Vitality, ITSM Application Support Analyst, Bournemouth, £Competitive + Bonus + Benefits

Hybrid role – 2 days a week in the office, 3 days a week at home.

We’re the UK insurer and investment provider that rewards people for positive lifestyle choices. With 1.25m+ UK members and more than 25m globally, we’re out to make the world a healthier, happier place.

That applies as much to our people as it does to our members. So, as well as a highly competitive pay package, you’ll enjoy: Free places to Vitality sponsored run events, online fitness classes and wellbeing workshops, competitions to win tickets to top-flight sporting events, health checks, and access to our full range of partners and rewards.

About the ITSM Application Support Analyst role:

As part of the ITSM Application Support team, ITSM Application Support Analyst helps to ensure that our ITSM application is well supported, easy to use and any incidents are quickly resolved.

The role involves assisting all activities involved in maintaining a healthy application from Access Management to Request Fulfilment and also via Incident and Problem resolution.

The IT Application Support Analyst will work with all areas of the business in gathering and recognising requirements, to be able to create and maintain Request Templates, Workflow and Automation improvements. The role will also involve handing off work that requires automation outside of the application to the development support team.

The role holder will act as first/second line support for the application closing tickets where possible and referring onto third line support where appropriate.

Your responsibilities as our ITSM Application Support Analyst will include:

Self-prioritise their own workload and manage this effectively in line with SLAs and OLAs that are set for the application

Manage the health of the application and track this with dashboards and reporting

Monitor all incoming tickets/cases for agreed solutions and ensuring that self-service, self-healing and best practice are encouraged and promoted

Create and maintain quality documentation to assist training, resolution and application management

Analysis and diagnosis of application errors

Ensure all users have appropriate access to the application and that joiners, movers and leavers tasks have been completed in a timely fashion

Monitor, review and test enhancements to the application on a weekly basis, ensuring the application continues to deliver the best value for our users

Comprehend service requests and challenge where appropriate to ensure the integrity of the application

Support the user base with reporting and dashboard queries

Proactively develop own knowledge of the application and be an ambassador for it

In addition, the ITSM Application Support Analyst:

Gain an understanding and input to the SIAM team strategy and individual area roadmaps

Gain an understanding and input to the planning and scheduling of resources effectively

Focus on customer service and build relationships across the user base

Work with other team members and, with guidance, raise and progress risks and issues

What we're looking for in our ITSM Application Support Analyst:

Essential

The ability to communicate technical concepts clearly and effectively, both written and oral

Excellent analytical, critical thinking and problem-solving skills – the ability to draw out requirements from non-technical users

Experience of working within deadlines, operating in a high-pressure environment

1 to 3 years of IT and business work experience

Good interpersonal, communication and presentation skills

Team player, with a positive and customer focused outlook

Desirable

ITIL v3 or ITIL 4 accreditation

Practical knowledge of IT Operations and Service management principles and processes

Previous system administration experience, especially ITSM applications

Closing date: 27th March 2023

If you feel you have the skills and experience to become our ITSM Application Support Analyst, then please click ‘apply’ today – we’d love to hear from you