Business Application Support Analyst

Arc IT Recruitment Limited; Greater London; On-site; GBP 30,000 - 50,000; Full time

Job summary

Arc IT Recruitment Limited is seeking an Application Support Analyst in London. You will join the IT Business Applications team, own running of key vendor platforms, fix issues, and support the business with ITIL processes and future AI and data platform initiatives.

You will handle 1st/2nd line support, coordinate with vendors and developers, manage incidents and changes in ServiceNow, and track performance and trends while keeping documentation current.

Qualifications

• 2-3 years in IT application support or 2nd line support
• ITIL Foundation certification is a bonus
• Experience with ServiceNow or similar ITSM tool
• Strong understanding of change management and the application lifecycle
• Ability to explain technical concepts to non-technical people
• Ability to juggle multiple priorities

Responsibilities

• Handle 1st and 2nd line support and fix incidents quickly
• Collaborate with vendors, development team and outsourced infrastructure
• Run incident, problem, change and release management per ITIL
• Manage tickets and workflows in ServiceNow
• Be the go-to person for application questions and escalations
• Track SLAs and root causes of issues and implement fixes
• Report on application performance, incident trends, and release schedules
• Keep documentation and knowledge base up-to-date

Skills

ITIL knowledge

Troubleshooting

Communication

Prioritization

Problem management

Incident management

Education

ITIL Foundation certification

Tools

ServiceNow

Job description

Application Support Analyst | Private Equity

London, City

Leading and ever-growing private equity business is seeking a new Business Application Support Analyst role based in London.

The role

You'll sit in the IT Business Applications team and work hand in hand with the Applications Business Manager for private equity. Day to day, you'll own the running of a set of well-known vendor platforms, which means keeping them working, fixing what breaks and being the person the business comes to when something isn't right.

It's a good mix of hands-on support, ITIL process and working closely with the business. There's also a real roadmap ahead, including AI tools and a new data platform, so you won't just be keeping the lights on.

What you'll be doing

• Handling 1st and 2nd line support and getting incidents fixed quickly
• Working through issues with vendors, the development team and the outsourced infrastructure provider
• Running incident, problem, change and release management in line with ITIL
• Managing tickets and workflows in ServiceNow
• Being the go-to person for application questions and escalations
• Tracking SLAs, getting to the root cause of repeat issues and putting proper fixes in place
• Reporting on application performance, incident trends and release schedules
• Keeping documentation and the knowledge base current

What you'll need

• At least 2 - 3 years in IT application support, 2nd line support or release management
• A good grasp of ITIL (Foundation certification is a bonus)
• Experience with ServiceNow or a similar ITSM tool
• A solid understanding of change management and the application lifecycle
• Strong troubleshooting skills and the ability to explain things clearly to non-technical people
• Comfort juggling several priorities at once

Nice to have

• Financial services experience, ideally private equity, asset management or fund admin
• Hands-on time with any of the applications above
• Some knowledge of CRM systems or cloud (Azure or AWS)

What's on offer

• A role in a growing private markets business, backed by a well-established global group
• Hands-on exposure to leading fintech platforms, plus the AI and data work coming up
• The opportunity to progress within a growth market