Application Support Analyst
- Merseyside
- £35,000-46,000 per year
- Permanent
- Full-time
- Own, manage, and resolve application incidents and queries, keeping documentation clear and up to date.
- Continuously build technical and business knowledge through internal and external training.
- Investigate root causes of issues, apply resolutions, and escalate when needed.
- Support service delivery by meeting KPIs and SLAs, contributing to incident/request reduction efforts.
- Oversee major and safety-critical incidents, ensuring proper lifecycle management and detailed logs.
- Collaborate with third-line support, external vendors, and internal stakeholders to deliver updates and solutions.
- Spot and support process improvements, helping implement scalable solutions.
- Contribute to service management initiatives and cross-functional collaboration efforts.
- Participate in regular team meetings, sharing feedback and promoting best practices.
- Proven experience in an Application Support environment.
- Solid grounding in ITIL principles.
- Strong troubleshooting abilities across various technical levels.
- A proactive, automation-focused approach.
- Familiarity with Software Development environments and the SDLC.
- Hands-on experience with bespoke applications and related tech stacks.
- Competent in SQL Server / T-SQL querying.
- Effective communicator with excellent interpersonal skills.
- A customer-centric mindset with a passion for resolving issues.
- Experience with ITSM tools.