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.
Responsibilities
* Support and enhance key business applications, including COTS systems and bespoke solutions.
* Deliver business intelligence and management reporting using Microsoft Power BI.
* Support service enhancements for TOPdesk and CAFM Explorer throughout the 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.
* Report directly to the Application Support Team Leader and work with colleagues across the Academy.
* Operate in a hybrid environment; greater on-site visibility required during the initial months.
Qualifications
* Strong working knowledge of Power BI.
* Experience with Transact SQL (TSQL).
* 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.
Benefits
* Flexible working considered.
* Pension - 6%.
* Chance to contribute to innovation in the public services.
* A company passionate about diversity and inclusion.
* Serco discounts (cinema, merchandise, online shopping, mobile phone plans, leisure centre memberships).
* Benefits supporting health and wellbeing (Employee Assistance Programme, Simply Health Cash Plans, etc.).
* Career development training (role specific training, leadership coaching, formal study, etc.).
* 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. UK residency requirements may apply for certain levels of clearance. An Occupational Health Questionnaire will also be completed.
J-18808-Ljbffr