Systems Application Analyst

Laya healthcare; Cork; Hybrid; EUR 52,000 - 76,000; Full time

Job summary

Laya healthcare in Cork is seeking a Systems Applications Analyst to join the Systems Team, supporting a portfolio of critical applications underpinning operations and customer services, with emphasis on reliability, security and business alignment. You'll work closely with business stakeholders, vendors and IT colleagues, developing specialist expertise in the Genesys Contact Centre platform and contributing to its support, administration and ongoing development.

Location: Cork (Hybrid).

Qualifications

• 3+ years' experience supporting enterprise or business-critical applications.
• Experience in an IT Applications, Systems Support or Business Systems environment.
• Knowledge of service management tools such as Jira, ServiceNow or similar and APIs/web services.
• Strong analytical, troubleshooting and problem-solving skills.
• Excellent communication and stakeholder management skills.

Responsibilities

• Provide second and third-line support for enterprise applications
• Investigate and resolve application incidents, problems and service requests
• Gather, analyse and document business and system requirements
• Support application upgrades, releases, testing and enhancements
• Manage application configurations, user access and integrations
• Collaborate with vendors and business stakeholders to deliver solutions and improvements
• Develop specialist knowledge of the Genesys Contact Centre platform
• Identify opportunities for process improvement, automation and optimisation

Skills

Enterprise application support

APIs & web services

Analytical problem solving

Stakeholder communication

Vendor collaboration

Tools

Jira

ServiceNow

Genesys

Job description

Are you passionate about technology, problem-solving and delivering excellent business solutions? We are looking for a Systems Applications Analyst to join our Systems Team and help support and enhance a portfolio of business-critical applications that underpin key operational processes and customer services.

Working closely with business stakeholders, vendors and IT colleagues, you will play a vital role in ensuring our applications remain reliable, secure and aligned to business needs. You will also have the opportunity to develop specialist expertise in the Genesys Contact Centre platform, becoming a key contributor to its support, administration and ongoing development.

Key Responsibilities

• Provide second and third-line support for enterprise applications
• Investigate and resolve application incidents, problems and service requests
• Gather, analyse and document business and system requirements
• Support application upgrades, releases, testing and enhancements
• Manage application configurations, user access and integrations
• Collaborate with vendors and business stakeholders to deliver solutions and improvements
• Develop specialist knowledge of the Genesys Contact Centre platform
• Identify opportunities for process improvement, automation and optimisation

About You

You will have:

• 3+ years' experience supporting enterprise or business-critical applications
• Experience in an IT Applications, Systems Support or Business Systems environment
• Knowledge of service management tools such as Jira, ServiceNow or similar
• Experience with APIs, integrations and web services
• Strong analytical, troubleshooting and problem-solving skills
• Excellent communication and stakeholder management skills

Experience with Genesys or within a contact centre environment would be advantageous but is not essential

Why Join Us?

This is an opportunity to work in a collaborative and innovative environment where you'll have exposure to a wide range of technologies, contribute to key business initiatives and further develop your expertise in enterprise applications and contact centre technologies.

Location: Cork (Hybrid)

Reporting to: Applications Team Lead

Closing Date: 4th of September