Location
Stratford, London / Stretford, Manchester (Hybrid: 20% - 40% of contractual hours to be worked from reporting office/working location)

Hours
Full Time - Permanent

Salary
£57,094 per annum (London) / £49,502 per annum (Regional)

About the Role
Join our Business Application Team at L&Q during an exciting time of change. We are implementing a new Target Operating Model alongside transformation and re-platforming of legacy applications to continuously improve our service to customers.

As an Application Support Analyst, you will be accountable for the applications within the team’s portfolio, ensuring they are supported, performant, and meet business needs 24/7. Reporting to a Lead Applications Support Analyst, you will collaborate closely with our internal IT Service Desk, in-house squads, and Product Owners.

You will be a problem solver with a strong track record in troubleshooting user issues and technical incidents, able to interpret data and draw logical conclusions. Strong communication skills are essential to explain technical issues clearly to non-technical stakeholders. You will be both technically minded and personable, building close working relationships with Business Stakeholders and Suppliers.

Your key responsibilities will include providing second line support via the ticketing system on a rota basis, working with suppliers and in-house squads for third line support, providing out of hours support when required, managing supplier incident resolution and SLA monitoring, scheduling application upgrades and releases, maintaining contract registers, acting as SME for assigned applications, maintaining application strategy and roadmap, and taking ownership of priority incidents to ensure timely resolution.

Benefits include an excellent pension plan (up to 6% double contribution), 28 days annual leave rising to 31 days with length of service plus bank holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours paid volunteering days, lifestyle benefits, Employee Assistance Programme, and more.

Experience
- Previous experience in Applications Management & Support, ideally in a medium to large IT organisation
- Experience in a customer-facing role within a similar environment
- Good working knowledge of the Microsoft operating environment and systems
- Strong technical understanding of at least one core L&Q platform (NEC, Unit4, Total Mobile, DRS, Keystone, D365, or comparable applications)

About you
- A true problem solver with the ability to troubleshoot and resolve technical incidents
- Strong communication skills with the ability to explain technical issues to non-technical audiences
- Personable and able to build effective working relationships with Business Stakeholders and Suppliers
- Able to work collaboratively within a team and manage multiple priorities

Qualifications
- ITIL background with formal qualifications at foundation level is desirable