ISP Application Support

IT Services are seeking a proactive and skilled IT Application Support professional to join our dynamic team, supporting a portfolio of third-party and in-house developed applications critical to public service delivery. These applications span both cloud-hosted and on-premises environments, and you will play a key role in ensuring their availability, performance, and maintenance. The role of ISP Application Support within the Specialist System Support and Development Team will focus on specialised business line applications, with opportunity to work across the wider Application Support portfolio.

This is an exciting opportunity to contribute to digital transformation in the public sector, working with internal stakeholders, external vendors, and technical teams to deliver reliable and secure application services., * Assume support for a variety of existing applications that offer diverse functions such as CAD, Point of Sales, Case and Document Management, Planning, Ticketing and Booking systems, Licensing, Leisure and Library Management as well as Asset Management and Social Care systems.

• Act as a liaison between business users, technical teams, and vendors to resolve incidents and implement changes.
• Manage application lifecycle activities including installs, upgrades, patching, and decommissioning of major, complex systems (many users/ sites)
• Implementing new software solutions, either externally hosted or on premise,
• Responsible for system administration tasks and the design, development, and maintenance of application-specific forms, templates, configurations and workflows
• Support integration between applications and other systems (e.g., APIs, middleware, web services).
• Produce specifications for project requirements purposes or tender documents
• Review and assess IT solutions by working closely with the Solution Architect, and share findings with both colleagues and customers in a clear and engaging way
• Lead the delivery of technical components within projects, taking on the role of Technical Lead to oversee and implement key technical solutions.
• Produce and maintain quality documentation including support guides, configuration records, and change logs.
• Monitor application performance and availability, ensuring SLAs and KPIs are met.
• Participate in service improvement initiatives, audits, and compliance reviews
• Ensure applications adhere to security policies, data protection regulations, and access controls.

Do you have experience in SQL?, * Proven experience supporting third-party business line applications in a hybrid environment (cloud/on-prem)

• Strong understanding of ITIL processes (Incident, Problem, Change Management).
• Familiarity of cloud platforms (e.g., Microsoft Azure, AWS) and on-prem infrastructure.
• Ability to troubleshoot complex issues at across multiple layers (application, network, database) working with technical teams
• Strong communicator with a proven ability to build positive relationships and effectively manage stakeholder expectations
• Hands-on experience in IT Service Management, including using ITSM ticketing systems to track and resolve user issues, and providing support through remote assistance tools
• Experience of working on public sector systems and regulated environments.
• Knowledge of data governance, GDPR, and cybersecurity best practices.
• Exposure to basic scripting and automation tools, with awareness of SQL for data queries, and emerging technologies such Microsoft Power Platform for building low-code solutions, and AI-driven tools like Microsoft Copilot to enhance productivity and streamline workflows.
• Experienced in working within a fast-paced IT environment, collaborating closely with teams across various disciplines including Desktop Support, Server Administration, Database Management, Networking, Cybersecurity, and Project Delivery.