Business Applications Analyst

A2Dominion; Walpole; Hybrid; GBP 40,000 - 45,000; Full time

Benefits offered by this job

25 days holiday

Bank Holidays 28 days

Employer pension 8%

Flexible working

Health & lifestyle allowance

Job summary

A2Dominion in Ealing is seeking a Business Applications Analyst to join our IT team on a 35-hour hybrid schedule. The role involves providing second- and third-line support for business applications and guiding users on system usage and processes.

You will work with the Applications Support Manager and Product Owners to improve services, monitor incidents, and promote best practices in ITIL-aligned service management across the organization.

Qualifications

• Experience supporting business applications in a user-facing environment.
• ITIL or equivalent service management qualification.
• Experience in housing or similar sector.
• Ability to guide colleagues with varying levels of technical knowledge.

Responsibilities

• Provide second-line and third-line support across business applications, resolving incidents and service requests within agreed timescales and to a high standard.
• Act as a key point of contact for business users, responding to system queries and providing clear, practical guidance on application use and business processes.
• Help colleagues understand how applications are designed to be used, promoting consistent working practices and adherence to agreed processes and controls.
• Engage proactively with users and stakeholders to identify incorrect system use, areas of misunderstanding and process gaps that may be increasing support demand or affecting data quality.
• Deliver user training and knowledge-sharing activities that help colleagues use business applications confidently and effectively.
• Work closely with the Applications Support Manager and Product Owners to identify opportunities to improve services, system usability and business processes.
• Monitor incident trends and recurring issues, contributing to problem management and recommending preventative improvements.
• Support the transition of new and changed services into business-as-usual operations through user-readiness activities, documentation and knowledge transfer.
• Follow IT Service Management processes, including Incident, Problem, Change and Knowledge Management, while maintaining clear and accurate records.

Skills

ITIL qualification

Housing sector experience

User-facing support

Communication

Root cause analysis

Tools

NEC system

Job description

Salary: £39,857 - 45,000 per year

Requirements:

• Experience working in housing or a similar sector
• An ITIL or equivalent service management qualification
• Experience supporting business applications in a user-facing environment
• Experience using NEC system (highly desirable)
• The ability to provide clear, practical guidance to colleagues with different levels of technical knowledge
• Strong problem-solving skills, with the ability to identify root causes and recommend practical improvements
• Experience working with third-party support providers and managing escalations
• A good understanding of IT Service Management processes, including Incident, Problem, Change and Knowledge Management

Responsibilities:

• Provide second-line and third-line support across our business applications, resolving incidents and service requests within agreed timescales and to a high standard
• Act as a key point of contact for business users, responding to system queries and providing clear, practical guidance on application use and business processes
• Help colleagues understand how applications are designed to be used, promoting consistent working practices and adherence to agreed processes and controls
• Engage proactively with users and stakeholders to identify incorrect system use, areas of misunderstanding and process gaps that may be increasing support demand or affecting data quality
• Deliver user training and knowledge-sharing activities that help colleagues use business applications confidently and effectively
• Work closely with the Applications Support Manager and Product Owners to identify opportunities to improve services, system usability and business processes
• Monitor incident trends and recurring issues, contributing to problem management and recommending preventative improvements
• Support the transition of new and changed services into business-as-usual operations through user-readiness activities, documentation and knowledge transfer
• Follow IT Service Management processes, including Incident, Problem, Change and Knowledge Management, while maintaining clear and accurate records

Technologies:

• Support
• ITIL

More:

We are A2Dominion, hiring for a Business Applications Analyst in Ealing with hybrid working and some office attendance required. This is a permanent full-time role of 35 hours per week, Monday to Friday, with a salary of £39,857 to £45,000 depending on experience. We offer flexible benefits, salary exchange benefits, rewards and discounts, 25 days holiday plus Bank Holidays increasing to 28 days with 3 years of service, up to 8% contributory pension, flexible working, and an annual allowance of up to £300 for health and lifestyle benefits for you and your family. We are proud to be a Disability Confident Employer, offer an inclusive and accessible recruitment process, and value diversity, flexibility and a family-friendly culture.

last updated 38 week of 2026