Application Support Analyst, Technology ( 12mths FTC )

We are looking for an Application Support Analyst to join the Technology team at Penguin Random House, based at our Frating office.


You will provide Level 2 support for applications under the remit of the Application Management Support Team:

  • Resolution and management of Incidents and Requests for all applications supported by the team.
  • Support all new developments and enhancements through the release process.
  • Provide shift coverage via a rotating weekly rota, hours covered by the team are between 6am – 6pm Monday to Friday.  Occasional work maybe required also, outside of normal working hours.


Your Key Responsibilities/Duties:

  • Manage through to resolution incidents and service requests for all applications supported by the Application Support Lead.
  • Provide a quality, reliable and timely support service delivering to the agreed Service Level Agreements (SLA’s).
  • Provide support during the development lifecycle of a project.
  • Work with cross-functional teams to resolve on-going technical issues.
  • Produce and maintain technical support guides, service catalogue & other relevant documentation.
  • Perform daily, monthly and periodic application and system checks, and take appropriate action in optimising system uptime and deliver outputs in a timely manner.
  • Work with Technology teams as necessary, communicating any systems/software upgrades and patches and diagnosing any application or system issues.
  • Manage incidents and small developments through to resolution, diagnosing and fixing within the team or via 3rd line escalation whether that be an internal team or external supplier; communicating with the business user until issue is resolved.


This involves:-

  • Understanding the various technologies used
  • Reading through Vista 4GL code, SQL script, VB .NET, c#, DCL
  • Bug fixing – Amending code and testing those changes
  • Amending existing scripts and command routines using various technologies e.g. DCL
  • Developing new functionality within the team’s small change remit.
  • Developing and supporting IBM Sterling Integrator, creating new maps and business processes using graphical designers and BPML code
  • Learn, maintain and use Planet Press print-server software
  • Operate the various network printers


  • Ensure effective communication is in place to manage incidents and system downtime to the business user community.
  • Manage any changes to the applications through the Change Management process.
  • Manage any release deployment activity.



  • Represent the support team on project working groups to provide technical and application knowledge and guidance.
  • Attend Service Reviews and Operational review meetings; support the Team Manager with reporting requirements, chairing the meeting when required.


You will also need:

  • Previous experience in a support team.
  • Publishing or distribution background with a good understanding of publishing product creation workflow/processes and customer supply chain processes.
  • Availability to work flexible hours, as well as participation in off-hour on-call support rotations
  • Strong team player but also able to work independently
  • Good communication and analytical/ problem solving skills
  • Good Service Management experience - incident, service or change management
  • Experience in working in a relevant technical environment, preferably with front-end and legacy technologies

Nice to have skills:

  • Service Now.
  • IBM Sterling Integrator.
  • Vista 4GL.
  • VMS.


Please apply with your CV and Cover Letter no later than midnight on 24th Oct 2019.


Please note, we are unable to accept agency CVs for this role and any CVs sent, will not be eligible for a fee. 

Company: The Random House Group Limited 

Country: United Kingdom 

State/Region: Essex 

City: Colchester 

Postal Code: CO7 7DW 

Job ID: 45103

Job Segment: Help Desk, Information Technology, Technical Support, Developer, Supply, Technology, Operations