Application Support Analyst

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• Provide 2 nd and 3 rd line support for the application portfolio
• Monitor application systems, identifying performance trends and taking action when necessary to stop problems arising
• Liaise with 3 rd party suppliers, ensuring issues are escalated and dealt with as necessary and to SLA
• Own application/system documentation and the data repository that holds that information (i.e. SharePoint)
• Provide technical support to the application architect and project services as required for project deliverables
• Provide test support for new and enhanced systems/applications
• Responsible for Change Management process, ensuring that changes are managed, roll-back plans are in place and that they are appropriately scheduled and approved by CAB, liaising with Change Manager
• Owns Configuration Management process
• Responsible for scheduled maintenance and capacity planning
• Ensure that security, compliance and legislation is considered in all aspects of the role and associated processes
• Responsible for the development and maintenance of the data warehouse
• Run reports and conduct analysis in-line with Business/Management requirements
• Responsible for the provision of performance information, ensuring timely, accurate reports are provided to the necessary parties
• Work with the Application Architect and Project Services to ensure that data/information analysis and reporting is considered in the development of new and enhanced systems design to ensure consideration is given to the linking, matching and cleansing of data across systems.

• Proven experience working in 2 nd /3 rd line support role
• Experience of working with ITIL processes within an organisation, in particular, incident, request, change and problem Management
• Experience working in a customer facing technical role
• Proven experience working with and managing 3 rd party suppliers
• Experience managing assets, both hardware and software