Senior Application Support Analyst - Impactful IT, Flexible

Sword Group; Aberdeen City; On-site; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Generous benefits package

Career development

Job summary

Sword Group is seeking a Senior Application Support Analyst to provide responsive support for business applications, resolving incidents and requests while improving documentation, service quality and customer confidence.

Based in the UK, you will manage incidents, implement minor software changes, train Service Desk colleagues, investigate issues and collaborate with stakeholders to restore service. Strong ITIL knowledge and Microsoft technologies experience are preferred.

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

Application support

Analytical skills

ITIL processes

Stakeholder comms

Prioritisation

Documentation quality

Collaborative

ITIL Foundation

Microsoft tech

Managed services

Job description

Sword Group is seeking a Senior Application Support Analyst to provide responsive support for business applications, resolving incidents and requests while improving documentation, service quality and customer confidence.

Based in the UK, you will manage incidents, implement minor software changes, train Service Desk colleagues, investigate issues and collaborate with stakeholders to restore service. Strong ITIL knowledge and Microsoft technologies experience are preferred.