IT Application Support Analyst

As an IT Application Support Analyst, you will be the go-to expert for resolving faults and fulfilling requests related to our business applications. You will play a crucial role in maintaining the service catalogue, managing supplier contracts, and ensuring the secure configuration of services. Your efforts will directly contribute to the reliability and continuous improvement of our IT services. The post holder will NOT be required to participate in the IT On-call rota. What does the role involve?

• Provide day-to-day management and support for business applications.
• Efficiently record, investigate, and resolve application faults and requests.
• Offer technical and business knowledge to ensure maximum application usage.
• Perform technical maintenance, upgrades, and feature updates for applications.
• Develop and implement interfaces between business applications.
• Create and review test scripts/plans for application upgrades and new installations.
• Produce data and usage reports, and escalate complex issues as needed.
• Liaise with third-party suppliers and partners to resolve issues within SLAs.
• Maintain and enhance cyber security for business applications.
• Deliver excellent customer service to all users.
  
  Degree-level education or equivalent experience.
• Proven experience in supporting and managing business applications.
• Familiarity with client/server, SaaS, or IaaS delivered business applications.
• Experience with application development methodologies (Agile, Waterfall, Kanban).
• Strong knowledge of Microsoft technologies, including Microsoft 365.
• Excellent problem-solving, troubleshooting, and customer service skills.
• Strong interpersonal, organizational, and communication skills.
• Ability to work well within a team.
Desirable Qualifications:
• Knowledge of the operational railway environment and related software applications.
• Experience in rolling out new applications or upgrades across wide areas.
• ITIL Foundation qualification.
• UK Driving License.
  
  As part of the Transport UK Group, West Midlands Trains delivers around 1,300 train journeys a day, for more than 60 million passengers a year, across our two brands - West Midlands Railway and London Northwestern Railway.
  
  Up to £45,000 depending on experience
• Free travel on all our trains and those of other train companies within our parent group company - for you, your partner and any dependent children
• Pension - one of the best schemes available
• 75% off all other train company travel tickets
• Retail discounts
• Career development opportunities