Business Analyst

3 weeks ago

London, Greater London, United Kingdom PIB Group Full time
Application Support Analyst

The PIB Schemes & Affinities division is seeking an experienced Application Support Analyst to join their dynamic team. This role requires a candidate with excellent communication and problem-solving skills, who can work effectively across business units and technical stakeholders.

About the Role:

This role involves working alongside the in-house Software Development team, Application Change team, and external application vendors to deliver Application support. The successful candidate must be able to communicate across business units, build relationships with technical and non-technical stakeholders, and effectively support applications.

Key Responsibilities:
  • Act as the first point of call for all Application support issues ranging from 1st line to 2nd line
  • Resolve issues, troubleshoot, test, and train users on multiple CRM systems using privileged access
  • Diagnose and resolve software incidents which occur, managing communication out to the business
  • Assist all end users with any software-related issues when called upon
  • Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other areas of PIB where necessary
  • Accurately record, update, and document requests using the Application Support helpdesk system
  • Update and create knowledge-base articles to document application support
  • Assisting in project activities
  • Act as a liaison between internal and external technical teams, facilitating effective communication and coordination during the support process.
  • Work in compliance and alignment with the Application Support processes.
Experience:
  • Experience working in a IT/Application support environment/team
  • Excellent communication skills and experience working with Technical and Business stakeholders
  • Excellent problem-solving skills and attention to detail
  • Thrives on issue resolution and demonstrates a “can-do” attitude
  • Able to effectively manage own workload
  • Strong interpersonal skills
  • Good written and oral communication skills
  • Ability to challenge on a technical level when required.
  • Enthusiastic, driven, self-motivated with a focus on quality and delivering value
  • Creative, co-operative, and collaborative
Benefits:
  • Hybrid working with 3 days in the office and 2 days WFH
  • Competitive holiday allowance with the annual option to buy additional days
  • Death in Service benefit of x4 salary
  • Company pension scheme
  • Enhanced maternity and paternity leave packages
  • Flexible benefits package which allows you to add additional benefits to your overall package
  • Benefits portal offering discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel, and many more
  • Referral schemes
  • Discounted rates on PIB products
  • First-class employee benefits and welfare package to support employees with financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking, and much more
  • Wide range of discounts including kids pass – giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects, and lots of other options to choose
  • Comprehensive learning & development framework, including professional study options and apprenticeships available to all employees, supporting career development
  • Part of the PIB Community Trust, supporting fundraising where grants can be applied for towards chosen charity
  • PIB Group committed to improving environmental impact in a responsible way, with individual actions taken daily and facilities installed to reduce carbon footprint

Estimated Salary: £35,000 - £40,000 per annum

Please note that the estimated salary is based on the job requirements and industry standards, but may vary depending on location and other factors.

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