Job Title: Applications Support Analyst

Salary: £35,392 - £42,618

Location: Essex

Job Summary:

As the Applications Support Analyst, you will play a pivotal role in ensuring the seamless operation of our digital applications, supporting our users in delivering outstanding service.

Key Responsibilities:

As an Applications Support Analyst, you will:

1. Digital Service Ownership: Serve as the Digital Service Owner for a range of application systems, representing these digital services and ensuring their day-to-day management meets the highest standards.
2. Customer Focus: Maintain a strong customer focus and collaborate with Information Asset Owners, Information Asset Administrators, and Super Users. Assist them in effectively using application systems to enhance their business functions.
3. IT Service Desk Support: Provide crucial support to the IT Service Desk by resolving incidents, conducting problem investigations, and fulfilling service requests. You'll also liaise with third-party suppliers when necessary to ensure timely resolution.
4. Incident Escalation: Act as the point of escalation for major incidents, service failures, or customer complaints related to the digital services you support. Keep relevant digital management leads informed and engage in ongoing customer liaison until resolution.
5. Digital Expertise: Possess a deep understanding of digital terminology and service disciplines, staying up-to-date with developments that could impact service delivery.
6. Collaboration: Collaborate closely with suppliers of supported systems to maintain positive working relationships and ensure compliance with contractual obligations.
7. Project Involvement: Attend regular meetings related to both existing and future development of supported systems. Contribute to or lead projects as needed.
8. Patches and Upgrades: Support the accurate and effective implementation of patches and upgrades for supported systems. Review release notes to ensure the Application Manager is informed of training and user implications.
9. Data Security: Work with Information Asset Owners and Information Asset Administrators to ensure data security measures align with policies, safeguarding the confidentiality and appropriate use of data within the systems.
10. Stay Informed: Actively stay informed about national and local developments, particularly those impacting the business areas using supported systems.
11. Change Management: Represent the service in the Change Advisory Board and understand SLAs related to digital services.
12. SLA Monitoring: Monitor external third-party SLAs according to agreed escalation procedures.
13. Flexibility: Be willing to work flexible hours to meet the needs and exigencies of the service, ensuring the continuous delivery of high-quality digital services.

If you are an experienced Applications Support Analyst seeking an exciting opportunity to make a significant impact in the world of digital services, we encourage you to apply and join our innovative team.