Application Support Analyst

GRAY DAWES GROUP; Manchester; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading travel technology company in the UK seeks an experienced Application Support Analyst to provide expert technical support and ensure high-quality software delivery. Responsibilities include resolving complex application issues, managing incidents, and leading user acceptance testing. Ideal candidates have at least 2 years of experience, strong relational database knowledge, and an ability to think critically under pressure. This is a customer-centric role requiring excellent multitasking and collaboration skills.

Qualifications

• Minimum 2 years' experience in Application, Software or Product Support Role.
• Strong relational database experience.
• Ability to learn quickly through training.

Responsibilities

• Support achieving company SLAs and KPIs.
• Provide expert-level technical support.
• Investigate major incidents and recurring problems.
• Document incidents for future reference.
• Participate in user acceptance testing and quality assurance.
• Create knowledge base articles.
• Evaluate and escalate technical issues.
• Troubleshoot existing and future products.
• Project manage implementation of new products.
• Provide technical configuration of complex processes.

Skills

Relational databases

Technical support

Critical thinking

Team collaboration

Customer-centric approach

Education

IT-based qualifications such as GCSE, NVQ, Diploma, BTEC

Job description

We’re recruiting for an experienced Application Support Analyst who has knowledge of Travel Technology Systems, experience of online booking tools and GDS platforms.

Responsibilities

• Support the business in achieving company and departmental SLAs and KPIs.
• Provide expert-level technical support to resolve complex application issues escalated from 1st and 2nd line support teams.
• Investigate major incidents and recurring problems, identify root causes, and implement preventive measures to avoid future occurrences.
• Document incidents, problems, and resolutions thoroughly for future reference and continuous improvement.
• Participate in user acceptance testing (UAT) and quality assurance processes to identify and report bugs, ensuring the delivery of a high-quality end-product to customers.
• Create internal and external knowledge base articles to assist customers and other support team members.
• Evaluate and escalate technical or customer-related issues to internal stakeholders with timely communication of system issues and downtime, keeping the business informed.
• Maintain and troubleshoot existing and future products – both third-party and proprietary.
• Project manage the implementation of new products and solutions that fit into our tech stacks where required.
• Provide technical configuration of complex processes.

Qualifications

• Minimum of 2 years' commercial experience in an Application, Software or Product Support Role.
• Strong experience working with relational databases.
• IT-based qualifications such as IT-based GCSE, NVQ, Diploma, BTEC (desirable).
• Ability to learn and pick up new skills quickly through training and independent learning.
• Critical thinking; ability to look beyond existing solutions and draw conclusions based on facts.

Qualities

• Team player with the ability to motivate and guide a team and foster a culture of collaboration.
• Ability to work in pressured environments.
• Customer-centric and methodical.
• Ability to multitask and manage time effectively to meet deadlines.