The primary responsibility of the Application Analyst is to provide support for the Universities business applications as part of the Application Operations team.
This includes Teaching and Learning, Student Administration and Recruitment, Library, HR and Payroll, External Relations, Finance, Research and IT / Estates / Hospitality applications.
Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions. Application Support
Maintains application support processes, and checks that all requests for support are dealt with according to agreed procedures.
Uses application management software and tools to investigate issues, collect performance statistics and create reports. Incident Management
Prioritises and diagnoses incidents according to agreed procedures. Investigates causes of incidents and seeks resolution.
Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents according to agreed procedures.
Customer Service Support
Monitors customer service and collects performance data. Assists with the specification, development, research and evaluation of services standards.
Applies these standards to resolve or escalate issues and gives technical briefings to staff members. Service Acceptance
Engages with technical design and project managers or Project Management Office, to ensure correct products are produced, in a timely fashion.
Evaluates the quality of project outputs against agreed service acceptance criteria. Relationship Management
Identifies the communications needs of each stakeholder group in conjunction with business owners and subject matter experts.
Translates communications / stakeholder engagement strategies into specific tasks. Facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining and working to stakeholder engagement strategies and plans.
Negotiates with stakeholders at senior levels, ensuring that organisational policy and strategies are adhered to. Provides informed feedback to assess and promote understanding. Testing
When required under the guidance of the Test Lead, reviews requirements and specifications, and defines test conditions.
Designs test cases and test scripts under own direction, mapping back to pre-determined criteria, recording and reporting outcomes.
Analyses and reports test activities and results. Identifies and reports issues and risks associated with own work. Change Management
Assesses, analyses, develops, documents and implements changes based on requests for change. Release and Deployment
Assesses and analyses release components. Provides input to scheduling. Carries out tests in coordination with testers and component specialists maintaining and administering the tools and methods manual or automatic -
and ensuring, where possible, information exchange with configuration management. Ensures release processes and procedures are maintained. Problem Management
Initiates and monitors actions to investigate and resolve problems in systems, processes and services. Determines problem fixes / remedies.
Assists with the implementation of agreed remedies and preventative measures. Technical Specialism
Provides leadership to promote the development and exploitation of specialist knowledge related to the services they are supporting.
The Application Analyst will be expected to have or to gain expertise in one or more of the following application areas :
The Application Analyst will be responsible for defined application configuration and enhancements to systems up to the point of custom coding solutions, managed using a Kanban framework and using some of the following tools and technologies :
Specifies the content and structure of learning and development materials. Takes responsibility for design, creation, packaging and maintenance and manages development to deliver agreed outcomes.
Where required, designs, configures and tests learning environments, including population of simulated databases, and replication of external systems, interfaces, and assessment systems.
Secures external accreditations as appropriate. Learning Delivery
Plans and schedules the delivery of learning activities, based on learning objectives. Manages the delivery of programmes of learning.
Customises formal and informal learning activities, incorporating relevant business scenarios and case studies. Designs appropriate environments, and delivers learning activities to specialist audiences.
Advises / coaches others in learning delivery techniques and options. Contract Management
Sources and collects contract performance data (such as pricing and supply chain costs), and monitors performance against KPIs.
Identifies and reports under-performance and develops opportunities for improvement. Monitors compliance with Terms and Conditions and take appropriate steps to address non-
compliance. Pro-actively manages risk and reward mechanisms in the contract. Monitors progress against business objectives.
Identifies where change is required, and plans for variations. In consultation with stakeholders, ensures that change management protocols are implemented.
Availability & Continuity Management
Contributes to the availability management process and its operation and performs defined availability management tasks.
Analyses service and component availability, reliability, maintainability and serviceability. Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels.
Implements arrangements for disaster recovery and documents recovery procedures. Conducts testing of recovery procedures.
Provides input to the service continuity planning process and implements resulting plans