Who we are
Hours: Monday to Friday 09:00 - 17:00 - 35 hours per week
Location: Hybrid role - 104 Dalton Ave, Birchwood, Warrington, WA3 6YF & Remote
Grade: CM40
Salary available on request.
Job purpose
The Application Support Analyst is responsible for supporting, maintaining, enhancing and upgrading the business applications, ensuring the applications meet the expected service levels. This role requires an individual that is flexible, adaptable and focused on providing excellent in business critical support for the Vaultex Applications that underpin the successful running of the operation.
Main responsibilities
1. Taking ownership to, manage, and resolve queries and incidents reported into the team. Maintaining accurate documentation of incidents, requests, resolutions, and procedures. Providing timely and efficient support across the Vaultex business.
2. Developing training skills to enhance technical skills.
3. Promptly triaging application team tickets, offering solutions or workarounds to incidents, problems, and requests.
4. Analyse and diagnose issues to identify root causes, implementing solutions or escalating when necessary.
5. Meet KPIs and SLA thresholds, working to reduce overall incident and request counts.
6. Manage potential safety and major incidents throughout their lifecycle, maintaining logs of critical incidents.
7. Collaborate with third parties and subject matter experts for 3rd line support. Coordinate with Application Delivery and key application owners for product updates and changes.
8. Maintain exceptional customer service skills, ensuring positive user experiences.
9. Identify and support process optimization opportunities, contributing to the implementation of proposed solutions.
10. Provide technical assistance and training to users on various software applications and tools.
11. Take part in the Application Team review meetings, providing constructive feedback to other team members.
Knowledge, skills and experience required
12. Experience working in an Application Support Team.
13. Experience working in an ITIL environment.
14. Demonstrable troubleshooting skills at various support levels.
15. Experience within a Software Development Environment and understanding of the SDLC.
16. Experience supporting bespoke application environments and familiarity with relevant technologies.
17. SQL server/SQL query knowledge.
18. Customer-focused attitude with a desire to support and resolve customer issues.
19. Ability to take ownership of tasks independently and collaboratively.
20. Ability to multitask and prioritise effectively.
21. Experience with IT Service Management Tools.
What we offer you
We are a Living Wage employer with Investors in People Platinum status, and as such have a great range of benefits:
22. Competitive holiday allowance with an option to purchase additional holidays (varies by grade).
23. Group life assurance 4 x salary.
24. VaulteXtra discounts on retailers, cycle to work, childcare vouchers, gym membership, cash back on purchase, eye tests and many more.
25. Employee Assistance Programme – a free service should our employees require professional and impartial advice for legal advice and counselling.
26. Robust Learning and Development team and opportunities for career progression.
27. Performance based yearly bonus (grade dependant).
28. One day paid volunteering opportunity each year.
29. Mentorship programmes.
30. Access to Peppy - a digital health platform providing support for healthcare in menopause, fertility, men's and women's health.
31. Access to Aviva Digicare+ for annual health checks, nutritional consultations, mental health support, bereavement support and more.
32. Access to Zurich's Virtual GP service.
33. Charles Cameron - free access to independent mortgage advice.
Our culture
Continue the conversation
If you require any reasonable adjustments throughout the recruitment process, please let us know.