The job description provides a comprehensive overview of the Application Support Analyst role, including responsibilities, qualifications, and benefits. However, it lacks consistent formatting and clarity in some sections. Here is a refined version to improve readability and structure:
Application Support Analyst - up to £45k, Telford
Client: Rheinmetall BAE Systems Land
Location: Telford, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference: 0de64809ab3c
Job Views: 9
Posted: 26.04.2025
Expiry Date: 10.06.2025
Job Description
WHAT WE ARE LOOKING FOR
The Application Support Analyst in RBSL Information Management & Technology department plays a key role in ensuring that services provided by the Enterprise and Business Applications function are performing satisfactorily. RBSL manages a mix of in-house supported applications (this role supports) and third-party supported applications (this role helps manage).
Position Duties and Responsibilities
* Provide crucial support to users and third parties by triaging and resolving incidents, supporting problem investigations, and fulfilling service requests.
* Monitor, maintain, and drive improvements to applications managed by RBSL in collaboration with users and business owners.
* Act as Service Owner for various application systems, ensuring their management meets SLAs, and liaising with third-party suppliers for timely resolution.
* Maintain a strong customer focus, collaborate with Business Owners and Users, and create/manage Knowledge Base articles for supported applications.
* Develop supporting application user processes and procedures.
* Serve as the point of escalation for major incidents, service failures, or customer complaints, keeping relevant stakeholders informed until resolution.
* Stay updated with developments affecting service delivery and possess a deep understanding of relevant terminology and disciplines.
* Collaborate with vendors and suppliers to maintain positive relationships and ensure contractual compliance.
* Participate in meetings regarding existing and future supported applications, understanding roadmaps and hardware/software compatibility, and contribute to projects.
* Support release and deployment activities, including upgrades and patches, reviewing change requests, and developing test plans.
* Manage and maintain application licenses.
* Work with Information Asset Owners, Compliance, and Cyber Security teams to ensure data security and supportability for certifications like Cyber Essentials.
* Represent application services in the Change Advisory Board.
Qualifications
* 2+ years of experience in application support or similar roles.
* Experience managing application services through third parties.
* Supporting SQL, Windows Server 2019, Microsoft Office (especially Access), and internal web applications (HTTPS, IIS, TLS).
* Understanding of business processes in the context of IT solutions.
* Experience with FlexLM is advantageous.
* Strong analytical, problem-solving, communication, and interpersonal skills.
* Experience with service management tools like ServiceNow.
* Knowledge of ITIL or similar frameworks.
* Attention to detail and commitment to high-quality work.
* Occasional travel to other sites.
* Willingness to undergo BPSS security checks.
What We Offer
We aim to be an employer of choice, offering opportunities for career development through technical roles, support functions, and leadership positions. Our benefits include:
* Competitive salaries reviewed annually.
* Hybrid and flexible working over a 4.5-day week.
* Annual incentive scheme.
* Life assurance, health cash plans, and private healthcare.
* 5 weeks holiday plus bank holidays, with long service rewards.
* Holiday purchase scheme, employer pension contributions up to 10%, and salary sacrifice benefits.
* High street and gym discounts, cashback, and enhanced maternity/paternity benefits.
* Additional benefits like car allowances and company cars for some employees.
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