This role is responsible for supporting and optimising the business applications that underpin day-to-day operations across the company. Acting as a key point of contact for internal teams, you'll manage application support, resolve incidents, drive continuous improvements, and develop AI-powered automations to enhance efficiency and customer outcomes in a fast-paced, agile environment
Day to day responsibilities.
- Working closely with other teams to understand their application needs, help them select best platforms, provision and support them.
- Be the main point of contact and expertise on business applications used by other teams (including Intercom, Aircall, Assembled and MaestroQA), as well as the core Zilch platform.
- Responding to incidents affecting our business applications, communicating the impact to internal teams and finding solutions or workarounds.
- Building relationships with our application suppliers, working with them to resolve bugs and request new features.
- Continually improving tooling, practices and knowledge in the Business Applications team, including writing documentation and researching new ideas.
- Designing and building AI-driven workflows and automations (e.g. prompting for procedures/tasks, agentic workflows), and taking these live in a controlled, tested way.
- Working with our data to ensure we store and process information securely and effectively.
- Working in an agile environment on systems which are critical for our customers.
- Assist in ad-hoc technology support and technology related duties.
- Proven analytical skills and ability to problem solve.
- Understanding of business applications and processes; proven track record in supporting the business' usage of those.
- Understanding of APIs and integrations.
- Ability to learn new concepts and applications quickly by getting stuck in.
- Proven ability to implement best practice processes and application usage.
- Ability to manage their own work pipeline as well as work as a part of a team, taking initiative to fit in with how we work.
- Practical experience with AI and prompting techniques — building AI-assisted workflows or automations, not just an interest in the space.
- Good understanding of change management, testing, UAT and release validation.
- Ability to explain technical concepts to non-technical stakeholders, and vice versa.
- Strong awareness of data security best practices.
Bonus Skills.
- Experience working in or supporting Operations/Customer Service teams.
- Experience supporting Intercom or similar customer service platforms.
- Experience implementing and supporting business applications such as CRM and ERP systems.
- Experience supporting telephony systems (like Aircall, Amazon Connect, Ujet).
- SQL and/or Python scripting.
- Usage of low-code integration/automation platforms like n8n, Zapier, Workato, Hightouch, OutSystems.
- Exposure to workflow management systems.
- Familiarity with AWS and Datadog (or similar cloud/monitoring tooling).
Benefits, Compensation & Savings:
- Income Protection.
- Permanent employees enjoy access to our Share Options Scheme.
- 5% back on in-app purchases.
- £200 for WFH Setup.
- Private Medical Insurance including;
- GP consultations (video, telephone or face-to-face).
- Prescribed medication.
- In-patient, day-patient and out-patient care.
- Mental health support.
- Physiotherapy.
- Advanced cancer cover.
- Employee Assistance Programme including:
- Unlimited mental health sessions.
- 24/7 remote GP & physiotherapy.
- 24/7 helpline for emotional & practical support.
- Savings & discounts on everyday shopping.
- 1:1 personalised well-being consultations.
Family Friendly Policies:
- Enhanced maternity pay.
- Enhanced paternity pay.
- Enhanced adoption pay.
- Enhanced shared parental leave.
Learning & Development:
- Professional Qualifications.
- Professional Memberships.
- Learning Suite for e-courses.
- Internal Training Programmes.
- FCA & Regulatory training.
- Hybrid working: office-based Monday, Wednesday, and Thursday; remote working Tuesday and Friday
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Business Application Support Analyst employer: Zilch
As one of Europe's fastest-growing fintech companies, we pride ourselves on fostering a dynamic and inclusive work culture that empowers our employees to thrive. With a strong focus on professional development, we offer extensive learning opportunities, competitive benefits, and a supportive environment where creativity and collaboration are at the forefront. Join us in our mission to revolutionise the way people pay, while enjoying the perks of hybrid working and a vibrant team atmosphere.
