At Evri we understand that searching for your first job, your next job, or that big promotion is a huge milestone. Here at Evri we always think about what it's like to be in your position when making those big decisions. It takes courage to make change happen in your life, and we're here to help you with that. We're here for the first step, the next step, and the big step. You're not just a number to us. You've got to know you'll love working here. It's as important to us as you ‘being the right fit'. We want to help you feel what it's like to work at Evri, to see the value you can bring to any of our roles, and how we can help you grow. We're never one-size-fits-all. Our careers are as unique as you are. We are looking for an Application Support Analyst on a 12 month fixed term basis to provide proactive monitoring, first line diagnosis, resolution and escalation to meet with the business SLAs. The role involves monitoring for application events, performance issues and system failures and ensuring a flawless customer experience across the estate. Evri is leading the way in creating responsible delivery experiences for everyone, everywhere, and that's how we approach our talent development. We're a kind, ambitious and diverse team, always supporting and encouraging each other. Our people are extremely important to our business, without them we wouldn't be where we are today, striving to do the best for our customers and clients. If you like what you hear, then we'd love you to apply Please note that this is a fixed term 12 months vacancy You will be accountable for: Being the first point for support of our IT systems by monitoring and logging application events and issues, with appropriate escalation where incidents cannot be resolved internally Use industry leading software to troubleshoot unexpected alerts and protecting our service by following the established ITIL process through to resolution Triage and resolve incidents for all our applications, reducing the need to escalate or transfer tickets to our Engineering teams Documenting repeat procedures and maintaining our Knowledge Base ensuring team articles stay up to date Working as part of a growing 24x7 team, you will need to be available to work a 4-days-on-4-days-off shift pattern with flexibility to meet needs of the business Engaging in “shift left” activities with technical teams to allow more incidents to be resolved first time Provide documented feedback weekly, based on the callouts and tickets managed by the team to identify any recurring issues (Problem candidates) or areas that should be moved away from other resolver groups and handled within the team Provide support in starting and stopping services for essential monthly database maintenance Be the single point of IT Support OOHs, providing user access support and triaging high priority incidents raised by the wider business Working alongside the duty managers to make sure live issues are effectively managed and communicated out to the business. To be successful in this role you will require the following… Educated to degree level or can demonstrate equivalent experience. Experience of system operation or application support of IT systems in a live environment Experience using Service Management tools such as ServiceNow Working experience with system & application monitoring tools e.g.: AppDynamics CloudWatch (AWS) Experience in creating and executing SQL scripts Understanding and experience of using command line interfaces Ability to troubleshoot, organize and prioritize incidents and alerts Awareness of ITIL framework and Service Level Agreements Hands-on experience of Issue Management tools – ServiceNow, Jira, Confluence etc Able to provide succinct overviews of complex technical issues Why Work Here? We're constantly looking at ways to become a more inclusive and diverse employer, and our benefits package is important to us. Here's some of what we currently offer: Flexible working; work from home, or in the office – whatever suits you. You can also choose your working pattern – if you'd like to work full-time, or part-time, just let us know 26 days bank holidays, as well as an option to buy and sell up to 5 days holidays. Bonus Scheme; an annual bonus that can earn up to £2,250 if you really push the boundaries Career progression framework; map out your next steps in your career Pension; 3% employer contribution on top of what you choose to commit yourself A range of discounts from our clients We also have a range of flexible benefits such as additional life assurance, critical life insurances and others to choose from In addition to this, Evri have recently launched a fantastic new benefit which allows employees to request to work from anywhere in the world for up to 90 days. In addition to this, Evri have recently launched a fantastic new benefit which allows employees to request to work from anywhere in the world for up to 90 days. At Evri, we know we only grow if our people do too. That's why we're committed to building a truly inclusive and diverse workplace where everyone can bring – and be – their whole authentic selves. We're on a journey to better represent the customers we serve around the UK. We're committed to removing barriers and ensure that each person at Evri is valued for who they are, and what they bring to our business. We are Evri. Where everyone is welcome. We're excited for the future. Let's deliver it together. ADZN1_UKTJ