About Our Client
This organisation is a well-established not-for-profit entity dedicated to making a positive impact in the community. As a medium-sized organisation, it offers a collaborative environment with a focus on leveraging technology to support its mission.
Job Description
* Support. Provides second line support for applications within the portfolio and works with suppliers and/or in house squads for 3rd line and other support and maintenance tasks. May be required to provide 3rd line support on an exception's basis. Provides specialist SME knowledge and expertise on projects as required.
* Supplier Liaison. Works closely with suppliers to manage and resolve 3rd line incidents and monitor supplier delivery against SLA.
* Out of Hours Support. Provides out of hours support as part of a support standby rota.
* Release Management & Upgrades. Monitors supplier release and upgrade schedules, ensuring that these are scheduled and rolled out. Ensures that applications are always on supported versions and platforms are working for all teams, making sure there are no conflicts.
* Contract Monitoring. Maintain a register of contracts and end dates and ensures that renewals and procurements are flagged in plenty of time.
* Leadership and management. Act as the SME for applications in the portfolio. Takes ownership of the application lifecycle, ensuring that applications continue to meet business needs. Creates and maintain the Application Strategy and Roadmap. Ensures application upgrades are scheduled and rolled out in a timely manner. Plays active role in internal and external Service Reviews.
The Successful Applicant
A successful NEC Application Support Analyst should have:
* Strong problem-solving skills, with a focus on providing exceptional customer service
* Good understanding of the applications in their portfolio, and in depth understanding and Subject Matter Expertise in a subset of these. (e.g. D365, Sitecore etc).
* Previous experience in a customer-facing role ideally from working in a similar role in medium large IT organisation
* Ability to explain technical issues to those with non-technical backgrounds. Strong written, oral English, with the ability to advise, and inform in a consultative manner
* Experience of working in a highly collaborative environment; able to work effectively within a cross functional team with internal and external colleagues
Whats on Offer
* Permanent role with opportunities for professional development.
* Holiday leave and benefits package to be confirmed upon offer.
* Hybrid work structure 2 days onsite
* Be part of a not-for-profit organisation making a meaningful impact.
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