Back Office Application Support Specialist

2 days ago

London, Greater London, United Kingdom TEKsystems Full time
Job Title: Back Office Application Support Analyst

Description:

The Back Office Application Support Analyst is responsible for providing technical support and maintenance for middle and back-office production applications. This role involves delivering ongoing application release cycle changes, onboarding new applications, and providing high-quality operational and technical support to internal business functions.

Key Responsibilities:

  1. Accountable for incident and service request fulfillment across the middle and back-office application portfolio, including clarifying requirements with the business and ensuring timely completion.
  2. Run problem management processes, identifying underlying issues, providing short-term workarounds, and liaising with development teams for long-term fixes.
  3. Effectively manage major production incidents, taking ownership until closure, providing regular updates, and minimizing downtime/disruption.
  4. Deploy application code on production and pre-production environments, managing business communications and post-release environment availability.
  5. Review and approve change requests requiring application support oversight.
  6. Proactively identify application improvements in performance, availability, and automation of repetitive tasks.
  7. Conduct daily morning and evening checks for critical applications, providing status reports to the IT Operations Team.
  8. Build and maintain working relationships with the business community to increase customer knowledge, capability, and system satisfaction.
  9. Maintain a knowledge management repository across applications within the team, ensuring operational and support documentation is up to date.
  10. Manage user expectations during incident resolution and issue lifecycle.
  11. Collaborate with the team on developing and establishing new processes.
  12. Assist in filling in for App Support leads as needed, including running team meetings and managing escalations.
  13. Support end-of-day batch processing across the application portfolio.
  14. Complete assigned deliverables with minimal day-to-day management.
  15. Flexibility to work outside regular hours for release or maintenance activities.
  16. Support Group IT projects and manage internal application support projects.
  17. Provide guidance and support to junior staff on maintenance projects.
  18. Manage vendor changes, communications, and relationships where applicable.

Requirements:

  • Application support
  • SQL
  • ETRM (MUST HAVE)
  • Windows

Employee Value Proposition:

Hybrid working and opportunities to progress long term with a range of projects & BAU

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