We have an exciting opportunity for an Application Support Analyst, working as part of the Enterprise Applications team to provide diverse support across all business units.
Working closely with all team members to build up a library of common work instructions for recurring tickets, managing problem investigation, administering the change request process and taking ownership for overall support levels within the team.
Responsibilities
* Take ownership for the support services for our managed applications across the team.
* Help streamline and improve the support processes for the ERP system by working with key business stakeholders to implement efficient ways of working and create a catalogue of common tasks.
* Help troubleshoot issues and support business users with training and hands on assistance.
* Understand and support teams across our smaller sites and our national distribution centre to implement a help desk that works efficiently at different scales.
* Administer the change request process to ensure all documentation is complete and milestones are adhered to.
* Build and maintain strong relationships with key business users and stakeholders.
* Respond, follow up, co‑ordinate and solve issues using an enterprise helpdesk solution, meeting set SLA (Service Level Agreement) agreements.
* Manage, prioritise, and communicate workload, risks, and project requirements effectively to ensure you meet business deadlines.
* Work within the Enterprise Applications Team to collaborate on cross‑functional activities and identify areas of improvement.
* Create and maintain documentation for various business processes and projects ensuring that we have records of all work we undertake.
* Create a suite of Master Data Management tasks that can be requested easily and implemented quickly across all areas of our systems.
* Organise own workload with minimal supervision, delivering to agreed schedules and reporting progress.
* Provide detailed analysis of system defects as and when required.
* Support our business migrations on site in the hyper‑care periods to introduce new businesses to our support structures.
* Take responsibility for the setup of all key required requests, incidents, problems and change requests in our IT (Information Technology) Service Desk solution.
* Create and update high‑quality key documentation; Process and User Guides, Project plans, Proposal documents.
* Data Management and maintenance – ensuring we have easy to use processes for updating and managing data for all end users.
* Monitoring & Reporting from our IT Service Management tools.
Skills and Experience
* Strong IT literacy with confidence using a range of systems.
* Good knowledge of ERP systems and the Microsoft Office Suite.
* Understanding of IT systems and infrastructure.
* Experience using Microsoft Dynamics AX in an operational environment.
* Strong Microsoft Dynamics AX knowledge (Preferred).
* Understanding of ITIL processes (e.g., incident, problem, and request management).
* Experience supporting change and release activities within a structured environment.
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