Senior Application Support Analyst - Flexible Growth & Impact

Sword Group; Aberdeen City; On-site; GBP 40,000 - 55,000; Full time

Benefits offered by this job

Personalised Career Development

Flexible working

Pension scheme

Job summary

Sword Group is seeking a Senior Application Support Analyst to deliver responsive support for business applications, resolve incidents and requests, and improve documentation, service quality and customer confidence.

You will handle incidents, requests and escalations, implement minor software modifications, and train Service Desk colleagues to ensure effective knowledge sharing and high customer satisfaction.

Qualifications

• Experience in application support or technical service support.
• Strong analytical and troubleshooting capability.
• Understanding of incident, request, problem and change processes.
• Strong stakeholder engagement and communication skills.
• Ability to manage priorities in a customer-facing delivery environment.
• A structured approach to documentation, governance, quality and continuous improvement.
• Collaborative working style with a focus on customer outcomes.
• ITIL Foundation or equivalent service management experience.
• Experience with Microsoft technologies, enterprise applications or customer-specific systems.
• Experience working in managed service or regulated customer environments.

Responsibilities

• Provide application support for incidents, service requests and escalations in line with agreed processes.
• Implement minor software modifications and minor/major projects following quality documented processes to resolve underlying issues and provide improvements
• Possess expert knowledge of specific applications and provide training for Service Desk colleagues in these applications to facilitate knowledge sharing and to be confident when dealing with the customer and other 3rd parties.
• Investigate and resolve application issues while keeping customers informed of progress.
• Work with service desk colleagues, application specialists and customer teams to restore service.
• Support problem investigation, root cause analysis and workaround identification.
• Maintain application documentation and knowledge content to improve support efficiency.
• Support small changes, improvements and project activity where required.
• Help ensure incidents and requests are progressed within agreed service levels.
• Build positive working relationships with customers and internal support teams.

Skills

Analytical thinking

Troubleshooting

Stakeholder engagement

Communication skills

Prioritisation

Documentation

Collaboration

Education

ITIL Foundation

Tools

Microsoft technologies

Job description

Sword Group is seeking a Senior Application Support Analyst to deliver responsive support for business applications, resolve incidents and requests, and improve documentation, service quality and customer confidence.

You will handle incidents, requests and escalations, implement minor software modifications, and train Service Desk colleagues to ensure effective knowledge sharing and high customer satisfaction.