IT Application Support Analyst

We're seeking an adaptable IT Application Support Analyst to strengthen our IT team and ensure our business-critical systems operate at their best. You'll use your expertise in IT and business applications to troubleshoot issues, manage user requests, and maintain performance, reliability, and security across our systems. Working closely with internal IT colleagues, application owners, and-crucially-our third-party suppliers, you'll play a key role in maintaining service excellence, managing external relationships, and driving continuous improvement across our application estate. If you have experience in application administration, SaaS management, stakeholder engagement, and organisation-wide deployments, this is an opportunity to make a meaningful impact across the business. We're looking for someone proactive, technically capable, and ready to take ownership of a varied portfolio of business applications. If you thrive on problem-solving, enhancing systems, and collaborating with external partners to deliver high-quality services, this role offers the ideal challenge., * Provide technical support and management of business applications.

• Investigate and resolve application faults and service requests.
• Carry out maintenance, upgrades and feature enhancements, once developed and released by the suppliers.
• Develop and maintain interfaces, such as API's, between applications.
• Create and review test plans for upgrades and new installations.
• Produce usage reports and escalate complex issues where required.
• Liaise with suppliers to resolve issues within agreed SLAs.
• Support cyber security measures and improvements across business applications.
• Deliver excellent customer service to all users.

Do you have a valid Driving License license?, Do you have experience in Waterfall?, * Degree-level education or equivalent experience.

• Proven experience in supporting and managing business applications.
• Familiarity with client/server, SaaS, or IaaS delivered business applications.
• Experience with application development methodologies (Agile, Waterfall, Kanban).
• Strong knowledge of Microsoft technologies, including Microsoft 365.
• Excellent problem-solving, troubleshooting, and customer service skills.
• Strong interpersonal, organisational, and communication skills. Ability to work well within a team., * Knowledge of the operational railway environment and related software applications.
• Experience in rolling out new applications or upgrades across wide business and geographical areas.
• ITIL Foundation qualification.
• UK Driving License.

• Up to £45,000 depending on experience
• Free travel on all our trains and those of other train companies within our parent group company - for you, your partner and any dependent children
• Pension - one of the best schemes available
• 75% off all other train company travel tickets
• Retail discounts
• Career development opportunities

London Northwestern Railway and West Midlands Railway operate rail services across the Midlands, the Northwest and London, with Birmingham at the heart of our network. West Midlands Railway provides most of the local services across the region, offering direct connections to towns and cities including Redditch, Stratford-upon-Avon, Worcester, Hereford, Shrewsbury, Telford and Northampton. Our London Northwestern Railway brand serves the route between London and Liverpool via key locations such as Crewe, Birmingham, Milton Keynes and Northampton. On 1st February 2026, London Northwestern Railway and West Midlands Railway entered public ownership and both services are now part of WM Trains Limited operated by DFTO. Our mission remains unchanged: to provide a safe, comfortable and reliable service for passengers across 235 miles of track and 150 stations, from London to Liverpool and Hereford to Lichfield. We expect over 80 million journeys to be made this year, that's more than 1,252 services every day, and we remain committed to delivering the rail experience our passengers expect.   You must create an Indeed account before continuing to the company website to apply