Application Support Analyst

Support Team 

We are looking for an Application Support Analyst to join our existing team delivering operational services to our client. You will work closely with our stakeholders in Proctor + Gamble to identify and resolve production issues within the SLA agreements, whilst driving product improvements. Application Support Engineer responsibilities include ticket management in accordance with ITIL v3/v4 best practices, L1- L2 investigation into issues & data analysis. To do this job successfully, you need strong analytical and problem-solving skills, along with excellent communication skills. If you also have knowledge of ticket management tools like ServiceNow, we would like to meet you. 

Responsibilities: 

• Ensuring Support and Operations processes are in place to meet business needs. 
• Accountable of the Incident, Request, and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required. 
• Monitor, control, and support service delivery; ensuring systems, methodologies and procedures are in place and followed. 
• Identifying potential issues – monitoring data trends on Amplitude and reviews from App Stores. 
• Collaborating across the different teams (Solutions, Development & Test) to not only resolve issues & incidents but to help shape ‘user friendly’ products. 
• Investigating and analysing the root cause of Production incidents, 

Requirements: 

• Proven experience in providing L1&L2 support to mobile applications (Android & iOS). 
• proven experience of Service Ticket Management tools – ServiceNow preferable. 
• Strong experience of team collaboration tools – Confluence & Mondays preferable. 
• Strong documentation skills. 
• Strong Microsoft Office skills. 
• Excellent communication skills – including presentations skills. 
• Solid analytical and problem-solving skills. 
• Work shifts. 

Key aspects in addition to the JD are 

• Responsive Team 
• Technical Team so they can troubleshoot 
• Commitment 
• Shift pattern 
• Not working from home 
• Strong communication – verbal and written