ITSM and Application Support Analyst

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Our client provides end to end managed services for multiple key industry customers, these services are web-based solutions.We are searching for an ITSM and Application Support Analyst to join the team - to have responsibility for supporting the different elements of those managed service solutions. The role is responsible for managing multiple concurrent tasks with varying technologies and products in an exciting environment, with exposure to a wide range of existing and emerging technologies.This involves supporting the internal and external users with escalation of queries and ensuring these issues are resolved in a timely and professional manner. You will work within an Incident Management System with associated processes that are implemented to record and control all enquiries and their resolution.You will be assisting the 1st Line Support, Infrastructure, QA, and Development teams with the investigation of customer incidents and problems.This is an end-to-end 'Service Transition' role within Operations, working with a variety of development and support teams. This requires people skills on differing levels to work effectively with business users, customer support staff and highly trained Technicians.Job ResponsibilitiesRelease ManagementOversee and implement application releases.Plan and coordinate deployments to Live and Customer Testing environments.Sending release notes and email communications to customer and internal teams.Managing FSoC entries on calendar and attend release meetings where required.Using Octopus to add variables and release deployments.Support the change management process where required. ITSM/Application Support Provide operational administration of the ITSM Toolset, (Zendesk or similar).Conduct administration tasks in Zendesk (or similar), such as setting up users, maintenance tasks, reporting.Setting up configuration in Zendesk for new contracts (Zendesk training will be given). Incident and Problem ManagementSupport the Service Delivery team as required in all aspects of Incident and Problem Management.Answer and resolve where possible all escalated enquiries and issues escalated from the Service Desk.Advise the 1st line team on queries and issues to ensure speedy resolution at the Service Desk where possible to avoid escalation.Use the ITSM toolset to record and track progress of incidents and problem resolution, to identify repeating incidents and escalate appropriately.To work closely with the Delivery Teams to take any actions required in ensuring the availability of key Customer services at all times.To engage with the customer with regards to continuous improvement and the advancement of the provided outputs, such as reporting and MI.About YouOur ideal ITSM and Application Support Analyst will have the following experience: -Experience in managing change and release management processes is highly desirable but equally the role requires a pragmatic and balanced approach to oversee releases of application software updates to key clients.ITSM toolset administration experience (preferably Zendesk or similar) and experience of being responsible for standard operational administration tasks.ITIL Foundation qualified desirable but not essential.Linux exposure.Understanding of Cloud Technologies.Data manipulation via toolsets.This contract is being offered as a remote assignment and it's Inside IR35. The contract is initially 12-Months in duration. KeywordsITSM, Application Support Analyst, 1st Line Support, Infrastructure, QA, Service Transition, Zendesk, Incident Management, Problem Management, ITIL, Cloud, Inside IR35Please note that due to a high level of applications, we can only respond to applicants whose skills and qualifications are suitable for this position.

No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010.Bowerford Associates Ltd is acting as an Employment Business in relation to this vacancy.