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Title: Application Support Analyst
Location: Milton Keynes
Duration: End of 2022 with extension
Rate: £270 (via umbrella)
Translate complex business and technical issues into understandable concepts for all audiences.
Competently support business critical applications, independently and within the team.
Undertake relationship management with stakeholders, resolving issues where there are differences of opinion.
Maintain and update systems knowledge across all applications.
Provide specialist second level support knowledge for SAP, Local Business, Business Objects and Web applications.
Resolve unplanned interruptions of service to customers within agreed timescales.
Ensure that incident status communications are accurate and delivered in a timely fashion to all relevant parties.
Take ownership of incidents and ensure correct alignment of incident severity, including communication to the business.
Feed recommendations and product enhancements into the Product backlog to stop incidents reoccurring
Participate in handover from Product Team to Business as Usual of new and existing applications.
Working closely with colleagues to create new processes and knowledge base documentation to support the Product Team handover.
Resolve incidents within agreed SLA in a timely manner, communicating the status of problems and if applicable transfer the incident to third line support.
Responsible for proactive monitoring of applications and event management, to enable early diagnosis and resolution of service issues, to reduce their potential impact.
Engage with colleagues to identify, plan and deliver proactive application maintenance, in order to prevent unplanned disruption by quality issues.
Collaborate with colleagues and partners in the UK, Ireland and HQ to ensure that Service Management related standards are being measured through KPIs and metrics.
Skills & Background
Undertake ownership of incidents and proactively resolve with minimal supervision.
Comfortable working within an agile Product Team structure
Able to undertake several analysis engagements, of multiple sizes, concurrently.
Excellent written and verbal communication skills, clearly articulating ideas, solutions and recommendations across all levels of the organisation.
Excellent negotiation skills.
Self-motivated and a strong team player.
Ability to cope with pressure, meet deadlines and to prioritise appropriately.
Ability to influence others in order to promote good working practices or to change opinions in situations where opposing views are held.
Able to work under own initiative.
Strong analytical skills