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Application Systems Analyst

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Date: 17-Feb-2021

Location: Bracknell, GB

Company: Lloyds Register

 

 

The role of the Applications Analyst is to actively coordinate the service support and management of critical business systems and applications serving 1000’s of users globally. The lifecycle includes activities from implementation through to decommission.

The key activities include: having working knowledge of several business systems/applications and understand how each application/system has been designed, implemented and configured ranging from the technical layer through to how it supports the business process, work with the appropriate support teams ensuring SLAs are met, customer experiences are acceptable and be an escalation point for the business and the support teams.

 

The role holder is responsible for understanding and coordinating change activities from inception, testing and delivery ensuring the services are fit for purpose from a security, performance, stability and end user’s perspective.

 

The role holder is expected to partner with our 3rd party outsource providers and assist with managing work requests, service performance, operational vendor management, escalations, and service license management.

 

Key Responsibilities:

  • Ensure service is maintained to agreed KPIs and SLAs, actively managing through ITSM tools.
  • Incident management via 3rd party providers or directly for a number of key business applications.
  • Provide a DevOps capability to manage defects and enhancements.
  • Assist in guiding teams to define, design & implement, support and test the solution through the system development lifecycle.
  • Asses the cost, benefit and impact of Requests for change and customisation requests, acting as first level of approval.
  • Responsible for assisting the business in the use of their IT/IS landscape ensuring that relevant teams are engaged in the effective management of the information assets and capabilities.
  • Have deep knowledge of the assigned technology and how IT/IS enable business processes.
  • Monitor delivery of new service requests to ensure stability before delivery to production users.
  • Coordinate system and business testing during service change.
  • Work with Product Owners and business SMEs identify enhancements that will improve system capability throughout the product lifecycle.
  • Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
  • Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services.
  • Ensure appropriate documentation and knowledge base articles are created, updated, reviewed and shared to aid the smooth running and support of the business solutions.
  • Provide regular and accurate management reporting on IT Service performance.
  • Deliver service management efficiencies such as reducing incident volumes, resolution time and aged calls.
  • Implement activities to monitor software usage to ensure software licensing and subscription contracts are adhered to reporting anomalies and/or potential savings to Product Owners.
  • Understand the importance of governance processes and controls and work with these to manage the service in an optimum manner.
  • Act as an escalation point for any support issues ensuring issues are resolved and service delivery teams and 3rd party suppliers are held accountable for breaches to agreed SLAs.
  • Assess the risks and work in a safe manner at all times, robustly implementing health and safety rules, instructions and systems and refuse to undertake work that compromises your safety or health.
  • Report in a timely manner all incidents including near miss and safety observations (NMSO), accidents and injuries and raise any health and safety concerns with line manager.

 

Technical / Professional Qualifications / Requirements:

  • Good hands-on working knowledge of Windows desktop and Server O/S
  • Transact SQL skills
  • Flexible License manager skills
  • Degree in IT or relevant discipline or equivalent experience
  • ITIL foundation certification or working knowledge of ITIL Service Delivery principles
  • Experience working within a support function
  • Proactive problem-solving capabilities
  • Ability to work with cross-functional teams
  • Experience working with 3rd party providers
  • High attention to detail
  • Excellent written and verbal communication
  • Demonstrate capability to provide excellent customer service
  • Demonstrable experience of stakeholder management in a multi-national environment
  • Effective team player and able to be an ambassador of Group IT in all interactions both externally and internally
  • Alignment and belief in the Agile manifesto and principles and able to articulate their own personal journey and experience of utilising associated methods, practices and tools.


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