Job Description
This role works closely with the Applications Manager, facilitating daily application portfolio activities and coordinating the work of the Applications Analyst. It supports the governance and optimization of the application portfolio, guaranteeing high-quality service delivery and continuous improvement. The role involves providing daily direction and support to Applications Analysts, managing application-related service requests, providing functional support to users, maintaining documentation, performing configuration changes, coordinating with teams, supporting tool performance evaluation, and leading service improvement projects. The role also supports procurement processes, monitors license utilization, and leads optimization efforts.
Must Have:
- Manage and resolve application-related service requests and incidents.
- Provide functional support and advice to users.
- Maintain up-to-date documentation and records.
Working closely with the Applications Manager, this role facilitates the day-to-day application portfolio activities and coordinates the work of the Applications Analyst. This position supports the governance and optimisation of the applications portfolio, ensuring high-quality service delivery and continuous improvement while escalating strategic matters to the Applications Manager.
Key Responsibilities
- Provide day-to-day direction, prioritisation and support to Applications Analyst.
- Manage and resolve application-related service requests and incidents via the Service Desk across the applications portfolio.
- Provide functional support and advice to CRC (Customer Relationship Center) users.
- Maintain up-to-date documentation, knowledge articles, and configuration records.
- Perform configuration changes, adhering to change enablement procedures.
- Coordinate with CRC teams and technical stakeholders to ensure clear communication during incident resolution and change implementation.
- Support the evaluation of tool performance by gathering user feedback, and identifying opportunities for improvement.
- Support the Senior Applications Analyst with application-related service improvement and optimisation projects.
- Act as the lead coordinator and subject matter expert for application-related service improvement projects.
- Support procurement processes across the applications portfolio, including business requirement gathering, stakeholder coordination, planning, reviews, etc.
- Monitor licence utilisation, costs, and usage trends.
- Lead optimisation efforts by analysing service performance metrics, usage, and user feedback, to recommend and implement improvements.
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