Application Support Analyst, Technology ( 12mths FTC )

We’re 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.


All Applications will be considered on a rolling basis.


Please note, we are not able to accept agency CVs for this role. Any CVs sent speculatively, 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: 46867

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