Application Support Analyst - 6-12 month FTC

Our vision is to create a safe and sustainable world. Ricardo, member of WSP, is a global strategic, environmental, and engineering consulting company. With over 100 years of engineering excellence and employing close to 3,000 employees in more than 20 countries, we provide exceptional levels of expertise in delivering leading-edge and innovative cross-sector sustainable products and solutions. Every day, we enable our customers to solve the most complex and dynamic challenges to help achieve a safe and sustainable world.

Ricardo is looking to hire a new Application Support Analyst to join our global Applications CoE team, initially specialising in the support of Share-Point, Net and Java applications and associated platforms including MSSQL. As Ricardo has a varied system architecture you will be encouraged to grow within the role and embrace the opportunity to diversify your skillset in alignment with your career aspirations. Reporting into the Technical Architect, this role can be located in either the UK or Prague from where you will be responsible for the day-to-day support of Ricardo end users both when they encounter a problem or when they need help with the way a system performs. In addition to day-to-day support activities, you will contribute to project-based initiatives aligned with the Applications CoE roadmap. This will include involvement in the delivery of system enhancements, platform upgrades, and new application implementations, working collaboratively with technical and business stakeholders. You will play an active role across the project life-cycle, from testing through deployment, and post-implementation support. This will provide opportunities to apply your technical expertise in a structured delivery environment while continuing to develop your skills across Ricardo’s diverse application landscape.

Using your great interpersonal skills and ability to convey technical information succinctly, you will also provide technical expertise to the wider business as required, enabling them to implement their own solutions in a timely fashion.

Key Responsibilities

• Monitoring our internal Help-desk system and responding to tickets in a timely manner, ensuring adherence to agreed SLAs.
• Using your technical expertise to resolve Tier 2 incidents and service requests, and managing the life-cycle of issues escalated to Tier 3.
• Performing daily health checks across key applications and infrastructure, proactively identifying and resolving potential issues before they impact service.
• Investigating recurring incidents and working to identify root causes, implementing permanent fixes where possible.
• Collaborating with the wider Business Systems and IT teams to provide technical support and guidance in meetings and ongoing initiatives.
• Maintaining and updating technical documentation, knowledge base articles, and support procedures to ensure consistency and knowledge sharing.
• Supporting application releases, patches, and upgrades, including testing and post-deployment validation.
• Contributing to continuous improvement initiatives within the Applications CoE, including process optimisation, standardisation, and automation.
• Participating in project-based work such as system enhancements, migrations, and new application implementations, working alongside technical and business stakeholders.
• Assisting with user acceptance testing (UAT) as part of project delivery.
• Providing clear and concise communication to end users and stakeholders, translating technical issues into understandable terms.
• Ensuring compliance with IT governance, security policies, and best practices across supported applications and platforms.

Key Competencies and Experience

• Degree in an IT related area or experience in an Application Support role with a provable work history in troubleshooting complex issues.
• Thoughtful, clear communication is a skill of yours; being able to communicate complex messages effectively with clients (internal) and key stakeholders at their level of understanding both via written word (Email, Help-desk updates) or in face-to-face meetings (Teams).
• Being mindful of SLAs and KPIs you are a skilled multi-tasker who can handle multiple, shifting, and competing priorities.
• You may have worked with an ITSM tool such as Vivantio before and understand the various stages of ticket management.
• Fluency in English is a requirement for this role.

Working here

You will be warmly welcomed into our workplace where every voice matters. We are diverse thinkers and doers, coming together to create a culture of inclusion. We will support you to find your place. We will encourage you to use your passion and expertise to make a positive impact through the projects you work on. Your knowledge and desire to bring about change will be invaluable in helping deliver innovative solutions that support communities across the globe in becoming safer and more sustainable.

Work life balance

We offer flexible approaches to work, whether that is working from home, being in the office, or as a hybrid worker. We're happy to discuss flexible working arrangements. Wellbeing is at the core of our culture, allowing employees to flourish and to achieve their full potential.

Benefits

We want you to know how much you are valued. Your remuneration and benefits package will reflect that. You will receive a range of benefits which include support for your physical and mental health.

Diversity, Equality, and Inclusion statement

We are an Equal Opportunity Employer, we believe in each person's potential, and we'll help you reach yours. We have an ambitious diversity, equality, and inclusion approach. We value diversity; recognising that a more diverse workforce creates a richer and more varied working environment. Diversity also drives innovation, by allowing us to offer our clients the best consultancy service that we can. As part of our commitment to engage positively and pro-actively with all our employees and to ensure an inclusive culture, we are recognised as a 'disability confident' employer.

Next steps

Once you have submitted your application a member of our Recruitment Team will be in touch. Please be aware that the timing can vary dependent on the volume of applications that we receive for each role and in some cases, we may start to review applications prior to the closing date. Ricardo is a Disability confident employer please advise the recruitment team via recruit@ricardo.com if you require any adjustments to support you throughout the recruitment process.