Application Analyst

Application Analyst

Remote working - Occasional travel to the office

About the Role

Are you a tech-savvy problem solver with a passion for providing top-notch customer service? We are looking for IT focused candidates to join our dynamic Hosting team within the Local Government Software Division. As an Application Analyst, you will be joining a tight knit team, delivering high-quality hosting solutions, ensuring service continuity and working hard to uphold customer satisfaction. We are particularly looking for someone with a background in supporting customer applications in a Microsoft Windows based environment, who loves to stay at the forefront of technology, and who will excel in troubleshooting, and enhancing our client service.

We are seeking someone who understands the unique benefits and challenges of Hosting Services within the public sector market. If you have experience with Idox products and implementations, or similar products, please highlight this in your application, along with how your experience aligns with the job specifications below. Importantly, if you have a solid understanding of Local Government infrastructure and are eager to apply your skills in the private sector to advance your career, we are excited to hear from you and would love to have you on our team!

Key responsibilities:

• Application Expertise: Offer expert guidance, troubleshooting, and advocate best practices for deploying client-server and web applications in a windows server environment
• Incident Resolution: Lead incident management and escalations, ensuring the delivery of timely, high-quality updates to customers.
• Customer Onboarding Collaboration: Collaborate with project management and delivery teams to streamline the onboarding of new customers efficiently.
• Build Standard Compliance: Uphold and rigorously maintain system build standards within the environment.
• Service Desk Collaboration: Work closely with the service desk team to provide robust support for the applications on hosted platforms.
• Innovative Solutions Creation: Develop and implement innovative solutions to enhance the efficiency and proficiency of service provisioning
• Information Security: Adherence to company policies and protocols to ensure safety of customer and data.
• Continuous Learning: Stay abreast of emerging technologies through continuous professional development. To be successful, you should bring:
• Application Support Experience: minimum 3 years' experience of supporting client-server back-office and web-based systems (Apache; IIS).
• Database Proficiency: Exhibit experience with relational databases like Microsoft SQL Server and Oracle.
• Windows Server Environment: Understand the key workings of Windows Server in terms of running and supporting applications.
• Scripting Expertise: Showcase a proven track record in creating scripts using languages such as SQL (queries; joins), PowerShell (log analysis, automation and troubleshooting), Python, and VBS.
• Infrastructure Knowledge: Possess an understanding of data centres, virtualized environments, and their administration, particularly through VMWare.
• IT Service Management: Incident, problem and change management experience within an ITIL environment.
• Networking Skills: Fundamental understanding of networking concepts (TCP/IP, DNS, Firewalls) to address connectivity problems and work efficiently with network teams.
• Security Awareness: Knowledge of cybersecurity best practices and an understanding of security measures in hosted and on-premises environments.
• Monitoring and Analytics: Experience with monitoring tools (e.g. PRTG and Zabbix) to proactively identify and address issues.
• Problem-Solving Skills: Showcase strong troubleshooting skills, with the ability to diagnose, resolve and document complex issues effectively.

Additional desirable skills:

• Local government background: Experience working in or for Local Government in an Application support environment.
• Project Management: Basic project management skills to coordinate tasks, timelines, and resources effectively, especially when working on customer onboarding projects.
• Soft Skills: Strong interpersonal skills, teamwork, adaptability, and the ability to work well under pressure, particularly in a fast-paced environment with changing priorities.

ersg are an equal opportunities employer; we are committed to promoting equality of opportunity for all job applicants. We do not discriminate against applicants on the basis of age, sex, race, disability, pregnancy, marital status, sexual orientation, gender reassignment or religious background; all decisions are based on merit.