Job Title: Application Support Analyst
Location: Bolton (3 days) / Hybrid
Contract Type: Permanent Full time.
Salary: £28,000.00 – 30,000.00.
About Us: ExamWorksUK is a leader in the Healthcare, Legal and Insurance sectors dedicated to providing seamless operational support to our clients.
Role Overview: Reporting to the Application Support Manager, the Application Support Analyst will play a crucial role in supporting and maintaining systems and applications across the ExamWorks Group. This position is ideal for someone with a technical background, strong analytical skills, and a passion for problem-solving in a fast-paced IT environment.
As an Application Support Analyst, you will:
1. Maintain, troubleshoot, and support software applications to ensure seamless operations.
2. Collaborate with developers, assist users, and resolve technical issues efficiently.
3. Stay informed about emerging technologies and best practices that align with our business strategy.
Key Responsibilities:
1. Diagnose and resolve application-related issues, including software errors and system performance concerns, within agreed SLAs.
2. Identify and manage recurring incidents, ensuring structured problem group resolution in line with ITIL best practices.
3. Perform database changes and maintain system efficiency through routine maintenance.
4. Assist with root cause analysis of high-priority issues and escalate complex problems when necessary.
5. Provide training sessions and guidance to end-users on application-related queries and best practices.
6. Proactively monitor application performance and implement preventative measures.
7. Maintain accurate documentation of issues, solutions, and system configurations.
8. Create knowledgebase articles for common problem resolution.
9. Follow company standards and procedures.
Required Knowledge & Experience:
1. Proficiency in SQL databases, TSQL scripting, and general scripting languages like PowerShell.
2. Familiarity with APIs, integrations, or middleware support.
3. Solid understanding of ITIL framework and incident management best practices.
4. Hands-on experience with ticketing systems (e.g., ServiceNow) and advanced administration of Microsoft 365 products.
5. Knowledge of networking basics, data security compliance (e.g., GDPR, ISO 27001), and the ability to produce process flows and application diagrams.
6. Minimum of 3 years in a similar Application Support Analyst role.
Desirable Knowledge & Experience:
1. Familiarity with .NET programming for basic troubleshooting and agile-based teamwork.
2. Experience with telephony systems (e.g., 8x8), Microsoft DevOps, ServiceNow configuration, and CMDB.
3. Awareness of matrix management structures.
Personal Qualities & Skills:
1. Strong problem-solving skills, attention to detail, and the ability to work under pressure.
2. Excellent documentation skills and a collaborative attitude to promote knowledge sharing.
3. Ability to communicate technical complexities to non-technical stakeholders clearly.
4. Driven to promote continual improvement and manage multiple tasks simultaneously.
Desirable Qualifications & Skills:
1. ITIL v3/v4 Foundation certification, Microsoft Certified Azure Fundamentals, and ServiceNow Administrator Certification.
2. A 2:1 Degree (or equivalent) in a Computer Science-related subject is preferred.
Upon offer you will be subject to a DBS check.
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