The Application Support Transition Analyst is responsible for managing the transition of applications into steady-state support while also providing ongoing application support and operational stability. This role ensures seamless handover, effective knowledge transfer, operational documentation readiness, architectural completeness, effective governance between Delivery, Support, Vendors, Business stakeholders safeguarding production stability,
The role requires understanding of CRM integrations, Salesforce Data Cloud and integrated Enterprise Application ecosystems.
The ideal candidate demonstrates good stakeholder communication and meeting facilitation skills, with the ability to effectively engage and influence stakeholders at all levels. Additionally, the candidate should have proven experience in identifying and mitigating risks and be comfortable operating in fast-paced, enterprise-level environments.
Key Responsibilities
Support Transition & Readiness
1. Plan, coordinate, and execute application transitions from development teams, vendors, or third parties into support.
2. Provide support during critical releases or transition milestones and manage change requests and support release deployments.
3. Ensure all support artifacts (runbooks, SOPs, architecture diagrams, data flow diagrams, access management, Integration landscape documentation, escalation matrices) are complete and validated.
4. Liaise with project management team to conduct transition workshops and knowledge transfer sessions with support teams.
5. Identify and define SLAs, XLAs, aligned with existing operational support models and business requirements.
6. Identify risks, delays, technical gaps, and escalate proactively to stakeholders.
7. Ensure monitoring, logging, and alerting mechanisms are in place for BAU support.
8. Support stabilization phase and transition closure reporting.
Application & Integration Support
9. Review and guide support teams on operationalisation and stabilisation.
10. Monitor application stability, system integrations, and performance.
11. Coordinate troubleshooting efforts for cross-platform issues with infrastructure, database, network, and vendor teams for issue resolution.
12. Maintain support documentation and knowledge base articles.
13. Remain flexible to assist in other operational or project-related activities as needed.
14. Provide functional leadership and coordination to support teams in handling incidents, changes, service requests, and problem management activities.
15. Ensure timely resolution of incidents in line with SLA commitments and compliance with ITIL-based service management processes
16. Facilitate root cause analysis (RCA) for major incidents, track corrective actions and contribute to post-incident reviews and lessons learned documentation.
17. Support audit and compliance requirements.
18. Identify opportunities for automation and process improvement.
Governance & Stakeholder Management
19. Act as liaison between business users, IT teams, and external vendors.
20. Facilitate regular progress tracking calls with Support and Delivery teams.
21. Provide regular status reporting on incidents, risks, transition progress, and support readiness to stakeholders.
22. Escalate risks and operational concerns proactively to Service Lead.
23. Participate in service review meetings.
24. Work closely with DR Manager to ensure Disaster Recovery (DR) and Business Continuity Planning (BCP) are validated and in place.
Required experience
25. 5-7 years of experience in Application Support or Transition role.
26. experience supporting Sales, Service, Data or CRM ecosystems.
27. Proven experience managing support transition from project delivery to BAU support.
28. Service stability and operational excellence focused.
29. Understanding of Development Lifecycle & Deployment Mechanisms.
30. Excellent analytical, organizational, and problem-solving skills.
31. Ability to manage multiple priorities and deadlines effectively.
32. experience of Service Lifecycle Management.
33. Proven experience in SaaS application management and support.
34. experience with ITSM tools (ServiceNow, Jira, etc.).
35. Strong understanding of ITIL framework (Incident, Problem, Change Management).
*Hybrid working - 2 days per week in Richmond office*
Job Title: Application Support Transition Analyst
Location: London, UK
Job Type: Contract
Trading as TEKsystems. Allegis Group Limited, Maxis 2, Western Road, Bracknell, RG12 1RT, United Kingdom. No. 2876353. Allegis Group Limited operates as an Employment Business and Employment Agency as set out in the Conduct of Employment Agencies and Employment Businesses Regulations 2003. TEKsystems is a company within the Allegis Group network of companies (collectively referred to as "Allegis Group"). Aerotek, Aston Carter, EASi, Talentis Solutions, TEKsystems, Stamford Consultants and The Stamford Group are Allegis Group brands.