Application Support Analyst – Defence Academy (Hybrid)
Serco Limited – Full Time, Permanent – Band 6 / £28,000 – £37,000 (dependent on experience). SC Clearance is essential (or the ability to achieve it).
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
* Deliver business intelligence and management reporting using Power BI.
* Support service enhancements for TOPdesk and CAFM Explorer, contributing across the full business 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.
Required Skills
* Strong working knowledge of Power BI.
* Experience with Transact‑SQL (T‑SQL).
* 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 including cinema, merlin entertainment, online shopping discounts, mobile phone plans, and leisure centre memberships.
* Health and wellbeing benefits such as Employee Assistance Programme, Simply Health Cash Plans.
* Career development training covering role‑specific training, leadership coaching, formal study, and more.
* A safe and supportive culture.
Other Information
This role requires formal Security Clearance, which includes more detailed background checks on employment, criminal record, and financial history. UK residency requirements may apply for certain levels of clearance. An Occupational Health Questionnaire will be completed to identify and provide support for the role.
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