Roles Dev and Test

Application Support Analyst

  • Location: London
  • Type: Permanent
  • Payment: £50000 - 55000
  • Per: Annum
  • Role: Development & Test

Posted by : Jamie Mumford

Email : jamie.mumford@intecselect.com

Application Support Analyst – £50,000 – £55,000 + 15% Bonus – London (hybrid) – Commodities

Overview:
A market leading organsation operating in the Oil & Gas sector are looking for an experienced Application Support Analyst to join one of their growing teams in London on a hybrid basis.

Role & Responsibilities:
The role of the Application Support Analyst is critical in maintaining the smooth functioning of the bespoke trading applications. As an Application Support Analyst, your responsibilities will include performing root cause analysis of application issues and creating corrective action plans following the industry-standard ITIL framework: incident, problem, and change management. You will also be responsible for writing, maintaining and managing a knowledge database of issues and their resolution or workarounds. You will also be expected to assist with testing system upgrades, releases, and enhancements for production acceptance, identify opportunities for systems improvement and actively contribute to their implementation.

  • Be part of the front-line Application Support team resolving incidents and service request queries.
  • Take ownership of incidents, service requests and problem tickets that are assigned to the Application Support Team in Service Desk Plus.
  • Ensure incidents are acknowledged, updated and resolved within the defined SLA.
  • Escalate incidents where appropriate and liaise with the Head of Application Support to ensure prompt resolution.
  • Innovate and work with the Head of Application Support to implement improvements, automation and self-service capabilities into existing processes and applications, reducing the number of tickets coming into service desk plus.
  • Ensure Problem tickets are kept active, updated and resolved in line with the Problem management process.
  • Gain a comprehensive understanding of our trading application and be the subject matter expert.
  • Provide daily assistance to users of the system across different departments and locations.

Technical Requirements:

  • Experience with using and documenting bespoke applications and the ability to become a subject matter expert for the application within a short period of time.
  • Experience with using ITSM tools such as Service Desk Plus, Service Now (SNOW) or Zendesk.
  • Some SQL knowledge.
  • Capability to thrive in a fast-paced work environment, coupled with the experience of working in an entrepreneurial trading environment.
  • A minimum of 3- 5 years of experience as Application Support Analyst or a similar role.
  • Experience of supporting business critical applications and customer facing web applications.
  • Ideally, experience working with operating systems: Microsoft Office, ERP systems, databases skills (SQL) and using cloud-based applications.
  • ITIL Foundation Certificate, ideal.
  • Knowledge of oil & gas or energy industry (desirable).

Package:

  • £50,000 – £55,000 Basic Salary
  • 10% – 20% bonus
  • London (hybrid working)

Application Support Analyst – £50,000 – £55,000 + 15% Bonus – London (hybrid) – Commodities

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