Application Support Analyst 2nd and 3rd Line
Our Client an international company a looking to recruit an Application Support Analyst with experience of 2nd and 3rd line support.
The main responsibility for providing day to day operational support for the Clients Application Portfolio, through the effective use and management of incident, requests and problems.
You will be responsible for the regular monitoring and maintenance of the application portfolio.
In addition you will provide appropriate SharePoint expertise, in terms of support, content management and development of sites, services and functionality.
Responsibilities
1. Provide 2nd and 3rd line support for the Clients application portfolio
2. Monitor application systems, identifying performance trends and taking action when necessary to stop problems arising
3. Liaise with 3rd party suppliers, ensuring issues are escalated and dealt with as necessary and to SLA
4. Manage all system access requests
5. Own application/ system documentation and the data repository that holds that information (i.e. SharePoint)
6. Provide technical support to the application architect and project services as required for project deliverables
7. Ensure that pro-formas are completed and submitted and track delivery
8. Provide test support for new and enhanced systems/ applications
9. Responsible for Change Management process, ensuring that changes are managed, roll-back plans are in place and that they are appropriately scheduled and approved
10. Owns Configuration Management process
11. Responsible for scheduled maintenance and capacity planning
12. Ensure that security, compliance and legislation is considered in all aspects of the role and associated processes
13. Responsible for the development and maintenance of the Clients data warehouse
14. Run reports and conduct analysis in-line with Business/ Management requirements
15. Responsible for the provision of performance information, ensuring timely, accurate reports are provided to the necessary parties
16. Work with the Application Architect and Project Services to ensure that data/ information analysis and reporting is considered in the development of new and enhanced systems design to ensure consideration is given to the linking, matching and cleansing of data across systems.
Experience
Proven experience working in 1st and 2nd line support role
17. Experience of working with ITIL processes within an organisation, in particular, incident, request, change and problem Management
18. Experience working in a customer facing technical role
19. Proven experience working with and managing 3rd party suppliers
20. Experience managing assets, both hardware and software
21. Knowledge and understanding of the application portfolio
22. Excellent team working and interpersonal communication skills
23. Exceptional oral and written communication skills
24. Good team player and collaborative
25. Ability to work on own initiative and with minimal supervision
26. Technical background in application support and maintenance
The position will be based in Peterborough.
The salary for this role will be in the range £35K - £40K.
Please do send your CV to us in Word format along with your notice period and availability.