Software Support Analyst

TN United Kingdom; West Midlands Combined Authority; On-site; GBP 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a skilled Application Support Specialist to join their dynamic team. This role involves monitoring and maintaining critical application components, providing second-line support, and coordinating with stakeholders for application patching. The ideal candidate will possess a strong understanding of ITIL processes and be adept in application design and development. If you're passionate about technology and customer service, and thrive in a fast-paced environment, this is an exciting opportunity to make a significant impact in a forward-thinking organization.

Qualifications

• Experience in a 2nd Line Application Support role is preferred.
• Familiarity with web services and distributed systems is essential.

Responsibilities

• Monitor and maintain web servers, application servers, and MS-SQL databases.
• Coordinate with third-party suppliers and manage incident resolution.

Skills

ITIL processes

Problem analysis

Application design & development

Backup and Disaster Recovery

Customer focus

Education

ITIL v3/4 Foundation certification

Tableau certification

Tools

MS-SQL Server

IIS

Kubernetes

Grafana

Elastic Cloud

PowerShell

JavaScript

HTML

SQL

Job description

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Key Tasks

The post holder will be required to do the following:

1. Monitor components such as web servers, application servers, log files, disk space, and MS-SQL databases.
2. Serve as a point of escalation for all application-related issues.
3. Work as part of a second-line support team, managing incident resolution and root cause analysis.
4. Coordinate with third-party suppliers, stakeholders, and departmental ICT teams for application patching and releases.
5. Maintain middleware such as IIS, MS-SQL Server, Active Directory, ASP, and .NET, including troubleshooting and performance tuning.
6. Work with cloud, container technologies, and Kubernetes.
7. Design, develop, test, and deploy Tableau dashboards.
8. Write reports using PowerShell, JavaScript, HTML, and SQL.
9. Provide daily support for COTS and web-based applications with problem-solving emphasis.
10. Maintain a strong customer focus, understanding internal and external customer needs.

Key Skills

The post holder must have:

1. Understanding of ITIL processes, incident, change, and problem management, including SLAs.
2. Ability to understand business logic, technical tools, and analyze problems.
3. Knowledge of application design & development, agile methodologies, and infrastructure technologies.
4. Understanding of application backup, restores, and Disaster Recovery processes.

Experience

The candidate should have:

1. Knowledge of web services, distributed systems, and web application development.
2. Experience with incident and service request resolution using service management tools.
3. Familiarity with application languages and technologies such as SQL, HTML, .NET, C#, and IIS.
4. Experience with Elasticsearch or NoSQL document stores.
5. Experience administering monitoring systems like Kubernetes, Grafana, and Elastic Cloud.
6. Strong background in database technology, including complex SQL queries and stored procedures.
7. Experience applying ITIL processes for application support.

Desirables

Additional qualifications include:

1. Previous experience in a 2nd Line Application Support role.
2. ITIL v3/4 Foundation certification.
3. Tableau certification is desirable.

Due to the urgency of this role, candidates with or who have held high-level security clearance are encouraged to apply. Successful applicants will require security clearance, which can take up to 18 weeks.