Application Support Analyst with 2nd and 3rd Line

Application Support Analyst with 2nd and 3rd Line Job DescriptionApplication Support AnalystReporting to the IT Service Delivery Manager, the Application Support Analyst has primary responsibility for providing day to day operational support for the Company Application Portfolio, through the effective use and management of incident, requests and problems.You will be responsible for the regular monitoring and maintenance of the application portfolio.You will be responsible for the change management process for the Company, ensuring that the all changes are managed in accordance with the appropriate policies and that they have an appropriate roll-back plan and are scheduled in conjunction with the SSC and 3 rd party suppliers as appropriate.In addition you will provide appropriate SharePoint expertise, in terms of support, content management and development of sites, services and functionality.ResponsibilitiesProvide 2 nd and 3 rd line support for the Company application portfolioMonitor application systems, identifying performance trends and taking action when necessary to stop problems arisingLiaise with 3 rd party suppliers, ensuring issues are escalated and dealt with as necessary and to SLAManage all system access requestsOwn 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 deliverablesEnsure that pro-formas are completed and submitted and track deliveryProvide test support for new and enhanced systems/applicationsResponsible for Change Management process, ensuring that changes are managed, roll-back plans are in place and that they are appropriately scheduled and approved, liasing with SSC Change ManagerOwns Configuration Management processResponsible for scheduled maintenance and capacity planningEnsure that security, compliance and legislation is considered in all aspects of the role and associated processesResponsible for the development and maintenance of the Corp data warehouseRun reports and conduct analysis in-line with Business/Management requirementsResponsible for the provision of performance information, ensuring timely, accurate reports are provided to the necessary partiesWork 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.Knowledge & ExperienceProven experience working in 1 st and 2 nd line support roleExperience of working with ITIL processes within an organisation, in particular, incident, request, change and problem ManagementExperience working in a customer facing technical roleProven experience working with and managing 3 rd party suppliersExperience managing assets, both hardware and softwareKnowledge and understanding of the Company application portfolioPersonal AttributesExcellent team working and interpersonal communication skillsExceptional oral and written communication skillsGood team player and collaborativeAbility to work on own initiative and with minimal supervisionTechnical background in application support and maintenanceAbility to manage competing prioritiesExcellent attention to detailAnalytical, with excellent problem-solving skillsAbility to put the Customer at the heart of everything they doThe position is based in Central London.The salary for this role is £35K - £40K + Benefits.Please do send your CV to us in Word format along with your salary and notice period.
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