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Application Support Analyst

September 5, 2022 | Comments Off on Application Support Analyst

Application Support Analyst

Location: Dartford

Permanent with flexible working available

The Opportunity:

An opportunity to work as an Application Support Analyst working with internal and external stakeholders to help contribute to delivering new business systems to our customers. This is a great opportunity to be part of the Laing O'Rourke IT team where you can have an impact in changing and improving business processes by identifying areas for improvement.

Are you passionate about providing support to stakeholders and finding the best solutions?

As an application support analyst, you will be involved in a mix of business-as-usual service requests alongside project work acting as a subject matter expert to help deliver new business systems to our customers.

You will partner with business units to understand business processes and how the applications help meet the desired outcomes. Report on the health of the applications in the portfolio to identify areas for improvements and highlight service issues.

Key Accountabilities:

  • Act as an SME for business applications.
  • Responsible for Level 2 support on assigned applications, following agreed ITSM processes and logging with the ITSM tool. (ServiceNow)
  • Responsible for escalating to incident tickets to L3 resources and handed over with enough information to effectively resolve them and keeping the customer informed of progress.
  • Responsible for actively working to continuously reduce incidents raised on assigned applications using a variety of methods including customer engagement and problem management.
  • Engage with the business to ensure applications are meeting requirements.
  • Report on Application Health and analyse results to create action plans to deliver Continual Service Improvement (CSI)
  • Manage vendor and partners to ensure they continue to deliver value to LOR and are aligned to our requirements.
  • Responsible for representing all changes (fixes & enhancements) at the correct Change Advisory Board and following the agreed Change Management Process.
  • Share knowledge, provide guidance and give subject matter advice to business units, managers and project teams, contributing to the effective formulation and implementation of business software applications and associated processes.

Desired Capabilities & Behaviours:

  • Knowledge of applications used within the Construction industry
  • Hands-on application support
  • Strong team building and management experience
  • Experience with troubleshooting complex technical issues
  • Ability to create strong internal and external network and professional groups to ensure best practice.
  • Ability to question processes and bring fresh ideas to the table
  • Appreciation of contemporary methods of content creation and delivery
  • A passion for identifying and optimising workflows
  • Experience of the whole project life cycle
  • A basic understanding of Change Management within businesses

Qualifications

  • Relevant tertiary qualifications in Information Technology.
  • Knowledge of the construction and or property industries, and relevant country, regional and global legislation would be preferred but not essential

Don't match all the criteria? We are open and always happy to hear from people with transferable skill sets and a commitment to learning.

About us:

We are an international engineering and construction company delivering state-of-the-art infrastructure and buildings projects for clients in the UK, Middle East and Australia.

Certainty, reliability, quality - this is what our clients want. And at Laing O'Rourke, we have more than 150 years of experience delivering it.

Laing O'Rourke's story is one of energy, passion, ambition, people and teamwork. We harness the power of our experience, stretching back over a century and a half to deliver certainty for our clients.

Diversity & Sustainability:

We value and care about difference at Laing O'Rourke and believe a diverse team drives innovation.

We are a global multicultural business committed to the inclusion of all employees, enabling everyone to feel accepted, respected & valued for being themselves.

We have set out far-reaching global sustainability targets including a commitment to achieve equal numbers of men and women amongst our global staff by 2033.

Additional:

We want to ensure our recruitment process is accessible to all. If you need the application form in an alternative format or you would like to know more about our recruitment process, please get in touch.

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