Application Administrator

AXA Group; Little Island; Hybrid; EUR 45,000 - 65,000; Full time

Job summary

Laya Healthcare is seeking an experienced Applications Administrator to join our Systems Team in Cork. This hybrid role focuses on supporting, maintaining and enhancing enterprise applications critical to business processes and customer services.

You will work with stakeholders, vendors and IT colleagues to ensure reliable, secure services and contribute to improvements and innovation across the portfolio.

Qualifications

• Minimum 3 years' experience supporting enterprise or business-critical applications.
• Experience in application support, systems support or business systems environments.
• Experience managing incidents, problems and changes in a structured support environment.
• Experience supporting SaaS and cloud-based applications.
• Experience administering user access and application configurations.
• Experience with service management platforms such as SysAid, ServiceNow or Jira.
• Strong troubleshooting, analytical and root cause analysis skills.
• Excellent communication and stakeholder management skills.

Responsibilities

• Develop and maintain specialist knowledge of the Genesys Cloud Contact Centre platform and support its ongoing administration, optimisation and enhancement.
• Provide second and third-line support for business-critical applications.
• Investigate, diagnose and resolve application incidents, service requests and technical issues within agreed service levels.
• Monitor application performance, availability and system health, identifying and resolving issues proactively.
• Administer application configurations, user provisioning, access controls and security permissions.
• Support system integrations and data interfaces between applications.
• Assist with the planning, testing, deployment and support of application upgrades and enhancements.
• Develop and maintain application documentation and operating procedures.
• Coordinate and support User Acceptance Testing (UAT) and business sign-off activities.
• Provide post-implementation support for projects and system changes
• Build and maintain effective working relationships with stakeholders, vendors and third-party support partners
• Identify opportunities for automation, operational efficiencies and service improvements
• Ensure compliance with IT governance, information security, audit and regulatory requirements
• Contribute to continuous improvement initiatives across the Applications Team
• Participate in on-call or out-of-hours support arrangements where required

Skills

Incident management

SaaS experience

Troubleshooting

Stakeholder management

Security awareness

Education

Bachelor's Degree in IT/related field

ITIL certification desirable

Tools

SysAid

ServiceNow

Jira

Job description

Application Administrator

Location: Cork Office, Little Island
Working Pattern: Hybrid
Company: Laya Healthcare
Department: Systems Team
Reporting to: Applications Team Lead
Contract Type: Fixed Term Contract (11 Months)

About the Role

Laya Healthcare is seeking a proactive and technically skilled Applications Administrator to join our Systems Team.

This is an exciting opportunity to play a key role in supporting, maintaining, and enhancing a portfolio of business-critical applications that underpin essential business processes and customer services across the organisation. Working closely with business stakeholders, vendors, project teams and IT colleagues, you will help ensure application services are reliable, secure, and aligned with business requirements while supporting ongoing improvements and innovation.

The Applications Team supports the organisation in delivering its strategic objectives through the effective management, support, enhancement and optimisation of enterprise applications, enabling operational excellence and enhancing both customer and employee experiences.

Key Responsibilities

• Develop and maintain specialist knowledge of the Genesys Cloud Contact Centre platform and support its ongoing administration, optimisation and enhancement
• Provide second and third-line support for business-critical applications
• Investigate, diagnose and resolve application incidents, service requests and technical issues within agreed service levels
• Monitor application performance, availability and system health, identifying and resolving issues proactively
• Administer application configurations, user provisioning, access controls and security permissions
• Support system integrations and data interfaces between applications
• Assist with the planning, testing, deployment and support of application upgrades and enhancements
• Develop and maintain application documentation and operating procedures
• Coordinate and support User Acceptance Testing (UAT) and business sign-off activities
• Provide post-implementation support for projects and system changes
• Build and maintain effective working relationships with stakeholders, vendors and third-party support partners
• Identify opportunities for automation, operational efficiencies and service improvements
• Ensure compliance with IT governance, information security, audit and regulatory requirements
• Contribute to continuous improvement initiatives across the Applications Team
• Participate in on-call or out-of-hours support arrangements where required

Skills & Experience

• 3+ years' experience supporting enterprise or business-critical applications
• Experience working within an application support, systems support or business systems environment
• Experience managing incidents, problems and changes within a structured support environment
• Experience supporting SaaS and cloud-based applications
• Experience administering user access, permissions and application configurations
• Experience using service management platforms such as SysAid, ServiceNow, Jira or similar
• Strong troubleshooting, analytical and root cause analysis skills
• Experience working with third-party vendors and support providers
• Excellent communication and stakeholder management skills
• Experience supporting endpoint technologies and security solutions
• Ability to understand business processes and identify effective technology solutions
• Ability to troubleshoot complex application, integration and data-related issues

Desirable Experience

• Experience with contact centre technologies, including Genesys Cloud
• Knowledge of call routing, IVR design, workforce management and contact centre reporting
• Experience supporting CRM platforms such as Microsoft Dynamics or Talisma
• Experience supporting financial systems such as JD Edwards
• Experience with Power BI reporting solutions
• Familiarity with APIs, integrations and web services
• ITIL Foundation Certification or equivalent

Qualifications

• Bachelor's Degree in Information Technology, Computer Science, Business Information Systems or a related discipline, or equivalent experience
• Relevant industry certifications are desirable, including ITIL, Microsoft, Cloud Technologies, Genesys or Business Analysis certifications

What We're Looking For

• A proactive and solutions-focused approach to problem solving
• Strong attention to detail and commitment to delivering high-quality support
• A collaborative team player who enjoys working with a range of stakeholders
• The ability to manage multiple priorities in a fast-paced environment
• A continuous improvement mindset with a focus on enhancing systems and processes
• A strong customer-service orientation and commitment to delivering value to the business

Why Join Laya Healthcare

• Work with a diverse portfolio of enterprise technologies and business-critical systems
• Be part of a collaborative and innovative technology team
• Contribute to projects that have a direct impact on customer and employee experience
• Develop your technical expertise across a broad range of platforms and applications
• Enjoy a supportive environment that encourages continuous learning and development
• Benefit from a flexible hybrid working model

Diversity, Equity & Inclusion

At Laya Healthcare, we are committed to creating a workplace where everyone feels valued, respected and empowered to succeed. We believe diversity of thought, background and experience strengthens our teams and enables us to better serve our customers and communities. We welcome applications from candidates of all backgrounds and encourage everyone to bring their authentic selves to work.

Equal Opportunities Employer

Laya Healthcare is proud to be an equal opportunities employer. We are committed to providing a fair and inclusive recruitment process and do not discriminate on the basis of age, disability, gender identity or expression, family status, marital status, race, religion, sexual orientation, membership of the Traveller community, or any other characteristic protected by law. We are dedicated to building a workforce that reflects the diverse communities we serve.

Closing Date: 17th of October