Application Support Analyst

An exciting opportunity has arisen within the ICT Service Operations area of the ICT Department for an Application Support Analyst. This role is part of the IT Service area and acts as a key member of the team and will ensure high standards of customer service and service delivery.

You will be working in a team delivering support for a wide-range of software packages. The Application Support Analyst role will be required to work flexibly and be able to prioritise tasks. You will be required to have good customer service skills and possess technical and analytical skills. The role holder will have good verbal and written communications skills and be able to discuss issues on a technical or non-technical manner. The role also involves overseeing software upgrades., Deliver support for various software packages

• Prioritise tasks to resolve issues
• Provide excellent customer service
• Communicate effectively, both verbally and in writing, with technical and non-technical stakeholders
• Oversee software upgrades
• Provide out of hours cover as part of a rota

Qualified to ITIL Foundation

• Technical ICT skills gained from recent experience in an ICT environment, with an understanding of the processes that underpin a successful IT department.
• Ability to support and learn multiple software platforms, including MRI Revenues and Benefits (Academy), CivicaPay, NEC DM and manage upgrades via the CAB process.
• Strong communication skills, with the ability to engage with MCC staff, other MCC IT teams, and third-party suppliers in both technical and non-technical terms.
• Able to attend CAB meetings to explain and answer technical questions on upgrades or changes to systems that require outages that affect services.
• Participate in Post Incident Reviews to explain major outages and the resolution process.
• Liaise with ICT services to ensure system development upgrades and administration are appropriately tested by the service area and meet service area needs.
• Be able to work flexibly according to the needs of the team and business areas including working on a rota basis to provide out of hours

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