Application Support Officer

Job Description

• •You’ll provide third-line technical application support across the software estate, acting as the escalation point for the Service Hub within the ITSM framework, resolving incidents, requests, and changes while meeting defined SLAs (including European shift coverage).
• •You’ll deliver functional and technical enhancements, perform ticket trend and backlog analysis, create MI/report packs and knowledge base articles, and maintain high service quality through strong problem‑solving skills and a pragmatic approach.
• •You’ll partner closely with Product Management to ensure applications meet availability targets, maximize product capabilities, and identify and reduce functional duplication across the service estate.
• •You’ll support project deliveries (agile and waterfall), ensuring smooth transitions into BAU support, while collaborating effectively with Application Services teams, wider IT functions, vendors, and external partners—including conducting service reviews and tracking SLA performance.
• •You’ll demonstrate strong customer focus, effective communication, action orientation, interpersonal savvy, commercial awareness, and emotional and cultural intelligence—facilitating open debate, driving continuous improvement, and managing change in complex, post‑M&A environments.

What we offer

• •Comprehensive remuneration: Competitive financial packages based upon market rates for your role, proportionate to your qualifications, level of experiences and skills profile
• •Pension Scheme: Generous employer contribution with the ability to increase employee contributions
• •Wellbeing: Additional social benefits such as medical insurance & life assurance, discounted gym memberships and the opportunity to engage with our local community via sports activities, charity programmes & environmental initiatives
• •Flexible working: We recognise the value of working flexibly and enable our employees to enjoy an excellent work-life blend
• •Support and development: We will ensure you have the right training, tools and development plan to grow and improve your skills every day.