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Application Support Analyst, Technology (6m FTC)

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Date: 01-Dec-2017

Location: London, LND, GB, WC2R 0RL

Status: Open Position

Company: The Random House Group Limited  

Requisition ID: 13446

Our Technology team is looking for an Application Support Manager (6 months fixed-term) to provide second level support for all applications under the Application Support Team’s remit.


Your day-to-day responsibilities will be to:


  • Manage through to resolution incidents and service requests for all applications supported by the Application Management team.
  • Provide a quality, reliable and timely support service delivering to the agreed Service Level Agreements (SLA’s).
  • Work with cross-functional teams to resolve on-going technical issues.
  • Support the Project Managers during the development lifecycle of a project.
  • 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.
  • Work with Technology teams as necessary communicating any systems/software upgrades and patches, and diagnosing any application or system issues.
  • Triage defects, identify potential fixes and manage incidents through to resolution, either by an internal team or via an external supplier; communicating with the business user until issue is resolved.
  • Work with stakeholders and the Release Management team to ensure UAT and regression testing is complete for all new releases.
  • Ensure effective communication is in place to manage incidents and system downtime to the business user community.
  • Manage any changes to the applications via the Change Management process.
  • Represent the support team on project working groups to provide technical and application knowledge and guidance.
  • Manage and own any planned release deployment activity.
  • Attend Service Reviews and Operational review meetings; support the Team Manager with reporting requirements, chairing these meeting when required.


We’re looking for someone with previous experience working in a support team, in addition to SQL and MS SQL server experience.


You’ll be a team-player with excellent customer services skills, and be able to translate technical issues to non-technical end users.


Staying calm under pressure will come easily to you, as will multi-tasking and organising your workload according to priorities and deadlines.


This role is based in London, with occasional travel to Frating required. You’ll provide shift coverage via a rotating weekly rota throughout the hours of 8am – 6pm Monday to Friday. Occasional weekend and evening on-call coverage will be required.


Please apply with your CV and cover letter no later than Wednesday 13th December. 


Job Segment: Technical Support, Help Desk, Information Technology, Developer, SQL, Technology

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