Your Coop are looking for a Senior Application Support Analyst to join our society. We’re a unique multi-sector group operating in Food, Childcare, Travel, Post Office, Healthcare and Utilities, meaning you will get a breadth of experience in a collaborative and fast-moving organisation. No two days will ever be the same!
At Your Coop, you will be part of business that puts people at the heart of everything they do. What makes us different?
The money you help us make is returned to our members and communities. We are a cooperative which means we share a third of our profits to our members and invest a third in our community support initiatives. In a profit-driven world, we are the difference.
We’re proud to be owned by our members, and we’d love to be owned by you.
As an Senior Application Support Analyst, you will be responsible for:
• Contribute expertise to project teams including active participation in developing the support model for new applications
• For support matters, manage third party resources and deliverables to SLAs
• Resolve assigned support calls efficiently and effectively using ITIL aligned processes, with the maximum amount of customer care and within agreed SLAs
• Proactively monitor and manage incidents and work requests (standard and non-standard), balancing these workloads to meet service level agreements
• Manage and deliver technical change controlling quality, time and cost, following the CAB process and writing/maintaining support documentation
• Support testing using defined test scripts and acceptance criteria
• Work closely with other Service Delivery teams to provide knowledge base articles to run problems into known errors.
• Ensure a positive customer experience for all customers of Co-operative IT
• Ensure that business groups and users are provided with appropriate communication throughout the process and use the feedback to ensure the success of the proposed solution.
• Ensure valuable documentation and other important data is safely secured.
• Ensure confidentiality of all trading and other sensitive information both within and outside of work.
• Support the Application Support Analysts in developing their technical and non-technical skills through support and coaching
• Act as support and a point of escalation for the Applications Support Analysts