Application Support Analyst

Company Description

Version 1 has celebrated over 26 years in Technology Services and continues to be trusted by global brands to deliver solutions that drive customer success. Version 1 has several strategic technology partners including Microsoft, AWS, Oracle, Red Hat, OutSystems and Snowflake. We’re also an award-winning employer reflecting how employees are at the heart of Version 1. 

We’ve been awarded: Innovation Partner of the Year Winner 2023 Oracle EMEA Partner Awards, Global Microsoft Modernising Applications Partner of the Year Award 2023, AWS Collaboration Partner of the Year - EMEA 2023 and Best Workplaces for Women by Great Place To Work in UK and Ireland 2023. 

As a consultancy and service provider, Version 1 is a digital-first environment and we do things differently. We’re focused on our core values; using these we’ve seen significant growth across our practices and our Digital, Data and Cloud team is preparing for the next phase of expansion. This creates new opportunities for driven and skilled individuals to join one of the fastest-growing consultancies globally.

Job Description

As an Application Support Analyst at Version 1, you will play a key role in ensuring the successful delivery of IT services to our client. The successful candidate support business critical applications for our customer, manage relationships with key stakeholders and ensure that service level agreements (SLAs), service commitments and project deliverables are met.

You’ll be responsible for:

• Troubleshoot incidents and problems to resolution while maintaining the highest levels of customer satisfaction.
• Proactively monitor systems, respond to alerts, and schedule preventative maintenance and corrective work.
• Have a good working knowledge of service management, working to SLAs, and/or experience working in an ITIL environment.
• Manage software releases, ensuring planned changes are deployed in accordance with the Change Management process and scheduled appropriately.
• Write effective support documentation and standard operating procedures and maintain all IT Operations process and procedure documentation accordingly.
• Be a focal point to resolve day-to-day user and application incidents and service requests and manage their resolution or escalation in a timely and effective manner.
• Develop training, support, and knowledge management materials.
• Offer guidance and best practices to ensure IT applications and services are operating optimally.
• Provide IT support input in the selection and development of tooling and process development in line with changing business requirements.
• Manage small to medium projects/work activities or sections of larger projects and interact with stakeholders to ensure business requirements are met.
• Participate in the delivery and complete transition of new IT applications and services in line with service acceptance criteria.
• Contribute to Disaster Recovery and Business Continuity planning, maintenance, and support.
• Participate in out-of-hours support and maintenance when required

Qualifications

• Minimum of 3-5 years’ experience in an applications management, support, or development role.
• Experience working with applications running on Windows Server is essential.
• 3rd Level technology degree or equivalent.
• Demonstrable analytical and problem-solving skills.
• Experience installing, configuring, monitoring, maintaining, and troubleshooting proprietary, legacy, and 3rd party applications or services.
• Working knowledge of networks, cloud, and business applications including Office 365, SharePoint 365, and Microsoft Azure.
• Good working knowledge of reporting technologies (e.g., Power BI, Tableau).
• An understanding of relational databases and a good command of SQL.
• Incident, problem, and change management experience.
• Experience supporting application software with demonstrable knowledge of support processes and procedures, as well as a proven ability to design practical solutions to technical problems.
• Customer-facing technical support experience.
• Applications administration and troubleshooting.
• Familiarity with database technologies (e.g., Oracle, MS SQL Server) and experience with Microsoft Windows/Windows Server.
• Scripting and automation experience (e.g., SQL, PowerShell, .NET).
• ITIL Foundation qualification preferred.
• Knowledge of the key architecture concepts used to support business applications including IIS web architecture, application, batch, and database servers.
• Experience in the software development lifecycle.
• Experience with software development and support methodologies (e.g., Agile, DevOps).
• Experience with middleware application software (e.g., WebSphere/WebLogic, IIS, Tomcat).

Additional Information

At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their well-being, professional growth, and financial stability. 

One of our standout advantages is the ability to work with a hybrid schedule along with business travel, allowing our employees to strike a balance between work and life. We also offer a range of tech-related benefits, including an innovative Tech Scheme to help keep our team members up-to-date with the latest technology. 

We prioritise the health and safety of our employees, providing private medical and life insurance coverage, as well as free eye tests and contributions towards glasses. Our team members can also stay ahead of the curve with incentivized certifications and accreditations, including AWS, Microsoft, Oracle, and Red Hat. 

Our employee-designed Profit Share scheme divides a portion of our company's profits each quarter amongst employees. We are dedicated to helping our employees reach their full potential, offering Pathways Career Development Quarterly, a programme designed to support professional growth. 

Ekta Bahl - Talent Acquisition Capability Partner

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