ITSM Application Support Analyst

Vitality Corporate Services; Bournemouth; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading Health Insurance provider in Bournemouth seeks an ITSM Application Support Analyst to ensure smooth operation of their ITSM platform. This full-time role includes managing application health, resolving issues, and supporting user access. Candidates should have a degree or equivalent and 1-3 years of IT experience, along with strong analytical and communication skills. The company promotes a diverse work environment and offers competitive benefits, including a bonus scheme and health insurance.

Benefits

Bonus Schemes

Pension matching up to 6%

Health insurance

Life Assurance

Flexible working options

Qualifications

• 1 to 3 years of IT and business work experience is preferred.
• Ability to communicate technical concepts clearly and effectively.
• Experience of working within deadlines in a high-pressure environment.

Responsibilities

• Manage the health of the application and track this with dashboards.
• Monitor all incoming tickets for agreed solutions.
• Ensure all users have appropriate access to the application.

Skills

Analytical and problem-solving skills

Proactive and able to work under own steam

Experience of administration functions within an application/system

Excellent analytical, critical thinking

Good interpersonal, communication skills

Education

Degree level or equivalent

Job description

About The Role

Team: IT Service Management

Working Pattern – Hybrid. 2 days per week in the Vitality Bournemouth Office. Full‑time, 35 hours per week. We are happy to discuss flexible working!

Top 3 skills needed for this role

• Analytical and problem‑solving skills
• Proactive and able to work under own steam
• Experience of administration functions within an application / system

What this role is all about

As an ITSM Application Support Analyst, you’ll play a key role in ensuring our ITSM platform runs smoothly, is user‑friendly, and issues are resolved quickly. You’ll support everything from access management and request fulfilment to incident and problem resolution, working closely with teams across the business to improve workflows and automation.

Key Actions

• Self‑prioritise own workload and manage it effectively in line with SLAs and OLAs set for the application
• Manage the health of the application and track this with dashboards and reporting
• Monitor all incoming tickets/cases for agreed solutions and ensure that self‑service, self‑healing and best practice are encouraged and promoted
• Create and maintain quality documentation to support training, resolution and application management

Analysis and diagnosis of application errors

• Ensure all users have appropriate access to the application and that joiners, movers and leavers tasks are completed in a timely manner
• Monitor, review and test enhancements to the application on a weekly basis, ensuring the application continues to deliver the best value for our users
• Understand service requests and challenge where appropriate to ensure the integrity of the application

Support the user base with reporting and dashboard queries

• Proactively develop own knowledge of the application and be an ambassador for it

What do you need to thrive?

• Degree level or equivalent + 1 to 3 years of IT and business work experience
• The ability to communicate technical concepts clearly and effectively, both written and oral
• Excellent analytical, critical thinking and problem‑solving skills
• The ability to draw out requirements from non‑technical users
• Experience of working within deadlines, operating in a high‑pressure environment
• Good interpersonal, communication and presentation skills
• Team player, with a positive and customer‑focused outlook

Benefits

• Bonus Schemes: a bonus that regularly rewards you for your performance
• A pension of up to 12%; we will match your contributions up to 6% of your salary
• Our award‑winning Vitality health insurance
• Life Assurance
• Four times annual salary
• And many more perks—please visit our careers page for the full benefits list

If you are successful in your application and join us at Vitality, this is our promise to you:

• Help you to be the healthiest you’ve ever been.
• Create an environment that embraces you as you are and enables you to be your best self.
• Give you flexibility on how, where and when you work.
• Help you advance your career by playing you to your strengths.
• Give you a voice to help our business grow and make Vitality a great place to be.
• Give you the space to try, fail and learn.
• Provide a healthy balance of challenge and support.
• Recognise and reward you with a competitive salary and amazing benefits.
• Be there for you when you need us.
• Provide opportunities for you to be a force for good in society.

About The Company

We're really excited to announce that we have recently been awarded "Top 10 Best Places To Work" in the Sunday Times Awards 2024! Vitality is a multi‑award‑winning UK insurance brand, here to make the world a healthier, happier place. We’ve been a purpose and values‑driven business from day one—our core purpose is to make people healthier and protect their lives. We incentivise people to live healthier longer lives, benefiting them, our business and society. We’re successful because we attract, develop and retain the best people.

Diversity & Inclusion

At Vitality, we’re committed to diversity and inclusion because it’s good for our employees, for our business, and for society. We welcome applications from individuals of all backgrounds, experiences, and perspectives.

Vitality’s approach to sustainability

Vitality is a business that drives positive change. We reward people for making and sustaining healthier choices. Healthy people also need a healthy environment. To learn more, please visit our Careers page.

If we receive a high volume of quality applications we may need to close this vacancy early. If you are interested, please submit your application as soon as possible.

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