Application Support Analyst

Role & responsibilities

We are looking for a highly skilled and driven Application Support Analyst to join our specialised and growing team. This is a hands-on role that sits at the heart of our business operations, supporting our bespoke applications across key areas such as Trading, Operations, Invoicing, Credit, and Legal.

Success in this role requires someone who thrives in a fast-paced, dynamic environment someone who can think on their feet, manage competing priorities, and remain calm and effective under pressure.

What Were Looking For:

• Proven experience in application support within a high-pressure, fast-changing environment.
• Strong analytical and problem-solving skills with attention to detail.
• Ability to adapt quickly, take ownership, and drive issues to resolution.
• Excellent communication skills and a user-focused approach.
• A proactive, resilient mindset and a commitment to maintaining high-quality support and documentation.

Application Support & Incident Management

• Act as a front-line responder within the Application Support team, resolving incidents and service requests raised by users.
• Take full ownership of assigned incidents, problems, and service requests in ServiceDesk Plus, ensuring timely acknowledgment, regular updates, and resolution within SLA targets.
• Escalate issues when required and collaborate with the Head of Application Support to ensure prompt and effective resolution.
• Maintain and manage Problem tickets in line with the Problem Management process, ensuring accurate documentation and resolution tracking.

Knowledge Management & Training

• Ensure all support guides, knowledge articles, and training materials are regularly updated and reflect the latest system functionality and processes.
• Provide training to new and existing users to enhance understanding and adoption of the system.
• Monitor user activity and identify knowledge gaps; recommend and deliver user education initiatives to improve self-sufficiency and reduce support queries.

System Expertise & Continuous Improvement

• Develop and maintain deep functional knowledge of our bespoke trading application, acting as a subject matter expert for users and internal teams.
• Provide consistent, high-quality daily support to users across multiple departments and locations.
• Assist with User Acceptance Testing (UAT) for new system releases, ensuring readiness and user impact assessment.
• Stay informed on key system developments and communicate relevant changes and enhancements to the business.
• Collaborate with the Head of Application Support to identify and implement process improvements, automation opportunities, and self-service capabilities that reduce support volume.