About the role:
Your Coop are looking for a Senior Application Support Analyst to join our society. We’re a unique multi-sector group operating in Food, Childcare, Travel, Post Office, Healthcare and Utilities, meaning you will get a breadth of experience in a collaborative and fast-moving organisation. No two days will ever be the same!
At Your Coop, you will be part of business that puts people at the heart of everything they do. What makes us different?
The money you help us make is returned to our members and communities. We are a cooperative which means we share a third of our profits to our members and invest a third in our community support initiatives. In a profit-driven world, we are the difference.
We’re proud to be owned by our members, and we’d love to be owned by you.
As an Senior Application Support Analyst, you will be responsible for: •Contribute expertise to project teams including active participation in developing the support model for new applications
•For support matters, manage third party resources and deliverables to SLAs
•Resolve assigned support calls efficiently and effectively using ITIL aligned processes, with the maximum amount of customer care and within agreed SLAs
•Proactively monitor and manage incidents and work requests (standard and non-standard), balancing these workloads to meet service level agreements
•Manage and deliver technical change controlling quality, time and cost, following the CAB process and writing/maintaining support documentation
•Support testing using defined test scripts and acceptance criteria
•Work closely with other Service Delivery teams to provide knowledge base articles to run problems into known errors.
•Ensure a positive customer experience for all customers of Co-operative IT
•Ensure that business groups and users are provided with appropriate communication throughout the process and use the feedback to ensure the success of the proposed solution.
•Ensure valuable documentation and other important data is safely secured.
•Ensure confidentiality of all trading and other sensitive information both within and outside of work.
•Support the Application Support Analysts in developing their technical and non-technical skills through support and coaching
•Act as support and a point of escalation for the Applications Support Analysts
Who are we looking for?
To be a successful candidate for this role you will need:
•Computer Science degree or equivalent through experience
•Minimum of 3 years technical experience in applications support or development, including fault finding and resolution
•Technical background in the systems of the business area(s) supported with relevant qualifications
•Business acumen and proven track record of customer service
•Solid understanding of ITIL;
•ITIL v3 Foundation Certification (Desirable)
What can we offer you?
Joining us means you will be part of something amazing and it also means you will have access to great benefits including:
1. 60% discount on your childcare fees.
2. Save 20% on your food shopping expenses.
3. Get up to £500 off your next holiday.
4. Benefit from Wagestream - our financial wellbeing app.
5. Earn paid volunteering hours to give back to your community.
6. Access GroceryAid for dedicated colleague mental health support.
7. Engage in full training and accredited development programs.
Don't miss out on this opportunity to start your journey with us today!