Application Support Lead Analyst

Department/Client

Account Software Solutions

Line Manager

Applications Support Manager

Number of Subordinates 5

The Application Support Team Leader is responsible for the day-to-day leadership and management of the Application Support Team at a local level, including 1-2-1s, coaching and performance management, local-level conflict resolution, tracking outputs and delivering constructive feedback locally, and monitoring mandatory training requirements to ensure team members remain up to date. This role feeds information up to the Application Support Manager and ensures the effective delivery, support, maintenance and optimisation of software solutions and underlying data, with a focus on CAFM systems and other business-critical applications.

They will develop and mentor colleagues in the Application Support Team and will ensure teams follow defined work methods and receive relevant training, support and leadership. This role will collaborate closely with peers across the Application Support function to prioritise and manage system changes in alignment with available capacity, ensuring that we have multi-skilled / cross skilled teams across the Application Support function.

• Leadership:
  Provide leadership to the Application Support Team, ensuring clear work methods and a continuous improvement approach. Provide guidance and mentorship, enabling them to effectively manage their workload and achieve their objectives. Own the team's recurring 1-2-1 cadence, including preparation, documentation of actions and follow-through, and act as the first point of escalation for team and delivery issues.
• Application Support:
  Provide support and maintenance of software applications, including CAFM, financial and other business-critical applications from a data perspective. This includes personally picking up and resolving support tickets as an analyst where required, alongside the team. Supports the local monitoring of interfaces and Cron tasks to help ensure these run smoothly, escalating issues to the Applications Support Manager as needed.
• Release Management:
  Ensure changes and enhancements are understood with data structures in place to deliver software updates and new features.
• System Configuration and Administration:
  Ensure effective system configuration and data updates.
• Continuous Improvement:
  Support the continuous improvement and optimisation of the software portfolio.
• Technical Application Testing:
  Supporting planning and execution of technical application testing.
• Ticketing Systems:
  Currently Service Now, own SLA performance, monitor the ticket queue and distribute workload across the team, and effectively manage and triage business requests in a timely manner, reporting on potential knowledge gaps in the business based on ticket analysis.
• Incident Management:
  Support first-line Incident and Problem Management within the team, escalating major incidents to the Applications Support Manager as required.
• Data Processing Tools:
  Keep up to date and continuous development and improvement of data processing tools to support accuracy and reduce processing times.
• Data Standards:
  Continuous improvement of Data Standards across all applications managed by Software Solutions, working closely with business stakeholders and the Asset Management team and other relevant teams as needed.
• Responsible for all aspects of HR which includes but is not limited to, disciplinary and grievance, probationary reviews, mediation, approvals, reducing sickness absence, attrition, increasing retention and engagement.
• Responsible for recruitment and selection, onboarding and induction, regulatory and H&S training and performance development…