Senior Application Support Lead

4 weeks ago


Glasgow, Glasgow City, United Kingdom KPMG UK Full time
Job Title: Senior Application Support Analyst

Job Summary:

We are seeking an experienced Senior Application Support Analyst to join our team in Glasgow. As a key member of our support team, you will be responsible for leading a team of Application Support Analysts and managing the day-to-day running of the team.

Key Responsibilities:

  • Manage the day-to-day running of a team, including monthly 1-2-1's, reviews, and performance management.
  • Manage workload and resources to ensure departmental cover is maintained.
  • Manage business escalations, ensuring that both internal and external client issues relating to supported applications are quickly and accurately resolved.
  • Assist management with strategic and project planning for the team.
  • Pro-actively seek out business and process improvement opportunities.
  • Prioritise and progress the resolution of tickets, identifying long-term fixes.
  • Own and execute key team processes, including carrying out regular QA audits.
  • Possibility to be involved with transitioning new applications/features into support.
  • Contribute to producing regular stakeholder service reporting.

Requirements:

  • Experience in a busy customer-facing software support role, including acting as team lead/workstream lead.
  • Experience with at least one IT Service Management product, such as ServiceNow, JIRA Service Management, or other ITSM tooling.
  • Thorough knowledge of customer services processes, systems, and quality measures.
  • Excellent written and verbal communication skills.
  • Experience with the MS Office Suite.
  • Skills we'd love to see/Amazing Extras:
    • Experience of managing teams through change.
    • Demonstrable experience in improving individuals, increasing performance, and delivery.
    • Experience of PowerBI or other data/reporting tools.
    • ITIL Foundation Certification.

What We Offer:

We offer a range of benefits, including flexible working hours, office work, working from home, and part-time options. If you have a need for flexibility, please register and discuss this with our team.

Why KPMG UK?

We are a leading professional services firm, providing audit, tax, and advisory services to clients across the UK. We are committed to delivering exceptional client service and creating a positive impact on our communities.

How to Apply:

To apply for this role, please click the link below to create a profile, upload your CV, and begin your application.



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