Description
West Midlands Trains, part of the Transport UK Group, operates around 1,300 train services every day, carrying over 60 million passengers annually across our two brands – West Midlands Railway and London Northwestern Railway.
We're passionate about delivering a safe, reliable and customer-focused service. To support this, we're continuing to invest in our people, our stations and our technology. As part of this investment, we're looking for an IT Application Support Analyst to join our team at our Birmingham Head Office.
As an IT Application Support Analyst, you'll be responsible for the day-to-day support and management of our business applications. You'll act as a key point of contact for resolving faults, fulfilling requests, and ensuring applications are configured securely and effectively. You'll also work closely with third-party suppliers and internal teams to maintain service levels and drive continuous improvement.
Key Responsibilities
* Provide technical support and management of business applications.
* Investigate and resolve application faults and service requests.
* Carry out maintenance, upgrades and feature enhancements.
* Develop and maintain interfaces between applications.
* Create and review test plans for upgrades and new installations.
* Produce usage reports and escalate complex issues where required.
* Liaise with suppliers to resolve issues within agreed SLAs.
* Support cyber security measures across business applications.
* Deliver excellent customer service to all users.
Skills, Knowledge and Expertise
* Degree-level education or equivalent experience.
* Proven experience in supporting and managing business applications.
* Familiarity with client/server, SaaS, or IaaS delivered business applications.
* Experience with application development methodologies (Agile, Waterfall, Kanban).
* Strong knowledge of Microsoft technologies, including Microsoft 365.
* Excellent problem-solving, troubleshooting, and customer service skills.
* Strong interpersonal, organizational, and communication skills.
* Ability to work well within a team.
Desirable Qualifications:
* Knowledge of the operational railway environment and related software applications.
* Experience in rolling out new applications or upgrades across wide areas.
* ITIL Foundation qualification.
* UK Driving License.
Benefits
* Up to £45,000 depending on experience
* Free travel on all our trains and those of other train companies within our parent group company - for you, your partner and any dependent children
* Pension – one of the best schemes available
* 75% off all other train company travel tickets
* Retail discounts
* Career development opportunities
About London Northwestern & West Midlands Railways
We are proud to operate two new railway brands for and to the Midlands, the North West and London.
In the Midlands the West Midlands Railway brand is a local railway placing Birmingham at the centre of its network. We run the majority of the local services, as well as direct trains to many of the surrounding towns and cities, including Redditch, Stratford-upon-Avon, Worcester, Hereford, Shrewsbury, Telford, and Northampton.
Our London Northwestern Railway brand serves the London to Liverpool route on the west coast, stopping at Birmingham, Milton Keynes and Northampton, with the West Midlands at its heart.
Both services are operated by West Midlands Trains Ltd, part of Transport UK.
Each business brings a wealth of knowledge and expertise to the franchise and it's our aim to give you the rail experience you deserve at the price you want to pay.