Application Support Analyst

Working within the internal IT Service Desk team; the Application Support Analyst will provide 1st and 2nd line support of the application estate, ensuring a smooth day-to-day operation of the business. The application estate covers multiple systems, applications and integrations across all customer-facing and back office functions of the business.Working closely with the full Technology and Transformation team, the role will deliver a professional Applications Support function, following issues from receipt to resolution with clear and prompt end user communication. The role will identify and feedback to internal and external 3rd line System, Application and Development support teams as needed.The role will also participate in scheduled monitoring, maintenance and project activities relating to the application estate, including pro-active monitoring tasks, scheduled maintenance activities and be involved in key Project events.ResponsibilitiesOperationalWorking in a small team but part of the wider IT Service Desk function, the Application Support Analyst will be assigned, pick up and resolve IT Support tickets raised through the IT Service Desk platform relating to Business Applications.The Application Support Analyst will provide day-to-day 1st and 2nd line support for all Business Applications including Microsoft Dynamics 365 Finance, Supply Chain Management and Commerce (including POS software and hardware), Oracle Micros Symphony (including POS software and hardware), Adyen and Verifone Payment Solutions, Bartender, Microsoft SharePoint Online, Microsoft Teams Microsoft Office 365, Microsoft Power Platform, Mimecast, Zscaler, Avery Berkel scales.The Application Support Analyst will participate in defined scheduled monitoring and routine maintenance activities covering key tasks related to Business Applications estate.The Application Support Analyst will also be involved in key activities in the Project lifecycle and implementation of new applications including Testing cycles, Go Live and Cutover events and Transition to Support activity.The Application Support Analyst will be committed to providing the highest standards of service, working and communicating well within the wider team.The Application Support Analyst will clearly and concisely communicate, both verbally and in writing, to all levels of internal staff throughout the organisation when resolving Business Applications support tickets.The Application Support Analyst will take escalation actions where needed, raising and continuing to manage escalated support tickets to third line internal and external support partners.The Application Support Analyst will work closely with the wider Transformation and Technology teams as needed when working on routine monitoring, maintenance and project activities.Previous Experience (including qualifications where relevant)* Proven experience of supporting IT Business Applications for a minimum of three years, preferably within the Retail sector* Experience in supporting any Point of Sale (POS) solution is essential* Experience in working with and/or supporting Microsoft Dynamics AX or D365 (Finance, Supply Chain Management, Commerce) is an advantage.* Experience in supporting any other listed application is also an advantage* Experience with application interfaces and integrations (e.g. web services, SFTP, API's) is desirable.* Experience of working within an IT Service Desk function with ITIL or equivalent knowledge is desirableRole Specific Criteria (Category/Department/Technical)Essential (E) or Desirable (D)Incident and problem managementRetail or hospitality Point of Sale systems knowledge and skillsSharePoint Online and MS Teams AdminMicrosoft Dynamics AX / D365 application knowledge and skillsBasic but solid understanding of Windows Operating Systems and ServicesEnterprise Resource Planning systems understanding and knowledgeUnderstanding of Microsoft SQL and basic query writing skillsBasic but solid understanding of API's and Web servicesOracle Micros, Fourth or other hospitality systemsFormal IT Services Desk use knowledge and skillsBehavioursAbility to manage conflicting priorities and end user expectationsTeam playerSelf-driven and assertiveProactively takes responsibility, owns any issues arising and follows through to resolutionStrong communication skills - written and verbalOutcomes focused and driving resultsSystematic approach to identifying faults and pursuing paths to resolutionPrioritising skills with the ability to manage workloadAnalytical abilities and problem solving skillsAbility to modify messages to technical and non-technical audiencesWorks at pace, but with accuracy and attention to detailSupports and encourages others to keep things simpleGood problem solving and communication skills and quick to learnStrong Customer Service orientationAbility to learn new technologies and adapt to new situationsWe are committed to developing your career and nurturing your talent, regardless of age; disability; gender reassignment; marriage and civil partnership; pregnancy and maternity; race; religion or belief; sex; sexual orientation. We respect and embrace each other's differences, to create a truly inclusive environment.In the last year alone, our people have been recognised and celebrated, winning awards for their outstanding contributions to Retail, Technology, Global Hospitality & Tourism, Visual Merchandising & Display, Customer Service and Local Community Awards.In return, we offer:A generous store and restaurant discount of up to 40%25 days holidays pro rata (excluded bank holidays) and an extra day off for your birthdayA fantastic subsidised staff restaurant which uses Fortnum's ingredientsA range of opportunities to develop and grow personally and professionally
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