Application Support Analyst

Full Time

We are delighted to be recruiting for a Application Support Analyst to join our client on a permanent basis, at their head office in Newton Aycliffe.

The job holder will be required to build up a strong knowledge of the Companies Business Systems used across the group. You will learn how both in-house and off the shelf systems are intended to work and be capable of providing high quality support to internal end users in their use of systems.
You will support external customers and suppliers in their digital interaction with internal systems by way of ecommerce trading support or EDI interfacing.
You will form close relationships with business stakeholders and users, software developers and 3rd party solution providers to analyse, have input on design and support new systems that deliver to business requirements.
Working with Business Systems Analysts and technicians you will build up extensive knowledge of how in-house and off the shelf systems are intended to work and how business users should best interact with them.
You will provide functional advice and help to diagnose system issues, training requirements or recommendations for improvements.
You will build the concept of “super users” throughout the business, training them on how systems work and encouraging the transfer of knowledge to other users. You will work with the user forum to consider future improvements that deliver efficiency and quality of systems and processes.

Key Responsibilities and Accountabilities:
• Provide application support to end users of ERP and wider business applications. You will support end users with requests and incidents.
o You will directly work with end users to gain a clear understanding of a problem;
o Investigate, reproduce and diagnose reported problems.
o Provide advise and training on resolution either written or in workshop demonstrations.
• Resolve incidents in line with OLA’s, championing the use of the IT Helpdesk system, managing your own application support incidents and requests effectively.
• Large focus will be ERP application knowledge and support to internal end users and external customers who trade through Company systems covering sales, purchasing and stock.
• Maintain technical and end user focused documentation in support of applications.
• Become a champion of systems. Working with internal developers or third parties to develop your knowledge to allow you to provide quality and responsive support to business users.
• Build strong relationships with Business Analysts, Software Developers and business stakeholders. Keep stakeholders informed of new and existing system functionality and seeing through the implementation of change so that you are equipped to provide ongoing support
• Facilitating people to self-serve, by considering their requirements and how best to provide access to knowledge.
• Tracking and reporting common issues highlighting patterns as part of a user improvement program. Identifying areas of systems user training and guidance as the support becomes clear from the IT Helpdesk ticket evidence.
• Interacting with department super users and subject matter experts in the analysis, preparation and delivery of business data or solutions.
Skills Required:
• Experience in an Application support role where you have been the subject matter expert for both bespoke and off-the shelf software applications. Ideally in a Manufacturing or Retail industry.
• Experience in providing 1st & 2nd line support to ERP systems, Warehouse Management systems, finance or reporting tools. Particularly Sales and Purchase order processing and stock management.
• Previous experience of delivering end user training and handover of new functionality
• Experience of implementing system, functionality and process improvements
• Knowledge of incident management and change management, ideally with ITIL understanding.
• Experience in supporting and troubleshooting data issues ideally within SQL database.
• Able to identify solutions available to resolve business processing related issues
• Strong analytical mind with the ability to maintain good practice within a fast paced environment
• Excellent communication skills with confidence in speaking and building a good rapport with a range of technical colleagues and non-technical business people.

Working hours Monday to Friday 8.30am – 5pm

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  • Salary £34,000 - £38,000
  • Location Newton Aycliffe
  • Hours 40
  • Deadline March 31, 2023
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