Application Support Analyst

Application Support Analyst

Liverpool

Full Time – Permanent 

We have an exciting opportunity for an experienced Application Support Analyst to join our team in our recently refurbished, modern Head Office in Liverpool City Centre. Responsible for providing high quality application support and change, ensuring staff and customers have a seamless experience when using Downing application and websites.

Downing are a family-owned, award-winning leading developer, owner, and operator of bespoke, luxury student accommodation, residential and commercial properties across the UK. We have been operating for over 35 years and currently have 14 operational student accommodation schemes in 10 major cities, with an impressive £1.6bn worth of developments in the pipeline.

Key Responsibilities:

• Responsible for day-to-day application support for colleagues using Downing internal applications, including Business Central, Kinetic, MRI, HubSpot and others.
• Improve the efficiency and effectiveness of colleagues working with technology.
• Optimising the customer journey through improvements to applications and websites, including access control, configuration, template change, workflow, data quality and automation.
• Working collaboratively with Marketing and Technology team members.
• Ensuring application support suppliers deliver high quality performance.
• Providing 1^st line technology support to resolve application and website incidents, removing technology issues over time, and effectively managing changes and releases to Downing applications and websites.
• Escalating 2^nd and 3^rd line issues to internal and external support providers as necessary.
• Support with complex applications that require configuration, template development, workflow design and problem resolution.
• Being an ambassador for technology change within the organisation, helping colleagues engage with existing and new technologies that are implemented.
• Providing project support to the Application Projects and Support Manager.
• Helping colleagues work smarter and achieve more by supporting them, providing training, and showing how to make the most of technology.
• Help protect the organisation through pro-active technology governance. Reducing risk, improving IT security, increasing resilience and championing data privacy controls.

Key Requirements:

Knowledge & Experience:

• Experience with Business Central, Kinetic, MRI, HubSpot or other SaaS ERP / ERM systems.
• 1^st line support experience on a wide range of end-user computing and application technologies.
• Experience of Construction, Student or Property letting sectors would be an advantage.

Skills:

• Incident management, problem resolution, change management and release management applications experience.
• Able to facilitate change through application support.
• Proactive technology incident and problem management skills.
• Tenacity in driving results from IT suppliers.
• Planning, organising and timely delivery of change.
• Analysis, problem-solving and decision making when under pressure.
• Excellent communication skills, both verbal and written.

Personal Attributes:

• Strong client service ethic.
• Being an ambassador for continual improvement of applications, processes and data quality.
• Passionate about technology, with a desire to learn new technologies, including driving own personal development.

Benefits:

• Competitive salary.
• 25 days holiday + bank holidays.
• Company pension contribution.
• Gym access.
• Modern office in the centre of Liverpool’s business district.
• Employee assistant program.
• Life assurance cover.