Application Support Analyst

Application Support Analyst

Job Description
Department: Service Support

Reports To: Service Support Manager

Work Location: Chorley - Hybrid

Hours of Work: 37.5

Position Type: Full-Time

Rate Type: Salary

Grade: 3

Summary
We are an innovative and market leading software & services company based in Chorley serving clients in the utility sector ranging from new entrants to large existing suppliers. We deliver sophisticated software solutions and managed services in a Private Cloud infrastructure, servicing both traditional and modern real-time, smart energy clients.

We operate a Hybrid working policy so you will be able to flex between working in the office and your home location to carry out this role. During your initial training period the need to be in office with other team members will be essential.

While this position is full-time, we are open to discussing flexible working patterns that accommodate individual needs. If you require flexibility in your work schedule, please let us know during the application process, and we will do our best to accommodate your needs.

The Application Support team is responsible for installing, maintaining, monitoring, and supporting the Retail Suite of ESG applications that serve our Energy Market Participant clients. Daily activities vary from small-scale incident resolution to large-scale project delivery. Analysts will work together and with various internal teams to deliver solutions and to support the day-to-day running of our clients' services.

ESG's current service hosting is split across a stack of Windows Virtual Machines and a shared stack of SQL Server databases. This is being migrated over time to AWS hosting utilising containerisation. This includes development of new applications that are exclusive to the new infrastructure. The Application Support team will support both Private Cloud and AWS systems, so candidates will be expected to have capability to support a variety of systems.

Working hours are between 08:00 and 17:30, with out-of-hours on-call and overtime opportunities.

Position Responsibilities

• Provide first-line and second-line support to customers via Helpdesk.
• Monitor service levels and systems, and resolve issues raised via monitoring applications and reports.
• Complete incident reports following incident resolution.
• Installation and configuration of applications to Internal and External, Production and Test environments.
• Implementation of regular updates to Production environments in-line with industry requirements.
• Administer application deployment and configuration on Windows VMs via RDP and in AWS via Argo.
• Work with Infrastructure, Network and Product Development teams to investigate complex issues, identify and implement solutions to new and re-occurring problems.
• Document incidents, problems, resolutions, and ways of working for the team.
• Champion changes to applications via Project Roadmap, and to systems and services via Change Advisory Board.
• Analyse and evaluate existing or proposed software systems to determine feasibility, time required and process.
• Follow procedures and seek assistance when guidelines are inadequate, deviations from the standard are proposed or when unanticipated problems arise.

Projects

• To understand the concept of solution implementation; assist in the implementation of new and amended solutions.
• To report progress and participate in progress meetings.
• To understand the importance of configuration management and participate within a formal configuration and change management system.
• To understand the importance of change control and work within a formal change control system.
• To understand the importance of quality control, to comply with all relevant standards and procedures and participate in quality assurance and control activities.
• To contribute to the project planning process by providing estimates of effort and elapsed time for the assigned work; to advise of any deviations from the plan.

Values

• Excellence: be accountable to deliver our best
• Passion: show how much we care each day
• Integrity: do the right thing when no one is looking
• Collaboration: work together to succeed together

We welcome diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

Position Qualifications
You must have:

• Knowledge and experience of deployment of Java applications utilising Apache Tomcat.
• Knowledge and Experience of Customer Support via Helpdesk.
• Ability to interrogate Microsoft SQL databases for incident resolution and reporting.
• Knowledge and experience of system monitoring solutions.
• Strong problem solving and organisation skills.
• Strong attention to technical detail.
• Excellent written and oral communications with both technical and non-technical personnel.

Desirable Experience

• Powershell scripting
• SQL scripting
• AWS Foundational Knowledge
• Argo
• ITIL Foundation
• ITIL OSA

ISO AWARENESS

• Follow IMS Policies
• Reporting of Incidents
• ISO Responsibilities
• ISO Staff Awareness

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