APPLICATION SUPPORT ANALYST (REMOTE)

Category: Service Desk / End User Services
Main location: United Kingdom, UK Wide - Various, UK Wide
Position ID: J0123-0848
Employment Type: Full Time

POSITION DESCRIPTION:

If your skills are backed up with a talent for solving problems, we’ll help you to make your best, better. At CGI, our App Support Analysts are trusted to work closely with a wide range of clients on exciting projects with real-world purpose and impact.
CGI was voted a ‘Best Workplace’ by Great Place To Work in 2021 and also won ‘Best Tech Employer’ at the 2022 Women in Tech Employer Awards. We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching) which makes you a member not just an employee.
CGI operates a hybrid working environment. This role can be worked remotely from anywhere in the UK with occasional expensed travel, as required.
All applicants must hold or be prepared to undergo National Security Vetting (NSV) to Security Check (SC) level.

SKILLS:

• Help Desk/IT Services
• IT Service Management
• Delivery Support
• Incident Response

YOUR FUTURE DUTIES AND RESPONSIBILITIES:

This is an exciting opportunity for a skilled App Support Analyst to join a close knit dynamic team, providing third line application support on a high profile service with an opportunity to work on upcoming development changes.

Responsibilities include:

• Maintenance, configuration and support of distinct, bespoke applications
• Support of Incidents, Problems & Service Requests
• Client and user communication on a daily basis
• Working within SLA parameters in the provision of a high-quality app support service
• Impact Assessment in response to requests for enhancement/change
• Providing assistance and leadership to junior team members
• Responding to and acting on customer issues/requests
• Attendance of client meetings as necessary

You’ll also have the opportunity to; learn complex bespoke technologies, take part in project-based development and delivery work, develop service improvements, take part in performance testing and assist in software deployments.

REQUIRED QUALIFICATIONS TO BE SUCCESSFUL IN THIS ROLE:

• UNIX / RedHat / Oracle
• Ability to work independently with minimal supervision
• Analytical approach with good fault-finding skill
• Experience of working in a customer focused support environment
• Knowledge of service management methodologies (ITIL)
• Understanding of support processes and their implementation in an app support scenario
• Effective customer relationship, confident client facing and interpersonal skills
• Flexibility for occasional evening and weekend work
• Willingness to join an ‘on-call’ rota

Desirable (not essential):

• Cloud experience
• PostgreSQL
• Shell scripting (Perl / Bash)
• ITIL Foundation certification
• Experience with Remedy (or similar call-logging systems)
• Java / J2EE (inc. Spring framework)
• WebLogic
• Containerisation
• MFT software
• Enterprise Search solutions (FAST or Elastic Search)

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