Senior Application Support Analyst

at  Version 1

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. Our expertise enables our customers to navigate the rapidly changing Digital-First world we live in. We foster strong partnerships with leading technology giants including Microsoft, AWS, Oracle, Red Hat, OutSystems, and Snowflake, ensuring that our customers are provided with the highest quality solutions and services.

We’re an award-winning employer reflecting how our employees are at the very heart of Version 1 and what we do:

• UK & Ireland’s premier AWS, Microsoft & Oracle partner
• 3400+ strong, €350/£300m revenue business
• 10+ years as a Great Place to Work in Ireland & UK
• Best Workplace for Women in the UK & Ireland by GPTW
• Best Workplace for Wellbeing in the UK by GPTW

We’re a core values driven company, we hire people who share our values, and we reward those who display and foster them, it’s deeply embedded within our DNA. Invest in us and we’ll invest in you!
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 will transition new applications into the support team, 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 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

• 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 require