Job Description
About the Role: My client is seeking an experienced Application Support Analyst(1st/2nd Line) to join their team at their modern Head Office in Liverpool City Centre. You will be responsible for providing high-quality application support and change management, ensuring a seamless experience for both staff and customers using their applications and websites.
Key Responsibilities:
* Provide day-to-day application support for colleagues using internal applications, including Business Central, Kinetic, MRI, HubSpot, and others.
* Enhance the efficiency and effectiveness of colleagues working with technology.
* Optimize the customer journey through improvements to applications and websites, including access control, configuration, template changes, workflow, data quality, and automation.
* Collaborate with Marketing and Technology team members.
* Ensure application support suppliers deliver high-quality performance.
* Provide 1st line technology support to resolve application and website incidents, manage changes and releases effectively.
* Escalate 2nd and 3rd line issues to internal and external support providers as necessary.
* Support complex applications requiring configuration, template development, workflow design, and problem resolution.
* Act as an ambassador for technology change within the organization, helping colleagues engage with new technologies.
* Provide project support to the Application Projects and Support Manager.
* Assist colleagues in working smarter and achieving more by providing training and support.
* Protect the organization through proactive technology governance, reducing risk, improving IT security, increasing resilience, and championing data privacy controls.
Key Requirements:
Knowledge & Experience:
* Experience with Business Central, Kinetic, MRI, HubSpot, or other SaaS ERP/ERM systems.
* 1st line support experience with a wide range of end-user computing and application technologies.
* Experience in the Construction, Student, or Property letting sectors is advantageous.
Skills:
* Incident management, problem resolution, change management, and release management applications experience.
* Ability to facilitate change through application support.
* Proactive technology incident and problem management skills.
* Tenacity in driving results from IT suppliers.
* Planning, organizing, and timely delivery of change.
* Strong analysis, problem-solving, and decision-making skills under pressure.
* Excellent communication skills, both verbal and written.
Personal Attributes:
* Strong client service ethic.
* Ambassador for continual improvement of applications, processes, and data quality.
* Passionate about technology with a desire to learn new technologies and drive personal development.
Benefits:
* Competitive salary.
* 25 days holiday + bank holidays.
* Company pension contribution.
* Gym access.
* Modern office in the centre of Liverpool's business district.
* Employee assistance program.
* Life assurance cover.
If you are passionate about technology and eager to make a difference, I would love to hear from you!