Hybrid Application Support Analyst Audit Tech & Automation

National Audit Office; Greater London; Hybrid; GBP 43,000 - 50,000; Full time

Benefits offered by this job

Hybrid working policy

Overtime payments

Job summary

The National Audit Office (NAO) is seeking an Application Support Analyst to join Audit Technology Services. The role provides high-quality support for business-critical applications, manages incidents end-to-end, and collaborates with suppliers and internal teams to improve service delivery.

You will monitor performance, assist with testing, and contribute to knowledge materials while adapting to the NAO's hybrid working model (in-office at least 2 days/week).

Qualifications

• Experience supporting business-critical applications or digital services with incident triage and resolution.
• Solid understanding of IT service management including incident, problem, change, release and knowledge management.
• Ability to diagnose issues, identify recurring problems and work with teams to fix or workaround.
• Experience supporting releases, upgrades or patches with testing and defect management.
• Create or support user guidance and training materials for changes.
• Use service data and reporting tools to monitor performance and identify risks.
• Strong data analysis skills and intermediate Excel capability.
• Awareness of access management and least-privilege access.
• Familiarity with ITIL or equivalent service practices.

Responsibilities

• Provide high-quality application support for users, owning incidents to resolution or escalation.
• Investigate issues, identify recurring problems and coordinate with suppliers or tech teams for fixes.
• Admin tasks including joiners/movers/leavers, access changes, and periodic access reviews.
• Monitor availability, performance, capacity, data quality and service trends.
• Support incident, problem, change, release and knowledge management processes.
• Plan and execute functional, regression and user acceptance testing for releases.
• Coordinate supplier support tickets with clear evidence and monitoring.
• Create and maintain support procedures, knowledge articles, and user guidance.
• Support user training and adoption activities for changes.
• Assist projects and transitions of new services to BAU with proper documentation.

Skills

Incident triage

IT service management

Root-cause analysis

Release support

User guidance

Performance monitoring

Data analysis

Access management

ITIL aware

Tools

Dynamics 365

Power Platform

Dataverse

SharePoint

Azure DevOps

SQL

Job description

The National Audit Office (NAO) is seeking an Application Support Analyst to join Audit Technology Services. The role provides high-quality support for business-critical applications, manages incidents end-to-end, and collaborates with suppliers and internal teams to improve service delivery.

You will monitor performance, assist with testing, and contribute to knowledge materials while adapting to the NAO's hybrid working model (in-office at least 2 days/week).