Support Analyst - Application Support

Sopra Steria; Portsmouth; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

25 days annual leave

Life assurance

6% pension

Job summary

Sopra Steria’s ADS account is recruiting 6 Support Analysts to join a growing team supporting a key programme. This role is based onsite in Portsmouth and requires working a 24x7 shift pattern to ensure continuous service delivery.

Applicants should have Application Support experience, ITIL awareness, and exposure to DevOps or scripted support models. You will contribute to incident, problem, change management and documentation efforts while maintaining strong communication with teammates and

Qualifications

• Experience in Application Support.
• ITIL Foundation or awareness of ITIL-based support environments.
• Experience supporting applications through a DevOps or scripted support model.
• Good problem-solving skills with the ability to investigate issues and follow them through to resolution.
• An understanding of core support processes such as incident, request, and problem management.
• Experience working in a structured environment with defined processes, priorities, and service targets.
• Strong communication skills and the ability to work effectively with users, team members, and technical colleagues.

Responsibilities

• Log, manage, and resolve incidents, requests, and support queries in line with agreed processes and service levels.
• Investigate application and user issues, carry out initial analysis, and either resolve or escape where needed.
• Monitor live services and help ensure systems are running effectively within agreed service targets.
• Support problem management and change activity by following defined procedures and maintaining accurate support records.
• Assist with testing, system checks, and release support activities to help maintain service stability.
• Produce and update support documentation, user guidance, and operational records to support day-to-day service delivery.

Skills

Application Support

ITIL Foundation

DevOps/Scripted Support

Problem Solving

Incident/Problem Management

Structured Processes

Communication

Job description

Are you a Support Analyst looking for a new challenge?

Sopra Steria’s ADS account is seeking to recruit 6 Support Analysts to join a growing team supporting a key programme within our sector. This is a fantastic opportunity for analysts with a background in application support, or helpdesk environments who are looking to develop their careers in a highly professional and mission-focused setting.

Working as part of a 24/7 shift-based support team, you will play a key role in ensuring the effective operation, support, and continuous improvement of business-critical applications. The role will involve incident, problem, request, and change management, with opportunities to contribute to testing, implementation, and operational process development.

What You Will Be Doing

• Log, manage, and resolve incidents, requests, and support queries in line with agreed processes and service levels.
• Investigate application and user issues, carry out initial analysis, and either resolve or escape where needed.
• Monitor live services and help ensure systems are running effectively within agreed service targets.
• Support problem management and change activity by following defined procedures and maintaining accurate support records.
• Assist with testing, system checks, and release support activities to help maintain service stability.
• Produce and update support documentation, user guidance, and operational records to support day-to-day service delivery.

What You Will Bring

• Experience in Application Support.
• ITIL Foundation or awareness of ITIL-based support environments.
• Experience supporting applications through a DevOps or scripted support model.
• Good problem-solving skills with the ability to investigate issues and follow them through to resolution.
• An understanding of core support processes such as incident, request, and problem management.
• Experience working in a structured environment with defined processes, priorities, and service targets.
• Strong communication skills and the ability to work effectively with users, team members, and technical colleagues.
• Willingness to work onsite in a secure environment and be part of a 24/7 shift rota.

Employment Type: Permanent

Location: Portsmouth – onsite 24x7 shift-based

Security Clearance Level: Active DV, otherwise willingness to go through this clearance

Salary: Dependant on experience

Benefits: 25 days annual leave with the choice to buy extra days, life assurance, and 6% pension

Loved reading about this job and want to know more about us?

Sopra Steria’s Aerospace, Defence and Security business designs, develops and deploys digital solutions to Central Government clients. The work we do makes a real difference to the client’s goal of National Security, and we operate in a unique and privileged environment. We are given time for professional development activities, and we coach and mentor our colleagues, sharing knowledge and learning from each other. We foster a culture in which employees feel valued and supported and have pride in their work for the customer, delivering outstanding rates of customer satisfaction in the UK’s most complex safety- and security-critical markets. We embrace difference as a source of creativity, innovation and competitive advantage and are striving to become a more diverse organisation. We welcome applications from people with a diverse variety of backgrounds and identities. We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status. We have partnered with Vercida, the UK's largest diversity and inclusion focused careers site, where all our vacancies are available in an accessible format. If you require any adjustments to the recruitment process, to enable you to perform to the best of your ability, please let us know when completing your application. We participate in the Disability Confident scheme and are committed to offering an interview to any candidate with a disability, who meets the minimum criteria for the role. If you believe this could apply to you, please let us know when completing your application.