Application Support Analyst

We have a new opportunity! We are recruiting for an Application Support Analyst. It’s an exciting time of change at L&Q as our Business Applications team is implementing a new Target Operating Model, as well as transformation and re platforming of our legacy applications. We continuously invest, grow, and transform our business to provide a better service to customers old and new. As an Application Support Analyst, you will have accountability for the applications in the team’s portfolio, ensuring that they are supported, performant and always meet the business needs 24/7. You will report into a Lead Applications Support Analyst and will work closely with our internal IT Service Desk, in-house squads and Product Owners. Ideally you will be a true problem solver with a track record in troubleshooting user issues and technical incidents, someone who is able to interpret data and draw logical conclusions. You will have strong communications skills and be able to able explain technical issues to those with non-technical backgrounds. You will be both technically minded and personable, in order to build close working relationships with Business Stakeholders and Suppliers. If this sounds like you, we would love for you to apply! Your impact in the role:

• Providing second line support via the ticketing system, on a rota basis for applications within the portfolio and working with suppliers and/or in house squads for 3rd line and other support and maintenance tasks. Potentially undertakes 3rd line support where appropriate.
• As and when required providing out of hours support
• Working closely with suppliers to manage and resolve 3rd line incidents and monitor supplier delivery against SLA
• Monitoring supplier release and upgrade schedules and ensuring that these are scheduled and rolled out so that applications are always on supported versions and platforms. Working with all teams to make sure there are no conflicts
• Support the maintenance of a register of contracts and end dates and ensures that renewals and procurements are flagged in plenty of time
• Building close relationships and working in partnership with Business Stakeholders and Suppliers.
• Acting as the SME for given applications, supporting technology and business colleagues, and providing advice and guidance as required.
• Maintaining the application strategy and roadmap
• Taking ownership of priority incidents ensuring they are resolved in a timely manner
• Internal and external Service Reviews

• Previous experience in Applications Management & Support, ideally working in a similar role in medium-large IT organisation
• An ITIL background with formal qualifications at the foundation level is desirable
• Previous experience in a customer-facing role ideally from working in a similar role in medium-large IT organisation
• Good working knowledge of the Microsoft Operating environment and system,
• Strong Technical understanding of at least one of the core L&Q platforms (NEC, Unit4, Total Mobile, DRS, Keystone, D365, or comparable applications)
• Ability to explain technical issues to those with non-technical backgrounds. Strong written and verbal communication skills, with the ability to advise, and inform in a consultative manner

We’re one of the UK’s leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for people’s health, happiness and security. Our purpose is simple - to provide social homes and landlord services that everyone can be proud of. 250,000 people call our properties ‘home’, and we’re proud to serve diverse communities across London, the South East and North West of England. People are at the heart of our business and our success depends on employing the best people and getting the best from them. The foundation of everything that we are is built on our corporate values, which outline our core expectations and should be demonstrated at all times, and all levels, when representing L&Q - click to read more. At L&Q, we know that diversity and inclusion make us stronger - and they’re at the heart of everything we do. When we recruit, we look at what really matters: your skills, experience, and potential. We’re proud to be recognised for creating an inclusive workplace. We’re a Disability Confident Leader (Level 3) and we’ve introduced our own Recruitment Advocate scheme to make sure every step of our hiring process is fair, transparent, and consistent. It’s all part of our commitment to ending discrimination and making L&Q a place where everyone feels welcome. Find out more . Sustainability is also at the heart of what we do. We recognise the responsibility we hold as one of the UK’s largest housing associations. Click to find out more about L&Q and why you should join us!