Provides 3rd/4th-line application support, escalates and resolves incidents, meets SLAs, performs root-cause analysis, and maintains application uptime. Uses SQL, coding, testing, and log analysis to troubleshoot and improve systems. Responsibilities include application upgrades, patching, supplier management, security and infrastructure coordination, and proactive service improvement. Participates in an out-of-hours support rota and manages multiple priorities across business locations.
Company Description
Join us at Greene King the country's leading pub company and brewer, where our mission is to pour happiness into lives and become the pride of great British hospitality. We have something special, deeply rooted in our 220-year brewing and pub history, creating the business we are proudly known for today. Still today our 39,000 strong team are the guardians of what’s wholly British, the pub experience.
Working closely with the business and the IT teams across three main locations, Bury St Edmunds, Burton, and Dunbar, with additional Warehouses, the successful candidate must be able to deal with multiple systems and processes, be a clear communicator, with a very strong technical foundation in a range of application types.
We are looking for a passionate and driven individual who can participate and enhance, through their skills, this close-knit team, driving the culture of customer experience and root cause eradication in everything they do. This role is particularly suited to someone who enjoys handling multiple priorities at any given time, with the breadth of knowledge to drive technical improvements alongside the tenacity to undertake day to day support activities.
12 Month FTC/Secondment Opportunity
Your role as Application Support Analyst
- Act as 3rd/4th Line Support for the Business
- Be an escalation point for our 2nd and 3rd Line Team Members
- Use SQL and Coding skills to aid resolution of fixes and improve development of systems
- As part of the team, manage our application portfolio to maintain our aggressive system uptime targets, whilst ensuring systems are upgraded, patched, and maintained in a proactive and timely manner
- Be responsible for delivery of agreed incident SLA’s and ensure all the support issues are fully understood, managed, and resolved
- Own root cause targeting for the team to minimise the volume of issues and improve the customer experience of applications
- Liaise with Security and Infrastructure teams to ensure hardware solutions provided meet the needs of the business so far as the applications are concerned
- Work closely with internal teams and 3rd party suppliers to improve system performance, reliability, and usability
- Help manage 3rd party suppliers, supplier reviews and continuous improvement programmes
What you'll bring...
- Excellent communication skills, combined with a high degree of enthusiasm, drive and commitment
- Taking part in Out of Hours rota
- Strong problem-solving and troubleshooting skills
- Attention to detail ensuring accuracy in all aspects of work
- Ability to engage and prioritise work to ensure SLAs are met in agreed timescales
- Have a personal drive to stay ahead of the market by researching and understanding
- Ability to work independently
- Strong interest in technology overall
- An ability to cope, and thrive, in a fast paced, dynamic, and fun environment with varied and multiple demands
#LI-AP1
QualificationsRequired Skills
- ITIL / ITSM v3 Certification
- ServiceNow and other CRM software
- SQL
- Basic coding
- Windows OS Environments
- Log analysis
- Building and using testing plans
- The ability to build relationships with key customers at all levels Preferred skills
Preferred Skills
- NoSQL
- iSeries inc. IBM OS
- iWMS
- SSO technologies (preferably Okta)
- Understanding of hospitality or brewing industry and relevant technologies
We’re all about rewarding our team’s hard work, that’s why…
You’ll receive a competitive salary, pension contribution as well as:
- The chance to further your career across our well-known brands – as one of the industry's top apprenticeship providers, we can provide training and development at each level of your career.
- Discount of 33% for you and 15% for your loved ones on all of our brands – so you enjoy your favourite food and drink at a discount.
- Free employee assistance program – mental health, well-being, financial, and legal support because you matter!
- Discount of 50% for you and 25% for your loved ones at our Greene King Inns and hotels. – so you can enjoy a weekend away without breaking the bank.
- Refer a friend – who do you know who could be interested in a new role? When they are placed, you could earn £1,500 for referring them!
- Wagestream – access your wage before payday for when life happens.
- Retail discounts – Receive up to 30% off at Superdrug, exclusive discounts with three mobile along with many more…
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