Application Analyst - Support / Development
SharePoint Server / SharePoint Online
Lakeside, Portsmouth
Babcock Corporate Services

About the role
• Operation of applications and solutions (products and services) in production ensuring customer operation
• Responsible for 24x7x365 support operations, monitoring metrics and dashboards to ensure highest level of customer satisfaction across the customer base, escalation management, customer experience and satisfaction, and service level attainment.
• Ensure all support tickets for production services are managed through to resolution to the satisfaction of customers
• Manage all small changes to the configuration of the applications and solutions with the solutions team through an agreed backlog of changes and issues
• Ensure autonomous management of incidents to ensure the customer has an one point of contact who manages incidents to completion, ensuring incidents are updated in Remedy

Responsibilities Include (But are not limited to)
• Work closely with the Application Operations Lead to create a best in class service for our mutual customer base
• Act as a technical lead for the team in managing the operation and support all applications, solutions and services in production
• Ensure platform patches are managed at the application level and ensure the patching of infrastructure is co-ordinated with the customer audience
• Manage the resolution of incident tickets co-ordinating efforts from all teams as required to resolve the issue(s) against SLAs
• Suggest improvements to the service based on incident trends
• Providing technical support and consulting for technical issues
• Ensuring the successful release of new versions of product with the environments team
• Troubleshooting and debugging real production customer's issues
• Processing small enhancement requests with the Solutions team
• Manage regression test scripts to ensure any additional UAT for enhancements is added to the regression pack
• Present changes at CAB, feed into impact assessments for change requests
• Ensure service strategies and service definitions exist for agreed services
• All solutions must adhere to the standards and policies for coding, config, security and all relevant standards from wider teams
The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the post.

What do I need to do the role?
Qualifications and Experience:
Essential:
• 2 years plus experience of managing and delivering technical and functional support and/or solutions for enterprise applications, including ITIL v3 foundation
• Proven track record of delivering high customer satisfaction in complex, rapidly-changing environments with high operational involvement (ideally for a technical mission-critical business application)
• Managing enterprise applications
• Experience in dealing with changing priorities in a fast-paced business environment
• Ability to work in a fast paced environment; operates independently and collaboratively
• Advanced organisational, analytical, problem solving, negotiation and planning skills
• Able to work collaboratively with teams across time zones, divisions, functions and levels
• Proven experience working in a small and large collaborative team(s) delivering technical solutions to business requirements
• Ability to deal with and manage conflict whilst building successful business relationships

Desirable:
• ITIL v3 Practitioner
• Strong experience of delivering solutions on the Microsoft applications stack for the business
• Experience using and configuring Team Foundation Server to manage the software development lifecycle, experience working in a DevOps environment
• Using the SWARM methodology
• Experience of integrating with on premise solutions and cloud based solutions

What else do I need to know?
This role is based in Lakeside, Portsmouth. A vibrant and accessible campus that has shops, restaurants, hairdressers and a nursery on site. It has parking for employees and runs a free shuttle bus from city centre trains and bus stops.
We are happy to talk about flexible working. Please ask about alternative work patterns at interview.
You must have UK Nationality and be able to gain SC clearance, and hold a clean driving licence.

Application Guidance
If you are currently employed by Babcock, please let your line manager know that you're applying for this vacancy. You should also let them know if you are attending an interview or assessment for a role.
Please note that you will not be able to access the vacancy details after the closing date so you may wish to keep a copy of this advert and any supporting documents for your records.
We are committed to building an inclusive culture and strives to attract talent who thrive in an inclusive and flexible working environment.
If you have a disability or need any reasonable adjustments during the application and selection stages please let us know and we will respond in a way that best fits your specific needs.

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