Application Support Analyst

THE NEXT CHAPTER STARTS WITH YOU
APPLICATION SUPPORT ANALYST
Keep the platforms our customers and colleagues rely on performing at their best

We’ve invested in modernising our technology landscape and strengthening the platforms that support our customers and colleagues. The opportunity now is to make those services even more stable, resilient and easy to support.

As an Application Support Analyst, you’ll provide support across business-critical applications and integrations, using hands‑on investigation to resolve incidents and prevent repeat issues. You’ll make a visible impact by improving service reliability, strengthening operational capability and sharing specialist knowledge across the team.

This role is just one part of a much bigger transformation. Explore our Technology & Change careers page to meet the teams, discover our technology journey and see how you can help shape what’s next.

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• Own Level 2 incidents from diagnosis through resolution and root cause analysis. Business‑critical services recover quickly and repeat issues are reduced.
• Troubleshoot issues across Salesforce, Mule Soft APIs, Go Anywhere MFT workflows and Genesys contact flows. Cross‑platform failures are understood and resolved with clear technical evidence.
• Use logs, transaction traces, API payloads and Sumo Logic dashboards to investigate failures and performance issues. The team can identify root causes across application, integration and data layers.
• Manage incidents, problems, changes, defects and technical backlog items through ITSM tooling and Azure Dev Ops. Work is prioritised by business impact and progressed in line with service expectations.
• Monitor platform health, integrations, batch jobs, APIs and contact centre services, identifying recurring risks and opportunities to automate. Services become more resilient, observable and efficient to support.
• Act as a subject matter expert, creating runbooks, sharing knowledge and coaching colleagues. Capability grows across the team and single points of failure are reduced.

Reliable applications and integrations are essential to the services our customers and colleagues use every day. This role helps protect the stability, availability and performance of platforms including Salesforce, Genesys, Go Anywhere, Mule Soft and Sumo Logic.

You’ll work closely with Application Support, Engineering, Development, project teams, business operations, contact centre stakeholders and third‑party suppliers, seeing how your technical expertise contributes to faster recovery, reduced downtime and more resilient services.

• Customer and service focus – We prioritise work according to business impact, risk and the customer experience.
• Evidence‑led investigation – We use logs, payloads, traces and monitoring data to diagnose issues thoroughly.
• Shared ownership – We collaborate across support, engineering, project and operational teams from diagnosis to resolution.
• Continuous improvement – We address root causes, automate manual activity and improve the resilience of services.
• Knowledge sharing – We create clear runbooks, coach colleagues and build capability across the team.

• Core platforms – Salesforce
• Core platforms – Mule Soft and REST/SOAP APIs
• Core platforms – Go Anywhere MFT/SFTP
• Core platforms – Genesys contact centre services
• Core platforms – Integrated and asynchronous processing
• Support and delivery tooling – Azure Dev Ops and ITSM tooling
• Support and delivery tooling – Sumo Logic and observability dashboards
• Support and delivery tooling – JSON, XML, payloads and log structures
• Support and delivery tooling –…