Application Analyst

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.