Application Support Analyst in Warrington

Who we are
Vaultex are the UK’s leading cash processing company, with sites nationwide. When you join us, you are supporting businesses to run securely and more efficiently, and ensuring continued access to cash for the millions of people that depend on it.

Hours: Monday to Friday 09:00 - 17:00 - 35 hours per week

Location: Hybrid role - 104 Dalton Ave, Birchwood, Warrington, WA3 6YF & Remote

Job purpose
The Application Support Analyst is responsible for supporting, maintaining, enhancing and upgrading the business applications, ensuring the applications meet the expected service levels. This role requires an individual that is flexible, adaptable and focused on providing excellent in business critical support for the Vaultex Applications that underpin the successful running of the operation.

Main responsibilities

• Taking ownership to, manage, and resolve queries and incidents reported into the team.
• Maintaining accurate documentation of incidents, requests, resolutions, and procedures.
• Providing timely and efficient support across the Vaultex business.
• Developing training skills to enhance technical skills.
• Promptly triaging application team tickets, offering solutions or workarounds to incidents, problems, and requests.
• Analyse and diagnose issues to identify root causes, implementing solutions or escalating when necessary.
• Meet KPIs and SLA thresholds, working to reduce overall incident and request counts.
• Manage potential safety and major incidents throughout their lifecycle, maintaining logs of critical incidents.
• Collaborate with third parties and subject matter experts for 3rd line support.
• Coordinate with Application Delivery and key application owners for product updates and changes.
• Maintain exceptional customer service skills, ensuring positive user experiences.
• Identify and support process optimization opportunities, contributing to the implementation of proposed solutions.
• Contribute to service management process improvement and product enhancement initiatives.
• Collaborate with other departments to improve cross-functional communication.
• Provide technical assistance and training to users on various software applications and tools.
• Take part in the Application Team review meetings, providing constructive feedback to other team members.

Knowledge, skills and experience required

• Experience working in an Application Support Team.
• Experience working in an ITIL environment.
• Demonstrable troubleshooting skills at various support levels.
• Experience within a Software Development Environment and understanding of the SDLC.
• Experience supporting bespoke application environments and familiarity with relevant technologies.
• SQL server/SQL query knowledge.
• Strong communication and interpersonal skills.
• Customer-focused attitude with a desire to support and resolve customer issues.
• Ability to take ownership of tasks independently and collaboratively.
• Ability to multitask and prioritise effectively.
• Experience with IT Service Management Tools.

What we offer you
We are a Living Wage employer with Investors in People Platinum status, and as such have a great range of benefits:

• A generous company pension – auto-enrolled 4% employee 10% employer.
• Competitive holiday allowance with an option to purchase additional holidays (varies by grade).
• Group life assurance 4 x salary.
• Group income protection.
• VaulteXtra discounts on retailers, cycle to work, childcare vouchers, gym membership, cash back on purchase, eye tests and many more.
• Employee Assistance Programme – a free service should our employees require professional and impartial advice for legal advice and counselling.
• Robust Learning and Development team and opportunities for career progression.
• Performance based yearly bonus (grade dependant).
• One day paid volunteering opportunity each year.
• Mentorship programmes.
• Access to Peppy - a digital health platform providing support for healthcare in menopause, fertility, men’s and women’s health.
• Access to Aviva Digicare+ for annual health checks, nutritional consultations, mental health support, bereavement support and more.
• Access to Zurich's Virtual GP service.
• Charles Cameron - free access to independent mortgage advice.

Our culture
Vaultex acknowledges every person’s right to feel valued, respected, and fairly rewarded for what they do. We foster a collaborative environment where everyone is encouraged to share their views and shape Vaultex’s future. We are proud to demonstrate our commitment to transparency and progress as a Work180 endorsed employer. We are committed to building a diverse, inclusive and authentic workplace where everyone is supported to be their best.

Continue the conversation
Vaultex UK Ltd is an equal opportunities employer and welcomes applications from all members of the community. We strongly encourage applications from those with disabilities, are culturally & linguistically diverse, are veterans and identify as LGBTQIA+. We value your lived experience and knowledge. If you require any reasonable adjustments throughout the recruitment process, please let us know.

Upon submitting your application via the Workday link, you will receive an email notifying you of the outcome of your application when this has been reviewed. For successful candidates, the next stage will be a phone interview with the Vaultex recruitment team. If you would like to check the status of your application, please contact a member of the recruitment team.

Due to the secure nature of our business, all successful candidates will need to provide a five-year traceable work history (satisfactory employment references or evidence to explain employment gaps) and complete a criminal record and credit background check. We look forward to hearing from you!

Vaultex champion a workplace where diverse backgrounds and perspectives are not just welcomed but deeply valued. We invest heavily in our people and their families, offering a range of competitive benefits designed to support physical, emotional, and financial well-being. From career development opportunities to enhanced workplace facilities, our goal is to ensure every teammate feels supported, respected, and empowered to thrive. We strive to positively impact the communities we operate in. Our focus on employability and social mobility has helped equip thousands of young and disadvantaged people with skills, equipment, or resources that enhance their future prospects.