Application Support Analyst

The focus of the role is on supporting business-critical compliance applications, responding to user queries, managing tickets, and working closely with internal teams and external vendors. This is not a Helpdesk or IT Support role - candidates must come from an Application Support background and enjoy working in a customer-facing support environment., * Provide 2nd line application support for Compliance-related business systems.

• Manage and resolve incidents and service requests via a ticketing system.
• Act as a point of contact for internal users, providing clear, friendly, and professional support.
• Monitor application performance and troubleshoot issues where required.
• Maintain user access lists, catalogues, and reference data using Excel and SharePoint.
• Raise and manage support cases with third-party vendors, tracking issues through to resolution.
• Support system upgrades, testing, and change activities alongside IT and Compliance teams.
• Maintain clear documentation of processes, known issues, and system changes.

Attitude, communication skills, and a willingness to learn are just as important as technical experience. The team is happy to train and develop someone with the right mindset and potential., * Experience in an Application Support Analyst role (not Helpdesk/IT Support).

• Background within legal or professional services, or a relevant software vendor environment.
• Strong customer service mindset with excellent communication skills.
• Experience working with a ticketing system (ServiceNow or equivalent).
• Comfortable supporting SaaS applications in a structured environment.
• Confident using Excel and SharePoint for maintaining lists and user data.

Desirable (Nice to Have)

• Exposure to compliance, risk, or regulatory systems.
• Familiarity with workflow tools such as Power Automate.
• Basic SQL knowledge.

Who This Role Suits

• Someone with 2-3 years' experience in application support who wants to grow.
• A candidate looking for a development opportunity, rather than a sideways or senior move.
• Someone who enjoys supporting users, solving problems, and being part of a close-knit team.
• A proactive, positive individual with strong attention to detail.
• Someone keen to build a long-term career within professional services.