Application Support Analyst, Nottingham, UK

Business Unit: Technology

Location: Nottingham

Contract Type: Permanent/Full Time

Closing Date: 23 March 2018

Application Support Analyst, Nottingham, UK

The Application Support Team

Is responsible for support and operational delivery of business applications that underpin GBG Products and Services, including in depth knowledge of the application layer, business workflows, installation, implementation and release through to improvement and project delivery for respective platforms.

The Role (Vision)

Is being part of a leading technology and business-orientated team that is a key interface between 1st and 3rd line functions such as Service Desk, infrastructure, database administrators, development and security teams. Team members understand the business products and services, the team’s capacity to deliver against defined service level agreements playing an important role in achieving customer, business and technology objectives.

What you’ll do (Objectives)

  • Provide 2nd Line support for GBG Products and Services, extending team support to 1st and 3rd line as required
  • Operate the application layer including Daily-Weekly-Monthly (DWM) schedules, automation as a key principle
  • Utilise skill and knowledge to become a subject matter expert within the team positioned to tactically and strategically support GBG Products and Services
  • Creation of documentation and documentation review to ensure all technical and business process documents are appropriate and up to date
  • Ensure application and business service security risks are clearly captured, defined and mitigated, signed off by the appropriate IT and Business management
  • Engagement, liaison with 3rd Party Suppliers from a Support and Operational perspective
  • Configure, maintain and update application monitoring either via scripting or monitoring tools, all GBG Products and Services must be comprehensively monitored
  • Support the team’s capability to provide application and business server release management for production services
  • Support audits of security controls and procedures (relevant to the application) to ensure they remain appropriate as the business changes
  • Support the teams’ capability to provide application specific knowledge for testing of application software or business workflow changes
  • Engage in regular 121’s, team meetings/reviews and annual appraisals, based on service performance and agreed objectives
  • Adhering to team process applying methodologies such as ITIL for Support and Agile for Delivery
  • Taking accountability for of self-development including baseline knowledge via succession planning and upskilling via agreed scheduled online training, training, coaching, mentoring or other methods

How you’ll deliver it (Strategies)

  • These will be determined by you, in collaboration with your manager, and you’ll update them regularly to keep your contribution relevant as we evolve. You’ll do this via your Personal VOS.

To help you be successful, we’re looking for


  • Excellent troubleshooting & triage skills
  • Proven experience in a 2nd line Technology Support role
  • Ability to demonstrate the synergy between business service and underpinning applications
  • Experience of Incident and Problem Management procedures (following ITIL workflow)
  • Experience of AGILE methodologies i.e. SCRUMS, Retrospectives and planning sessions
  • Experience supporting Windows Server 2008/2012 solutions
  • Experience scripting and automation of scripts (PowerShell/Bash)
  • Experience of working with various SQL databases (MSSQL/MongoDB)
  • Experience of SSL/encryption management
  • Experience in release management and deployment tools
  • Experience of writing technical documentation on the installation, configuration and use of applications
  • Experience in developing requirements for monitoring of applications
  • Desirable experience managing systems in the Cloud (Azure, AWS etc.)
Apply now