Application Support Analyst
| Posting date: | 25 April 2025 |
|---|---|
| Salary: | £36,650 per year |
| Hours: | Full time |
| Closing date: | 10 May 2025 |
| Location: | Swindon, Wiltshire |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Innovate UK |
| Job type: | Permanent |
| Job reference: | JR4044 |
Summary
Context:
This role will be part of the Product Support functional team within the IUK IT Product Teams to deliver Application support for IUK IT owned Services and Products
We are seeking a hands-on Functional Support Analyst to provide expert support across our Funding Platform, which includes systems like Salesforce, Workday (HR & Finance), and related Data Integration solutions. In this role, you will play a key part in managing system incidents, implementing fixes, supporting requests, and driving minor enhancements.
Note: Due to the nature of some changes, out-of-hours support may occasionally be required.
We particularly welcome female applicants as women are under-represented within Innovate UK in this type of role.
Key Responsibilities and Accountabilities:
Technical Support and Incident Management:
Oversee technical changes, minor enhancements, and system incidents.
Track the progress of incidents and/or changes, keeping key stakeholders informed.
Post-Incident and Problem Management:
Support Post-Incident Review (PIR) meetings and follow up on pending actions.
Assist in managing problem records to ensure issues are tracked and addressed.
Documentation and Collaboration:
Document system functionality for reference and future improvements.
Collaborate with development and support teams to resolve service issues and implement solutions.
Serve as a key stakeholder in Service Catalogue Management, ensuring the catalogue is up-to-date based on changes and resolutions.
Service Management Responsibilities:
You will actively participate in all primary Service Management processes, including:
Incident Management: Manage incidents, monitor their progress, and keep relevant parties updated.
Major Incident Management: Support TSS during major incidents by providing essential information and participating in post-incident reviews.
Problem Management: Analyse issues, identify root causes, and recommend solutions.
Technical Change Management: Handle technical change processes, from raising change records to overseeing post-implementation reviews.
Release Management: Oversee and support the release of system fixes and updates.
Transition of Projects: Help the ADMs to collect documents and go through hypercare.
This is not an exhaustive list and you might be encouraged to undertake any other duties across the wider directorate, commensurate with the Band and level of responsibility of this post, for which the post holder has the key experience and/or training.
Shortlisting criteria
(S) – Assessed at shortlisting
(I) – Assessed at interview
(S&I) – Assessed at both shortlisting and interview
Person Specification:
Experience & Qualifications:
Essential –
(S&I) Strong understanding of functional support across application suites, especially Salesforce, Workday, and Data Integration.
(S) Familiarity with ITIL 4 framework.
(I) Strong customer service orientation and excellent communication skills at all levels.
(I) Ability to manage time effectively, prioritize tasks, and work both independently and collaboratively.
(S&I) Proven ability to handle multiple tasks in a fast-paced environment.
(I) Analytical skills to assess both technical and non-technical aspects of service-impacting incidents.
(I) Problem-solving mindset with logical, adaptable thinking.
(S&I) Strong teamwork skills, including the ability to coach, motivate, and inspire others.
(S&I) Commitment to meeting Service Level Targets (SLTs) and Key Performance Indicators (KPIs).
(I) Responsive and constructive in facing challenges, focused on transparency and prompt resolution.
(I) Understanding of Innovate UK’s business operations, serving as a key stakeholder for Service Catalogue Management.
Desirable –
Experience in a large enterprise on service environment
Proven track record of ensuring best practices and meeting service standards.
Competencies:
All team members demonstrate compatibility with and capability against our Core Competencies such as:
Thinking and Problem Solving – Stakeholder management – Communication skills – Influencing – Self-awareness/self-management – Strategic awareness – Working with others– Project management
Some of the above competencies will be assessed at interview stage, in addition to the criteria’s listed in the person specification.
Travel Requirements:
Swindon-based: There may be the occasional requirement for national travel.
This role will be part of the Product Support functional team within the IUK IT Product Teams to deliver Application support for IUK IT owned Services and Products
We are seeking a hands-on Functional Support Analyst to provide expert support across our Funding Platform, which includes systems like Salesforce, Workday (HR & Finance), and related Data Integration solutions. In this role, you will play a key part in managing system incidents, implementing fixes, supporting requests, and driving minor enhancements.
Note: Due to the nature of some changes, out-of-hours support may occasionally be required.
We particularly welcome female applicants as women are under-represented within Innovate UK in this type of role.
Key Responsibilities and Accountabilities:
Technical Support and Incident Management:
Oversee technical changes, minor enhancements, and system incidents.
Track the progress of incidents and/or changes, keeping key stakeholders informed.
Post-Incident and Problem Management:
Support Post-Incident Review (PIR) meetings and follow up on pending actions.
Assist in managing problem records to ensure issues are tracked and addressed.
Documentation and Collaboration:
Document system functionality for reference and future improvements.
Collaborate with development and support teams to resolve service issues and implement solutions.
Serve as a key stakeholder in Service Catalogue Management, ensuring the catalogue is up-to-date based on changes and resolutions.
Service Management Responsibilities:
You will actively participate in all primary Service Management processes, including:
Incident Management: Manage incidents, monitor their progress, and keep relevant parties updated.
Major Incident Management: Support TSS during major incidents by providing essential information and participating in post-incident reviews.
Problem Management: Analyse issues, identify root causes, and recommend solutions.
Technical Change Management: Handle technical change processes, from raising change records to overseeing post-implementation reviews.
Release Management: Oversee and support the release of system fixes and updates.
Transition of Projects: Help the ADMs to collect documents and go through hypercare.
This is not an exhaustive list and you might be encouraged to undertake any other duties across the wider directorate, commensurate with the Band and level of responsibility of this post, for which the post holder has the key experience and/or training.
Shortlisting criteria
(S) – Assessed at shortlisting
(I) – Assessed at interview
(S&I) – Assessed at both shortlisting and interview
Person Specification:
Experience & Qualifications:
Essential –
(S&I) Strong understanding of functional support across application suites, especially Salesforce, Workday, and Data Integration.
(S) Familiarity with ITIL 4 framework.
(I) Strong customer service orientation and excellent communication skills at all levels.
(I) Ability to manage time effectively, prioritize tasks, and work both independently and collaboratively.
(S&I) Proven ability to handle multiple tasks in a fast-paced environment.
(I) Analytical skills to assess both technical and non-technical aspects of service-impacting incidents.
(I) Problem-solving mindset with logical, adaptable thinking.
(S&I) Strong teamwork skills, including the ability to coach, motivate, and inspire others.
(S&I) Commitment to meeting Service Level Targets (SLTs) and Key Performance Indicators (KPIs).
(I) Responsive and constructive in facing challenges, focused on transparency and prompt resolution.
(I) Understanding of Innovate UK’s business operations, serving as a key stakeholder for Service Catalogue Management.
Desirable –
Experience in a large enterprise on service environment
Proven track record of ensuring best practices and meeting service standards.
Competencies:
All team members demonstrate compatibility with and capability against our Core Competencies such as:
Thinking and Problem Solving – Stakeholder management – Communication skills – Influencing – Self-awareness/self-management – Strategic awareness – Working with others– Project management
Some of the above competencies will be assessed at interview stage, in addition to the criteria’s listed in the person specification.
Travel Requirements:
Swindon-based: There may be the occasional requirement for national travel.