We're looking for an experienced 2nd Line Application Support Analyst to work in our Digital department. Our vision at Arnold Clark Digital is to give our customers an outstanding, integrated and personalised digital experience, ensuring Arnold Clark is easy to do business with and remains one of the leaders in the car retail and mobility industry.
If the following job requirements and experience match your skills, please ensure you apply promptly.
Why choose us?
33 days' annual leave
Hybrid working
Generous employee discounts
Private healthcare
Workplace pension
Extensive training opportunities to grow and develop your skills
...and much more
Hours
Full time: Monday - Friday, 37.5 hours from 8.30am - 6pm
You will be required to provide rotational weekend cover, along with rotation cover for sales month end (12pm - 8pm). You may also be asked to provide weekend cover for sales and aftersales staff at our branches on a rota basis.
Location
This is a hybrid role, with your time spread between your home and our Head Office in Hillington, Glasgow.
About the role
Arnold Clark's Digital department is responsible for delivering application support across our rapidly growing business.
You'll be an adaptable team player with the skills to deliver remote and customer-facing support for our constantly expanding customer base and new applications, delivering technical and administrative services to support and maintain live applications.
Knowledge and experience
Application support
This role requires providing second-line support for bespoke software applications, resolving issues through incident management systems, phone and email. Level 4 is appropriate, as it reflects the capability to handle complex support tasks independently and manage incidents effectively.
Incident management
This role involves managing incidents, particularly for web and application troubleshooting, and includes coordinating with external suppliers for issue resolution.
Supplier management
The role requires direct interaction with third-party suppliers to address application-related issues.
Problem management
The role involves troubleshooting and problem resolution for web applications, focusing on identifying and analysing issues for effective resolution.
Knowledge management
This role includes writing and updating technical documentation to support knowledge sharing within the support team.
Customer service support
Given the strong focus on service delivery, customer satisfaction and mentoring first-line support are vital to this role.
Configuration management
The role may involve configuring and maintaining application settings or managing software versions for internal applications.
Functional testing
This role requires working with third-line teams and development to test application changes.
Learning delivery
The role includes training and mentoring first-line support staff.
Knowledge and experience
Over two years' IT support experience
A strong focus on service delivery and customer satisfaction
Attention to detail with a methodical and thorough approach to work
Ability to stay calm under pressure
Strong written and communication skills
A focused team player
Highly organised with excellent communication skills
Great time management and the ability to prioritise multiple responsibilities
Nice to have (but not essential)
Experience of working in an application support role
Quality Assurance certification and experience/knowledge of web testing methodology
Experience/knowledge of ITIL
• Understanding of LAN/WAN technologies - TCP/IP, Ethernet, ADSL, VPN etc.
Experience/knowledge of Kerridge/Rev8 DMS Application
At Arnold Clark, we are adopting SFIA Version 9 framework for all roles that require digital / IT skills. In the case of this role, we have reviewed the required skills and skill levels that we regard as essential. To find out more about SFIA and version 9 of the framework, you can visit: https://sfia-online.org/en
You may be asked to provide evidence as to how you are already operating at these skill levels if you are invited to interview with us.
Our culture
Arnold Clark is committed to creating a diverse and inclusive workplace. We strive to create an environment where collaboration, unique perspectives and multiple approaches are celebrated. We care about our employees and our communities, we nurture talent and encourage ambition, and we are passionate about people who take pride in their work. Our employees are at the heart of everything we do - diverse in our make-up, united in our goals.
To find out more about Life at Arnold Clark, visit our website.
Employment within the Arnold Clark Group is offered subject to satisfactory reference and disclosure check.
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