Applications Support Analyst - 12 month Fixed term
Location : Liverpool
Closing date : 07 / 02 / 2021
Salary : £35,845.86 per annum
Hours per week : 35
We’re looking for someone to join the team and be responsible for the support, maintenance, and cradle to grave’ management of a set of applications, databases and software, including availability, performance and resilience, meeting business needs and adhering to all required standards and controls.
Provide second and third-line support and maintenance services including incident resolution, fully integrated with any first-line support, IT Service Desk and external supplier capability, meeting business Service Level Agreements (SLAs) within on call and 24x7x365 support agreements.
Focused on being an employer of choice where people thrive and your voice is truly heard. Working with us, you’ll enjoy competitive pay, a wide range of benefits, flexible working, employee offers, and the chance to learn valuable new skills.
We empower our people to do great work by investing in learning, personal development and technology.
If you’re the kind of person that wants to do a really great job and make a difference for customers, we think you’ll love it here.
Sound like a challenge you’d like to take on? Then get in touch today!
Forward your full cv along with availability for more information and a confidential chat
Accountabilities or What You Have to Do
Knowledge, Skills and Experience
work at all levels within the business.
and manage conflicting priorities.
information, and experience of providing meaningful management information.
Deliver the Vision
Strive for Excellence
Be Commercially Minded
Accountabilities or What You Have to Do Provide comprehensive, responsive and professional second and third-line application support and maintenance services.
Maintain applications, databases and software, keeping up to date with vendor supported releases (and in-house upgrades for bespoke elements), testing fixes, patches and maintenance / upgrades, proactively managing performance, availability and resilience.
Ensure the implementation of tested fixes / patches / upgrades meets agreed Acceptance Criteria following all Group IT standards including in the areas of Change Control, Service Transition and the Project and Service Lifecycles.
Contribute to the ongoing maintenance of and adhere to the Group’s application, database and software support and maintenance standards and controls, including appropriate support agreements and related SLAs, and in the areas of provision and management of environments (Production, Development, Test and Disaster Recovery), currency, and technical housekeeping / maintenance activities, including proactive monitoring and alerts.
Ensure ongoing maintenance of the suite of detailed and integrated application, database and software support and maintenance documentation and user guidelines / manuals, and via the IT Service Manager and the Project Delivery team, input into application designs, specifications and models with non-functional and functional requirements as appropriate.
Maintain knowledge of industry standards and industry and technical best practice, including software tools, development languages, support and maintenance approaches.
Contribute to the continuous improvement of IT processes and procedures. Respond flexibly to any necessary changes in work priorities and undertake other duties when required to support the effective operation of the service.
Ensure that all information security requirements, including data protection, are met inaccordance with the Group’s policy, procedures and statutory requirements.
Ensure that health and safety requirements are met in accordance with the Group’s policy,procedures and statutory requirements.
Knowledge, Skills and Experience Essential Experience and confidence to resolve a variety of technical challenges, e.g. escalations for advice and guidance from support and / or support issue resolution, supplier due diligence for support.
Experience of defining and, conformance to software development standards, tools and techniques. Experience of managing external suppliers, including costs, contracts, service levels.
Typically, the role owner will have experience of one or more of the following mainstream development languages : VB / VBA, Java, .
Net, Unix Scripts and awareness of the following set of database technologies : MS Access, SQL Server, Ingres, Sybase, Progress, MySQL.
Strong understanding of the issues surrounding information and data security and validity. Customer focused with excellent written and verbal communication skills, with the ability to work at all levels within the business.
Strong problem solving skills. Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.
Results driven with strong analytical skills, including the ability to critically analyse complex information, and experience of providing meaningful management information.
Ability to work using own initiative as well as being an excellent team player who can work flexibly to meet business requirements.
Commercially aware with a focus on continuous improvement and the ability to drive change. Desirable ITIL v3 Foundation Competency Framework Deliver the Vision Focuses on the company's goals, understands its direction and contributes to its overall success.
Focus on Performance Takes ownership of the performance and development of themselves, supports the development of others.
Strive for Excellence Continually looks for ways to improve the service provided by self, team and the organisation. Be Commercially Minded Aware of the need to add value to support economic, sustainable growth for the organisation.
Additional Information The Group has offices across the UK and on this basis, there may be the requirement to travel to other locations to effectively perform this role.
The role will be exposed to sensitive information, therefore the role holder is expected to maintain levels of confidentiality at all times.
In order to fulfil the requirements of this role, you will be required to work flexibly during the hours of operation. The role holder is expected to be committed to equal opportunities and to promote non- discriminatory practices in all aspects of work undertaken.