Application Support Analyst Hybrid – Defence Academy, Swindon, SN6 8LA Full Time, Permanent Band 6 / £28,000 - £37,000 (dependent on experience) SC Clearance is essential (or the ability to achieve it) Here at Serco, we’re seeking an Application Support Analyst to join our dedicated team at the Defence Academy. This role is central to ensuring the smooth operation, configuration, and continuous improvement of the business applications that support training and operations across the Academy. If you enjoy problem‑solving, working with data, and supporting users in a mission‑critical environment, this is a role where you can make a real impact. As an Application Support Analyst, you will be responsible for the day‑to‑day support and enhancement of key business applications, including COTS systems and bespoke solutions. You will also play a key role in delivering business intelligence and management reporting using Microsoft Power BI. You will report directly to the Application Support Team Leader, working closely with colleagues across the Defence Academy to ensure applications are reliable, secure, and continuously improved. This is a hybrid role, but due to the importance of early knowledge transfer and stakeholder engagement, greater on‑site visibility will be required during the initial months. As part of this you’ll: Deliver business intelligence and management reporting using Power BI Support service enhancements for TOPdesk and CAFM Explorer, contributing across the full business improvement lifecycle Provide second‑line support for business applications Resolve support calls, ensuring accurate logging, adherence to procedures, and SLA compliance Conduct system testing for bespoke application improvements and COTS upgrades Assist with configuration and optimisation of COTS applications used across the Defence Academy What you’ll need to do the role: Strong working knowledge of Power BI Experience with Transact‑SQL (T‑SQL) Proven troubleshooting and problem‑solving ability High attention to detail and a rigorous approach to quality Excellent customer service, communication, and interpersonal skills Ability to work effectively within a team and with stakeholders at all levels Desirable Skills: Experience with SharePoint Familiarity with TOPdesk or other call‑management systems Experience with CAFM Explorer or other facilities management systems Ability to work to exacting standards and tight deadlines Strong workload‑prioritisation skills Positive, adaptable, and collaborative approach Experience in an Application Support or Application Management environment Awareness of Six Sigma or other lean methodologies Why Serco: Meaningful and vital work: In this position, your work is vital to the business, in terms of decisions and growth. You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors, personal growth, achievement and development won’t be hard to find. You'll also work with great people. You’ll find yourself working in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence. What we offer: Flexible working considered Pension – 6% Chance to contribute to innovation in the public services A company passionate about diversity and inclusion Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships. A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Cash Plans, and more. A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco. A safe and supportive culture. This role requires formal Security Clearance which includes more detailed background checks on employment, criminal record, and financial history to ensure suitability for working in secure environments. Please note that UK residency requirements may apply for certain levels of clearance. You will also complete an Occupational Health Questionnaire so we can identify and provide any support you may need to undertake the role effectively. To discover more about our careers in Defence, meet our team, and to find out more about what we offer, please follow this Link. Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens, we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. As a proud Disability Confident Leader and holder of the Gold Inclusive Employer Standard, disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. defencejobs