A role you will love
As an Application Support Analyst, you will be responsible for troubleshooting issues, supporting day-to-day requirements of our business units/clients, providing analysis and recommendations on existing technical solutions, playing a key part in technical projects and ensuring a quality service is provided to our clients.
The position works closely with the Service Management and Development teams, utilising the core ITIL principles in Change, Release, Incident and Problem management as well as supporting the successful delivery of new services/applications into the production environment.
Some other key accountabilities will include
Incident and Support
Issue debugging and incident management
Perform data and system analysis
Successful management of change into production
Manage releases and system upgrades into live systems
Ensure system stability and management of environments
Monitor systems and act on alerts and system events
Active involvement in service transition from development teams
Maintain and update knowledge bases for support group
Implementation and Deployments
Deliver and support IT projects
Complete system configuration
Support key business events and data migrations
Work with other technical teams (Development, Infrastructure, external Vendors), to deliver continued service improvement and when needed, determine root cause of issues.
Communication & Documentation
Collaborate with individuals and teams to promote knowledge sharing
Escalate risks and issues to the Team Lead / Management as appropriate
Gather and document knowledge gained on known issues into an indexed knowledge base
Maintain environment configuration documentation.
Provide timely and accurate updates to stakeholders
Quality Control / Continuous Improvement
Analyze support enquiries to identify recurring user problems, recommend solutions and identify areas where support services can be improved
Suggest ways to improve existing processes and/or create additional ones to improve quality and efficiency
What will you bring to the role?
3-5 years in a relevant business or IT related support role
Strong analytical, troubleshooting and debugging skills, with the ability to collect and analyze complex material and data, and present it in accessible formats
Strong customer-facing and communication skills - written and verbal, with a high attention to detail
Strong interpersonal skills - a good team player with proven ability to build and maintain strong relationships with clients, including international clients
Experience of business analysis, release management and service delivery
Ability to work under pressure and meet tight deadlines
Understanding of ITIL framework, SDLC and DevOps concepts and methodologies
Good working knowledge of SQL Server and T-SQL and/or Oracle DB/Server
Experience with Web technologies or similar (HTML, XML, CSS, Javascript, AJAX, Web Services)
Rewards designed for you
- Flexible work to help you find the best balance between work and lifestyle.
- Health and wellbeing rewards that can be tailored to support you and your family.
- Invest in our business by setting aside salary to purchase shares in our company, and you’ll receive a company contribution as well.
- Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future.
- And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub.
