Application Support Analyst

As BES Utilities continues its exciting growth within its IT department in 2024, we have a newly created position available for an Application Support Analyst to join our growing IT shared services team, based within our offices in Fleetwood with some travel to our Manchester offices when required.

Reporting to the IT Service Delivery Manager, the position plays a pivotal role in coordinating the entire lifecycle of various applications within the organisation's portfolio and requires a comprehensive understanding of application management, including hands on support, maintenance, and optimisation.

A full / clean UK diving license is required.

Role and Responsibilities (but not limited to):

• Oversee all aspects of application lifecycle, including deployment, maintenance, upgrades, and decommissioning.


• Serve as a liaison between application teams, data teams, MI/BI teams, Software Development and infrastructure teams.


• Develop and maintain documentation related to application configurations, processes, and procedures.


• Work with the Change Team to collaborate with stakeholders to gather requirements for new applications, upgrades, and enhancements.


• Work with IT Service Desk to provide general support and troubleshooting for a diverse range of applications.


• Become a hands-on support Engineer for applications knowing when to escalate to vendors, when to train user champions and when to solve the issue independently.


• Implement and oversee regular preventative maintenance activities, including patches, updates, and backups.


• Where possible provide advanced support, configuration, and administration for critical applications.


• Participate in meetings and projects involving cross-functional teams to drive innovation and efficiency.


• Implement proactive monitoring solutions to detect and address potential issues before they escalate.


• Conduct regular performance analysis and optimisation activities to enhance application efficiency.


• Develop and implement preventive maintenance strategies to minimise downtime and disruptions.


• Identify opportunities for process improvement and automation within the application management lifecycle.


• Implement best practices and standards to optimise the efficiency and effectiveness of application operations.


• Track key performance indicators (KPIs) related to application performance and user satisfaction.
  
  Experience in a similar IT management role, ideally within an IT Service Desk environment.


• The ability to work in a fast-paced dynamic environment where priorities can change rapidly.


• Excellent Team Leadership and proven people management skills.


• Hands-on IT Service Management: Demonstrable experience in managing a service desk or support team, with a strong foundation in ITIL practices.


• A proven track record in effectively applying, incident, problem and change management process to improve service delivery and customer satisfaction.


• Extensive experience in the rapid resolution of IT incidents and the management of complex problems, including effective escalation and coordination with IT and business stakeholders.


• Vendor and Supplier Management: Practical experience in managing relationships with technology vendors and third-party service providers, ensuring SLAs are met and contributing to the service desk's operational efficiency.


• Being an innovative and positive team player with excellent communication and service skills, confident in communicating technical issues to non-technical staff and managing the demands of non-IT staff and senior stakeholders.


• Experience working with complex enterprise technologies, Microsoft Based Desktop Services and data networks.


• Strong knowledge of supporting end users in contact centre, sales or utilities operations environments.


Candidate Requirements & Competencies:

Essential

• Experience in a similar IT role, ideally within an IT Support & Maintenance environment.


• Hands-on IT Application Support, configuration, and Maintenance.


• The ability to work in a fast-paced dynamic environment where priorities can change rapidly.


• Being an innovative and positive team player with excellent communication and service skills, confident in communicating technical issues to non-technical staff.


• Good understanding of ITIL practices would be helpful: A proven track record in effectively applying, incident, problem and change management process to improve service delivery and customer satisfaction.


• Experience in the management of complex problems, including effective escalation and coordination across IT and the wider business.


• Vendor and Supplier Management: Some practical experience working with technology vendors and third-party service providers, ensuring SLAs are met and contributing to the service desk's operational efficiency.


• Some practical experience working on application's underpinning contracts, working to make these as effective as possible.


• Demonstrable ability to rapidly understand new applications, including administration, configuration and end user capabilities.


• Demonstrable ability to rapidly learn how to configure application settings including workflows, reports, access controls and general setting.


• To be effective at creating support and guidance materials as well as working with training teams to upskill the application user community.


Desirable

• Experience or good knowledge of supporting end users in contact centre, sales or telesales environment.


• Working in the utilities or Energy sector, recognising the industry applications


• Experience working with complex enterprise technologies, e.g. Microsoft, AZURE Based Services and SQL data networks., Good working understanding of ITIL: Demonstrates understanding of IT Service Management practices based on the ITIL framework.


• Good working understanding of technologies including cloud services, data networks, building and distributing desktop equipment, repairing, and resolving technical issues.


• Good working understanding of Databases and some understanding of SQL. Understanding of APIs, webservices and integrations., GCSE or equivalent (preferred), Technical support: 2 years (preferred)
  
  Working hours - Monday to Friday


• Buy / Sell Annual Leave Scheme


• Employee Assistance Programme (EAP)


• Access to Employee Health Scheme


• Career development


• Long Service Awards


• Employee Recognition Incentives


• Company events


• Career progression / promoting within


• Free tea & coffee


• Local discounts / benefits, Additional leave


• Canteen


• Company events


• Company pension


• Employee discount


• Free parking


• Health & wellbeing programme


• On-site parking


• Referral programme


Schedule:

• Monday to Friday


• No weekends