Application Support Analyst
Role details
Job location
Tech stack
Job description
Unisys is seeking a Support Analyst to work as part of a large development team supporting some of our most prestigious Public Sector clients in the UK and Europe.
This role will offer the successful candidate the opportunity to support a diverse range of mission critical applications which are at the core of Justice, Law Enforcement and Border Security agencies within the UK.
As a Support Analyst attached to our Services organisation, you will play a key role in investigating and resolving application and system issues across a diverse range of solutions.
What you'll do:
- Deliver the service during extended business hours. Currently Monday to Friday 08:00-18:00.
- Monitor the operation dashboards for alerts and service issues
- Monitor and answer the main phone during duty hours (on a rota) take ownership or assign incidents to available team members
- Record incidents in the ITSM tool, investigate issues, raise problems and defect records where required
- Take ownership of incidents and service requests, ensure they are resolved within SLA
- Develop workaround/data correction as appropriate and communicate to the client
- Understand severity of issues and escalate to management as appropriate
- Create and execute test cases aligned to defined scenarios
- Perform release testing
- Perform daily checks of the applications and middleware
- Fulfil data transfer requests
- Install, configure and upgrade applications
- Provide on-site services to clients on an ad-hoc basis, such as installation, training and testing
- Support the team to continuously improve by raising suggestions and highlighting areas of concern
- Compile statistics and produce regular reports from Dev Ops Azure showing metrics around support defect numbers
Requirements
Do you have experience in Windows?, Candidates must be eligible for, and will be required to obtain, Security Clearance for this post - you will need to be a British Passport holder, and a resident of the UK for the past 3 years (al ready having clearance is advantageous)., * Quality and Customer-first mind set
- Analytical and problem-solving capabilities
- Demonstrate competent IT literacy around bespoke applications, operations and service desk activities.
- Familiar with concepts of, and have basic skills in, operating system platforms such as Linux and Windows
- Experience with Support tools such as ServiceNow or Remedy
- Familiar with concepts of, and have basic skills in, databases such as SQL Server, Oracle or PostgresSQL
- Excellent written and oral communication skills
- Initiative/task ownership and ability to manage time effectively across multiple tasks
- Experience working in complex systems environment
- Ability to follow standard processes & procedures
- ITIL Foundation certification
- Enjoys working within and across teams including client and business teams
Benefits & conditions
- Pension
- Life Assurance
- Private Medical
- Option for private dental
