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Application Support Analyst

  • Salary: £225 per day
  • Job type: Contract
  • Location: Milton Keynes, Buckinghamshire
  • Sector: Other
  • Date posted: 05/05/2017
  • Job reference: J364093A
This vacancy has now expired.

Application Support Analyst
Location: Milton Keynes
Duration: Initial 3 Months
Rate: £225 per day

My client has an urgent request for an Application Support Analyst to join them on an initial 3 month contract basis. The main purpose of this role is to drive powerful IT Support through to increase positive brand perceptions, meaning and loyalty with our customers and users, in line with the defined SLAs.

Key areas of responsibility are:-

  • Provide technical and analytical SME ownership of application related incidents that affect SAP, BI, Web based and Local Business IT applications
  • Manage internal workloads in a timely and consistent manner within the framework of agreed service levels thus ensuring the delivery of agreed Service Levels (inclusive of incident response and resolution targets)
  • Define, implement and perform proactive health-checks and associated corrective actions for defined IT Applications under the team's control
  • Develop, implement, maintain and continually improve knowledge base documentation in order to support the delivery of service in-line with agreed SLAs
  • Work collaboratively with Change Management colleagues and matrix teams in order to support major system releases, and minimise the business and operational impact of these
  • Develop enduring relationships with business colleagues in order to create and maintain a specialist knowledge of business processes and how IT Applications support those
  • Work collaboratively with Service Desk lead/ team in order to share specialist knowledge and actively contribute to upskilling and knowledge sharing initiatives
  • Define, implement and continually improve fit-for-purpose processes for routine Application support tasks - such as data loads
  • Influencing and persuading colleagues and others within the business using diplomacy in order to achieve the best outcomes

RESPONSIBILITIES

Incident Management

  • Provide specialist 2nd level support for SAP, BI, Web based and Local Business IT applications
  • Provide a point of contact and specialist SME input for Major Incident Manager, in the event of high priority incidents occurring and supporting post incidents reviews
  • Manage workloads and queues to ensure that Application Support related incidents are managed in-line with current defined SLAs

Change/ Release Management

  • Work closely with Change Management and/ or Project team representatives to plan, prepare and support major system releases
  • Provide an assurance/ governance role to ensure that new services/ releases meet Acceptance Into Service and IT Support requirements
  • Deliver a 2nd level "Early Life support" function for new releases

Problem Management

  • Provide specialist SME input to investigate and implement corrective actions that address the root cause(s) of incidents

Event Management

  • Develop, maintain and enhance application monitoring tools that report alert and respond to events / potential events that could affect systems
  • Develop and carryout routine health checks to assure the health of key Applications, and proactively address any issues arising

Operational Improvement

  • Proactively identify operational opportunities to increase service quality or efficiency, continuously enhancing technical skills to provide efficient delivery of services
  • Actively participate in knowledge sharing and upskilling activities for Service Desk and other support teams

Mandatory

  • Excellent written and verbal communication skills, clearly articulating ideas, solutions and recommendations across all levels of the organisation
  • Highly motivated and works under own initiative with minimal guidance
  • Strong analytical skills
  • Exposure to ITIL V3 incident management principles - qualified or prepared to achieve qualification
  • Able to work on multiple concurrent incidents as necessary to ensure SLA adherence
  • Extensive knowledge and experience in a technical support role, preferably with support knowledge of one or more of the following disciplines: SAP, BI, Local Business or Web applications.

Please Submit CV's in the first instance

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