Experience building and executing testing plans.
• Ability to build relationships with customers at all levels.

Responsibilities

• Act as 3rd/4th line support for the business.
• Escalation point for 2nd and 3rd line team members.
• Utilise SQL and coding to aid fixes and system development.
• Manage the application portfolio to maintain uptime targets and ensure upgrades/patching.
• Deliver incidents within SLA, ensuring issues are understood and resolved.
• Own root cause analysis to minimise issue volume and improve user experience.
• Coordinate with Security and Infrastructure to ensure hardware supports applications.
• Work with internal teams and 3rd party suppliers to improve performance and reliability.
• Assist in managing 3rd party suppliers and continuous improvement programmes.

Skills

ITIL/ITSM v3

ServiceNow

SQL

Basic coding

Windows OS

Log analysis

Testing plans

Customer relationships

Job description

12 Month FTC/Secondment Opportunity

Your role as Application Support Analyst

• Act as 3rd/4th Line Support for the Business
• Be an escalation point for our 2nd and 3rd Line Team Members
• Use SQL and Coding skills to aid resolution of fixes and improve development of systems
• As part of the team, manage our application portfolio to maintain our aggressive system uptime targets, whilst ensuring systems are upgraded, patched, and maintained in a proactive and timely manner
• Be responsible for delivery of agreed incident SLA’s and ensure all the support issues are fully understood, managed, and resolved
• Own root cause targeting for the team to minimise the volume of issues and improve the customer experience of applications
• Liaise with Security and Infrastructure teams to ensure hardware solutions provided meet the needs of the business so far as the applications are concerned
• Work closely with internal teams and 3rd party suppliers to improve system performance, reliability, and usability
• Help manage 3rd party suppliers, supplier reviews and continuous improvement programmes

What you'll bring...

• Excellent communication skills, combined with a high degree of enthusiasm, drive and commitment
• Taking part in Out of Hours rota
• Strong problem-solving and troubleshooting skills
• Attention to detail ensuring accuracy in all aspects of work
• Ability to engage and prioritise work to ensure SLAs are met in agreed timescales
• Have a personal drive to stay ahead of the market by researching and understanding
• Ability to work independently
• Strong interest in technology overall
• An ability to cope, and thrive, in a fast paced, dynamic, and fun environment with varied and multiple demands

#LI-AP1

Qualifications

Required Skills

• ITIL / ITSM v3 Certification
• ServiceNow and other CRM software
• SQL
• Basic coding
• Windows OS Environments
• Log analysis
• Building and using testing plans
• The ability to build relationships with key customers at all levels Preferred skills

Preferred Skills

• NoSQL
• iSeries inc. IBM OS
• iWMS
• SSO technologies (preferably Okta)
• Understanding of hospitality or brewing industry and relevant technologies

Additional Information

We’re all about rewarding our team’s hard work, that’s why…

You’ll receive a competitive salary, pension contribution as well as:

• The chance to further your career across our well-known brands – as one of the industry's top apprenticeship providers, we can provide training and development at each level of your career.
• Discount of 33% for you and 15% for your loved ones on all of our brands – so you enjoy your favourite food and drink at a discount.
• Free employee assistance program – mental health, well-being, financial, and legal support because you matter!
• Discount of 50% for you and 25% for your loved ones at our Greene King Inns and hotels. – so you can enjoy a weekend away without breaking the bank.
• Refer a friend – who do you know who could be interested in a new role? When they are placed, you could earn £1,500 for referring them!
• Wagestream – access your wage before payday for when life happens.
• Retail discounts – Receive up to 30% off at Superdrug, exclusive discounts with three mobile along with many more…