Support Analyst - Application Support

Sopra Steria Limited; Tipner; On-site; GBP 26,000 - 32,000; Full time

Job summary

Sopra Steria Limited, part of the ADS account, is recruiting 6 Support Analysts for a 24/7 shift-based team. You will handle incidents, requests, and changes, with opportunities to contribute to testing and operational improvements in a security-focused setting.

The role requires experience in application support, ITIL awareness, and the ability to work in a structured environment on site within a secure facility.

Qualifications

• Experience in Application Support.
• ITIL Foundation or awareness of ITIL-based support environments.
• Experience supporting applications through a DevOps or scripted support model.
• Strong problem-solving skills and ability to resolve issues.
• Understanding of incident, request, and problem management processes.
• Experience in a structured environment with defined processes and service targets.
• Strong communication and collaboration with users and technical colleagues.
• Willingness to work onsite in a secure environment and participate in a 24/7 shift rota.

Responsibilities

• Log, manage, and resolve incidents, requests, and support queries.
• Investigate issues, perform initial analysis, and escalate when needed.
• Monitor live services to meet targets and maintain availability.
• Support problem management and change activity with proper documentation.
• Assist with testing, system checks, and release support activities.
• Produce and update support documentation and user guidance.

Skills

Application support experience

ITIL Foundation

DevOps / scripted support

Communication skills

Structured processes

Job description

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. This role requires an active DV clearance. 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 escalating 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.
• 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. 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 havepartnered with Vercida, the UK's largest diversity and inclusion focused careers site, where all our vacancies are available in an accessible format.