Integration Application Support Analyst, Technology

We’re looking for an Integration Application Support Analyst to join the Technology team at Penguin Random House, based at our London and Frating office.


You will provide Level 2 support for applications under the remit of the Integration Services 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.
  • Occasional weekend and evening on-call coverage required.


You’re Knowledge, Skills that are required for this role:-

  • 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).
  • Provide support to the Project Managers 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 and help resolved the issue.
  • 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.


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


About You:

  • Excellent customer service skills.
  • Ability to multi-task.
  • Excellent communicator.
  • Keen eye for detail.
  • Well organised.
  • Good telephone manner.
  • Ability to remain calm whilst under pressure.
  • Analytical
  • Handles deadlines and prioritises work.
  • Team player.
  • Self starter.


You will also need: -

  • Previous experience in a support team.
  • Proven experience in any Programming Language viz. Vb.Net ,C#,Java, BPML etc.
  • Demonstrable experience of complex system landscapes.
  • Basic understanding of web services, XML etc.


Nice to have skill:-

  • Publishing or distribution background with a good understanding of publishing product creation workflow/processes and customer supply chain processes.
  • Experience of working within an ITIL environment.
  • Experience of “Hands-On” integration and middleware capabilities.
  • Service Now.
  • IBM Sterling Integrator.
  • EDI – particularly Tradacoms & Edifact.


*All applications will be considered on 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: London 

City: London 

Postal Code: WC2R 0RL 

Job ID: 40508

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