Business Application Support Analyst

Cornerstone is the UK’s leading mobile and digital infrastructure provider, managing over 15,700 sites and holding 35% of the market. Our mission is to be famous for excellence in delivery, embracing transformation with our people and our customers at its heart.

The Business Application Support Analyst plays a critical role in ensuring that small to medium‑sized changes, enhancements, and updates across Cornerstone’s application portfolio are delivered effectively, consistently, and with strong operational discipline. Sitting within the newly formed Cornerstone Application Support Team, the role holder is responsible for delivering incident support and coordinating small to medium complexity change activity across multiple platforms and business areas.

This includes directly implementing application changes themselves where appropriate, as well as engaging other technical teams across IT and leveraging external vendors to ensure each change is delivered effectively, securely, and in line with Cornerstone’s operational standards. The role ensures that changes are assessed, prioritised, tested, and delivered in line with Cornerstone’s governance model and that application services remain secure, stable, and fully supportable.

The Business Application Support Analyst will work closely with business users, project teams, technical SMEs, vendors, and the Change Review Forum to assess and deliver small to medium‑sized changes across Cornerstone’s expanding application portfolio. The role ensures that each change request is fully understood, its impact and dependencies are assessed, and the correct delivery route is followed.

The role holder will champion operational consistency across the application lifecycle, contribute to support documentation and knowledge sharing within the team, and ensure that all changes adhere to Cornerstone’s standards for quality, resilience, and supportability. They will support the evaluation of vendor deliverables and help ensure contractual and commercial obligations are met during handovers and solution transitions. This includes working closely with project teams on major change initiatives to ensure that any new applications are transitioned effectively into BAU through a structured and well‑governed Acceptance Into Service process.

The Business Application Support Analyst will be responsible for:

• Managing, delivering, and coordinating small to medium‑complexity application changes routed from the Change Review Forum.
• Conducting impact assessments, effort estimations, and feasibility reviews for change requests, ensuring all dependencies and risks are understood.
• Working with the Business Application Support Manager to prioritise, schedule, and track changes through to completion, ensuring clear communication with stakeholders throughout.
• Implementing changes directly where appropriate or coordinating delivery through internal technical teams and external vendors when specialist expertise is required.
• Ensuring robust collaboration with project teams and Business Analysts to support Acceptance Into Service (AIS), ensuring that new or significantly changed applications are transitioned into BAU in a structured, governed, and fully operational state.
• Ensuring all required testing, documentation, and risk mitigation activities are completed before go‑live, including validation of non‑functional requirements, monitoring readiness, and support considerations.
• Liaising with vendors and internal teams to validate change requirements, dependencies, acceptance criteria, and contractual handover obligations.
• Maintaining high‑quality support documentation, including runbooks, knowledge articles, support models, and acceptance evidence.
• Providing incident and operational support for Cornerstone’s applications, ensuring issues are investigated, resolved efficiently, and escalated appropriately.
• Contributing to continuous improvement of the Medium Change process and the overall effectiveness and maturity of the Application Support Team.

To perform effectively in this role, the Business Application Support Analyst requires a strong understanding of service transition, change governance, and enterprise‑level application support. The role demands the ability to collaborate with technical teams, external vendors, Business Analysts, and project teams; to constructively challenge delivery assumptions; and to ensure that all services and changes are delivered in line with operational, technical, and documentation standards.

The role requires familiarity with:

• Application lifecycle management, including support, enhancement, and transition into BAU.
• Incident, change, and release processes, with a focus on delivering small to medium‑complexity change requests.
• Third‑party and vendor‑supported platforms, including the ability to validate contractual deliverables and acceptance obligations.
• Non‑functional requirements such as availability, resilience, performance, monitoring readiness, and supportability.
• Operational readiness and supportability concepts, including participation in Acceptance Into Service (AIS) to ensure new or significantly changed applications meet BAU standards before handover.
• Implementing smaller changes directly where appropriate and coordinating more complex work through internal technical teams or vendor partners.

Strong communication, structured problem‑solving, and stakeholder engagement skills are essential, alongside the ability to produce and maintain high‑quality support documentation such as runbooks, knowledge articles, support models, and operational acceptance evidence.

Experience supporting enterprise applications or systems within an IT environment. Experience working with operational support models, incident flows, and change/release processes across multiple platforms. Experience assessing, delivering, and coordinating small to medium‑complexity changes, including impact assessment, testing, and readiness activities. Ability to implement smaller changes directly or coordinate delivery through internal technical teams and external vendors when specialist skills are required. Experience participating in or supporting Acceptance into Service (AIS) activities for new or significantly changed applications. Experience working with third‑party/vendor‑supported platforms, validating deliverables, and ensuring contractual obligations and acceptance criteria are met. Experience contributing to or producing support documentation, including runbooks, support models, knowledge articles, and operational acceptance evidence. Strong communication skills with the ability to explain technical and operational information clearly to both technical and non‑technical audiences. Ability to identify risks, challenge assumptions constructively, and uphold operational, technical, and documentation standards. Demonstrated ability to work collaboratively across cross‑functional teams, including business stakeholders, SMEs, project teams, and vendors. Awareness of Cornerstone’s wider application and integration landscape - for example Power Platform (Power Apps, Power Automate, Dataverse), DEG integrations, Remedy and Halo ITSM systems, Siterra, SharePoint, and Microsoft Dynamics - recognising that these represent key platforms but not the full range of technologies supported. ITIL v3/v4 Foundation (or willingness to obtain).