Application Support Analyst - up to £45k in Telford

The Application Support Analyst in RBSL Information Management & Technology department plays a key role making sure services provisioned by the Enterprise and Business Applications function are performing satisfactory. RBSL run a mix of in house supported applications (which this role would support) and 3rd party supported applications (which this role would help manage).

Position Duties and Responsibilities

• Provide crucial support to users and 3rd parties by triaging and resolving incidents where required, supporting problem investigations, and fulfilling service requests.
• For applications managed by RBSL, this role will monitor, maintain and drive improvements to the application service with users and business owner.
• Act as Service Owner for a range of application systems, representing these services and ensuring their day-to-day management meets SLAs, liaising with third-party suppliers when necessary to ensure timely resolution.
• Maintain a strong customer focus and collaborate with Business Owners and Users, assisting them in effectively using application systems to enhance their business functions.
• Create and manage Knowledge Base articles for their applications.
• Develop supporting application user process and procedures.
• Act as the point of escalation for major incidents, service failures, or customer complaints related to the services you support.
• Keep relevant Business Owners informed and engage in ongoing customer liaison until resolution.
• Possess a deep understanding of terminology and service disciplines, staying up-to-date with developments that could impact service delivery.
• Collaborate closely with vendors and suppliers of supported application services to maintain positive working relationships and ensure compliance with contractual obligations.
• Attend regular meetings related to both existing and future development of supported application services, in order to understand future roadmap of applications and dependant hardware / software compatibility.
• Contribute to projects as needed.
• Support release and deployment activity including upgrade, patching and other changes.
• Reviewing release and change requests to ensure impact is kept to a minimal and the Enterprise & Business Applications Lead is informed of training and user implications.
• Develop suitable test plans and undertake testing in support of change.
• Manage and maintain licenses for applications.
• Work with Information Asset Owners, Compliance and Cyber Security Management to ensure data security measures align with policies i.e. maintain supportability for Cyber Essentials certification, safeguarding the confidentiality and appropriate use of data within the systems.
• Represent your application services in the Change Advisory Board.

What Qualifications You Should Have

• 2+ years of experience in application support role or similar.
• Experience of managing Application services through 3rd parties.
• Experience in supporting SQL, Windows Server 2019, Microsoft Office (in particular Microsoft Access), Internal web applications (understanding of HTTPS, IIS, TLS, and such configuration).
• Experience of understanding business processes in the context of IT solutions.
• Experience of using FlexLM advantageous.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Experience working with service management tools, such as ServiceNow.
• Knowledge of ITIL or other service delivery frameworks.
• Strong attention to detail and a commitment to delivering high-quality work.
• Infrequent travel to other sites.
• Due to the nature of the work you must be comfortable with us putting you through BPSS security checks.

What We Offer You

We want RBSL to be an employer of choice and for our employees to build a career they can be proud of with us. Through our contracts to deliver world-class products and support, we are able to offer great opportunities for personal development and career advancement through specialist technical roles, essential support functions and leadership positions. In addition, RBSL offer:

• Competitive salaries reviewed each year against market.
• Hybrid and flexible working over a 4.5 day week.
• Annual incentive scheme.
• Life assurance.
• 5 weeks holiday plus bank holidays.
• Long Service rewards with additional holiday.
• Holiday purchase scheme.
• Health cash plan.
• Employer pension contributions up to 10%.
• Salary sacrifice benefits including cycle to work and electric vehicles schemes.
• Access to high street and gym discounts and cashback.
• Enhanced maternity and paternity benefits.
• Private health care, car allowances and company car for some employees.