Application Support Analyst

Job Description

We are looking for a hands-on 1st Line Application Support Analyst to provide onsite support for business-critical software applications within a complex engineering and manufacturing environment. This is a user-facing software application support role, working directly with engineers, production teams and business stakeholders. You will be the onsite first point of contact for application issues, supporting a varied portfolio of business applications including PLM, CAD and other specialist engineering.

You will diagnose and resolve application issues, provide practical support and own incidents and requests from initial report through to resolution, working with Enterprise Applications, Infrastructure and Platform specialists and sour MSP when escalation is required.

This is not a general IT infrastructure, network, hardware or platform support role. Dedicated IT teams provide support for these areas.

The Role

• Provide hands-on first-line application support to engineering, manufacturing and business users.

• Support Business Applications, PLM, CAD and other specialist engineering and Manufacturing Applications/Software.

• Provide direct onsite, face-to-face and desk-side support to users.
• Diagnose application issues covering access, permissions, configuration, functionality, licensing and application errors.
• Own incidents and requests from initial contact through to resolution and closure.

• Escalate complex issues effectively to relevant SMEs while retaining ownership of the user experience.

• Build strong relationships with engineers, production teams, key users and business stakeholders.

• Develop knowledge of site-specific and group applications, engineering workflows, integrations and dependencies.

• Maintain support documentation, troubleshooting guides and knowledge articles.
• Support application upgrades, deployments and continuous improvement activities.

Qualifications

What You’ll Bring

• Hands-on experience supporting business or specialist software applications.
• Strong application troubleshooting and problem-solving skills.
• Experience providing direct support to end users.
• Confidence engaging with technical and non-technical stakeholders.
• A strong customer-service mindset with the ability to take ownership and follow issues through to resolution.
• Experience within an engineering, manufacturing or other operational environment is highly desirable.
• Experience with specialist engineering and manufacturing applications would be advantageous.
• Experience working with ITSM processes and service management tools is beneficial.

Additional Information

***Please note as part of the onboarding process all candidates will need to complete BPSS security clearance***

We are an Opening Doors employer, committed to equal opportunity and an inclusive workplace. Our approach, shaped by our values of service, trust, excellence, agility, dedication, and you, we focus on removing barriers and recognising potential. We are committed to fairness at every stage, including providing reasonable adjustments and actively working to eliminate discrimination.

We believe talent is everywhere, and by widening access to opportunity and welcoming diverse experiences, we aim to create a workplace where every person feels valued and has an equal chance.

If you experience difficulties or are unable to apply for a role on-line please contact us at [email protected] and one of the team will be in contact to help you.