Application Support Analyst

Vanquis; Bradford (IA); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Flexible Hybrid Working

Learning & Wellbeing

Two Volunteering Days

Enhanced Family Leave

Birthday Leave

Job summary

Vanquis seeks an Application Support Analyst to maintain business-critical applications and integrations across Salesforce, MuleSoft, GoAnywhere and Genesys. You will own Level 2 incidents from diagnosis to resolution, investigate failures with logs and traces, and drive root-cause analysis to prevent recurrence.

The role emphasises collaboration with engineering and operations to improve resilience. The position offers a flexible hybrid work model, exposure to enterprise platforms, and

Qualifications

• Experience in Application Support, Integration Support or a similar technical role.
• Hands-on experience supporting business-critical production systems and integrated enterprise platforms.
• Strong troubleshooting skills across applications, APIs, integrations, file transfers, logs and monitoring tools.
• Experience of incident and problem management, root cause analysis and defect tracking in production environments.
• Ability to prioritise concurrent issues by business impact and communicate clear diagnostics to engineering teams.

Responsibilities

• Own Level 2 incidents from diagnosis through resolution and root cause analysis.
• Troubleshoot issues across Salesforce, MuleSoft APIs, GoAnywhere MFT workflows and Genesys contact flows.
• Use logs, transaction traces, API payloads and Sumo Logic dashboards to investigate failures and performance issues.
• Manage incidents, problems, changes, defects and technical backlog items through ITSM tooling and Azure DevOps.
• Monitor platform health, integrations, batch jobs, APIs and contact centre services, identifying recurring risks and opportunities to automate.
• Act as a subject matter expert, creating runbooks, sharing knowledge and coaching colleagues.

Skills

Troubleshooting

Incident management

Root cause analysis

Cross-team collaboration

Clear diagnostics to engineering

Tools

Azure DevOps

ITSM tooling

Salesforce

MuleSoft

Genesys

Job description

Keep the platforms our customers and colleagues rely on performing at their best

We’ve invested in modernising our technology landscape and strengthening the platforms that support our customers and colleagues. The opportunity now is to make those services even more stable, resilient and easy to support.

As an Application Support Analyst, you’ll provide support across business-critical applications and integrations, using hands-on investigation to resolve incidents and prevent repeat issues. You’ll make a visible impact by improving service reliability, strengthening operational capability and sharing specialist knowledge across the team.

There’s More to the Story

This role is just one part of a much bigger transformation. Explore our Technology & Change careers page to meet the teams, discover our technology journey and see how you can help shape what’s next.

How you’ll make an impact

You’ll...

Own Level 2 incidents from diagnosis through resolution and root cause analysis.

Troubleshoot issues across Salesforce, MuleSoft APIs, GoAnywhere MFT workflows and Genesys contact flows.

Use logs, transaction traces, API payloads and Sumo Logic dashboards to investigate failures and performance issues.

Manage incidents, problems, changes, defects and technical backlog items through ITSM tooling and Azure DevOps.

Monitor platform health, integrations, batch jobs, APIs and contact centre services, identifying recurring risks and opportunities to automate.

Act as a subject matter expert, creating runbooks, sharing knowledge and coaching colleagues.

So that...

Business-critical services recover quickly and repeat issues are reduced.

Cross-platform failures are understood and resolved with clear technical evidence.

The team can identify root causes across application, integration and data layers.

Work is prioritised by business impact and progressed in line with service expectations.

Services become more resilient, observable and efficient to support.

Capability grows across the team and single points of failure are reduced.

Why this role matters

Reliable applications and integrations are essential to the services our customers and colleagues use every day. This role helps protect the stability, availability and performance of platforms including Salesforce, Genesys, GoAnywhere, MuleSoft and Sumo Logic.

You’ll work closely with Application Support, Engineering, Development, project teams, business operations, contact centre stakeholders and third-party suppliers, seeing how your technical expertise contributes to faster recovery, reduced downtime and more resilient services.

Our Application Support approach

Customer and service focus

We prioritise work according to business impact, risk and the customer experience.

Evidence-led investigation

We use logs, payloads, traces and monitoring data to diagnose issues thoroughly.

Shared ownership

We collaborate across support, engineering, project and operational teams from diagnosis to resolution.

Continuous improvement

We address root causes, automate manual activity and improve the resilience of services.

Knowledge sharing

We create clear runbooks, coach colleagues and build capability across the team.

Technology stack

Core platforms

Salesforce

MuleSoft and REST/SOAP APIs

GoAnywhere MFT/SFTP

Genesys contact centre services

Integrated and asynchronous processing

Support and delivery tooling

Azure DevOps and ITSM tooling

Sumo Logic and observability dashboards

JSON, XML, payloads and log structures

Runbooks, data-flow mappings and recovery procedures

Defect, release and problem management

Essential Experience

Experience in Application Support, Integration Support or a similar technical role.

Hands-on experience supporting business-critical production systems and integrated enterprise platforms.

Strong troubleshooting skills across applications, APIs, integrations, file transfers, logs and monitoring tools.

Experience of incident and problem management, root cause analysis and defect tracking in production environments.

Ability to prioritise concurrent issues by business impact and communicate clear diagnostics to engineering teams.

Useful, but not essential

Practical experience with one or more of Salesforce, MuleSoft, GoAnywhere, Genesys or Sumo Logic.

Working knowledge of REST/SOAP, JSON, XML, API payloads, asynchronous processing and system dependencies.

Experience using Azure DevOps for defect lifecycle management, backlog tracking or release coordination.

Experience creating operational runbooks, coaching colleagues or acting as a subject matter expert.

Career development

You’ll have opportunities to deepen your expertise across enterprise applications and integrations, become a subject matter expert in a core technology pillar, lead service improvement activity and build your capability through coaching, knowledge sharing and hands‑on problem solving.

Why Vanquis?

Benefits & Culture

Award-winning Employer

Great Place to Work Certified

• Financial Times Best Employers 2025 & 2026
• Armed Forces Friendly Employer, Bronze.
• Flexible Hybrid Working: A balanced approach to office and home working.
• Inclusive Culture: A workplace where colleagues are supported, respected and encouraged to be themselves.
• Up to 10% Pension Contribution: Helping you plan and prepare for the future.
• 25-30 Days Annual Leave: Time away to rest, reset and recharge.
• Learning & Wellbeing: LinkedIn Learning Access to learning resources to support your growth and development.
• Two Volunteering Days: Paid time to support causes that matter to you.
• Enhanced Family Leave: Supporting colleagues through important life moments.
• Paid Birthday Leave: An extra day off to celebrate you.
• Career Development Opportunities: Support to build skills, grow your career and shape what comes next.
• Ready to shape what's next? If you're looking for an operational strategy role where you can improve customer journeys, influence senior decisions and see the impact of your work, we'd love to hear from you. Bring your experience to Vanquis and make your next career move one that shapes what comes next. The Next Chapter Starts With You.

Recruitment agency information

Our Talent Acquisition team manages all recruitment activity directly. We work with approved recruitment partners where additional support is required. Unsolicited CVs submitted without prior agreement from Vanquis Talent Acquisition will be considered direct applications and no agency fees will be payable.

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