Applications Support Analyst

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Deliver 2nd and 3rd line application support across various customer environments.

• Assess, diagnose, and resolve incidents and service requests related to both business and technical applications, encompassing both commercial and custom solutions.

• Support and maintain applications that are integrated with Microsoft 365, Dynamics 365, SharePoint Online, and Power Platform solutions.

• Coordinate and communicate with third-party software vendors to facilitate issue resolution, patch management, and root-cause analysis.

• Serve as an escalation point for complex troubleshooting efforts, including engagement with 4th-line vendors.

• Appropriately escalate unresolved issues to internal 3rd line teams or vendor support.

• Assist in the deployment, configuration, and enhancement of new applications and features.

• Develop and maintain knowledge base articles and technical documentation.

• Collaborate with customer stakeholders and internal teams (Service Desk, Infrastructure, Engineering) to ensure effective end-to-end service delivery.

• Monitor application performance, incidents, and user feedback to identify trends and opportunities for improvement.

• Keep accurate and up-to-date records within the ITSM tool (e.g., ServiceNow).

⛳️ Requirements

• Proven background in a similar Application Support Analyst position, preferably within an MSP or multi-customer environment.

• Experience in supporting enterprise or departmental business and technical applications across a Windows desktop setup.

• Current experience in managing application vendors during complex troubleshooting and escalation scenarios.

• Demonstrable experience with application prerequisites and dependencies, such as Java, DirectX, or similar runtime components.

• Experience in managing and troubleshooting external API calls, integrations, and data feeds between applications.

• Strong understanding of ITIL principles and service management processes.

• Excellent troubleshooting, diagnostic, and problem-solving abilities.

• Outstanding communication and interpersonal skills, able to effectively engage with both technical and non-technical stakeholders.

• Capability to manage multiple priorities in a dynamic environment.

• Familiarity with Microsoft Power Platform (Power Apps, Power Automate).

• Knowledge of Dynamics 365, SharePoint Online, and Microsoft 365 ecosystems.

• Experience with ITSM tools such as ServiceNow.

• Understanding of SQL or database-driven applications.

• Basic scripting skills (e.g., PowerShell) to assist with automation and troubleshooting.

• Strong customer-centric mindset with a commitment to service excellence.

🏝️ Benefits

• Personalised Career Development: We develop a tailored growth plan to align with your goals and aspirations, offering various learning and development opportunities within a culture that fosters growth.

• Flexible working: We offer flexible work arrangements to help support your work-life balance. While we cannot guarantee to accommodate every request, we are eager to discuss your individual preferences to make it work where possible.

• A Fantastic Benefits Package: This includes a generous annual leave allowance, enhanced family-friendly benefits, pension scheme, access to private health and well-being programs, insurance schemes, an employee assistance program, discounted cash plans, and more…..