Senior Application Support Analyst

We are looking for a proactive, hands-on  Senior Application Support Analyst  with strong application support experience to provide Level 2 support for Quantios ViewPoint (VPoint) and associated integrations. This is not a traditional service desk role. You will act as the bridge between business users, vendors, and Level 3 teams to ensure timely resolution of incidents, management of critical issues, and continuous improvement of application services.

Vistra is a global leader in corporate services, and we’re in the middle of one of the most ambitious payroll transformation programs in our history. Our purpose is progress: we remove the complexity of global business so our clients can move forward without friction.

At the heart of our Business Application platform is Quantios ViewPoint (VPoint), a business-critical application supporting entity administration, practice management, and accounting functions across the organisation. Ensuring stability, performance, and continuous improvement of this platform requires a proactive support professional who thrives on problem-solving, ownership, and delivering results in a fast-paced global environment.

You will report into the Business Applications organisation and work closely with business stakeholders, vendors, cross-functional technology teams and Dev Ops teams. This is a high-visibility role where your ability to lead incident resolution, communicate effectively, take ownership, and drive service improvements directly impact operational effectiveness and user satisfaction.

Key Responsibilities

Own, drive, and coordinate Level 2 support activities for Quantios ViewPoint (VPoint) and associated applications.

Provide and maintain high-quality customer service for internal stakeholders.

Manage, communicate, and coordinate resolution of critical and high-priority incidents.

Take leadership during major incidents and drive resolution activities across multiple support teams.

Collaborate closely with business users, cross-functional technology teams, vendors, and Level 3 Dev Ops teams to resolve application issues.

Investigate and troubleshoot complex applications, integration, and data-related issues with urgency and minimal escalation.

Perform detailed root cause analysis (RCA) and drive permanent solutions to recurring incidents.

Proactively identify recurring issues, trends, and service risks and coordinate actions to address them.

Proactively monitor application health, integrations, alerts, scheduled jobs, and system errors, raising concerns before business impact occurs.

Escalate system defects and platform issues to vendors, cross-functional technology teams and Dev Ops teams with complete technical analysis and supporting evidence.

Ensure incidents, requests, and problem records are managed within agreed service levels.

Support application upgrades, releases, testing activities, and production deployments.

Create and maintain technical documentation, knowledge articles, operational procedures, and troubleshooting guides.

Deliver regular status reporting on incidents, service performance, risks, and improvement initiatives.

Build scalable support processes and operational playbooks that improve service quality and efficiency.

Drive continuous service improvement initiatives to enhance application stability, reliability, and user experience.

Technical & Professional Competencies

Proven track record supporting business-critical enterprise applications in a production environment.

Strong troubleshooting and diagnostic skills with the ability to analyse complex technical issues.

Excellent critical thinking and analytical capabilities.

Experience managing incidents, problems, and service requests within an ITIL-based support environment.

Strong understanding…