Application Support Analyst - 12 month FTC in Royal Leamington Spa

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 incl. 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.

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.

• 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.

• 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.

You will receive a range of benefits which include support for your physical and mental health.

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.