Senior Application Support Analyst

• Summer: 7am - 3.30pm
• Winter: 5am - 1:30pm

This structure allows us to maintain optimal service and responsiveness, adjusting to the demands of different times of the year.

What I need to do:

• Provide second-line technical support to internal teams and external clients.
• Troubleshoot and resolve application-related issues, including diagnosing problems, researching solutions, and implementing fixes.
• Collaborate with cross-functional teams to resolve complex technical issues and drive continuous improvement.
• Manage and prioritise support tickets and incidents using our Jira Service Management tool.
• Create and maintain documentation for support processes and solutions, including creating knowledge base articles in Confluence.
• Prioritise and handle ad-hoc projects alongside your daily responsibilities.
• Support the service desk team with tasks including investigating and testing.
• Create and oversee Change Requests while collaborating with other teams to successfully complete assigned tasks.

How will I succeed:

• You will be accountable to the Application and Development Support Team Lead.
• Bugs/issues will be escalated to the associated Development Teams and tracked accordingly.
• Assist in resolving ongoing issues reported through our Monitoring and ITSM tool.
• Successfully complete comprehensive in-house training on our products, ensuring the acquisition and mastery of technical knowledge, which are supported and filled through our internal training portal.
• Proficiency in troubleshooting and solution-oriented thinking.
• Experience with ticketing systems and service management processes with excellent communication and interpersonal skills
• Ability to thrive in a fast-paced, dynamic environment while demonstrating meticulous attention to detail and exceptional task prioritisation skills.
• Be willing to participate out of hours for application deployments and maintenance tasks.