Application Support Analyst – Oracle Customer C... Technology & Transformation

We are seeking an Oracle Customer Cloud Service Analyst to join our team and provide expert support for CCS applications. This role ensures the stability, performance and availability of our cloud-based customer service solutions, while delivering exceptional service to internal and external stakeholders.

About Us

Affinity Water is the UKs largest water-only supplier, providing sustainable, high-quality water to 3.85million customers across the Southeast of England. We are on a mission to redefine the way water companies connect with their customers and communities, and to make better use of water and safeguard the local environment now and in the future.

Key Responsibilities

• Application Maintenance & Support

  • Provide Level 1 & 2 support for Oracle CCS applications and related systems.
  • Troubleshoot and resolve application issues, including root cause analysis.
  • Monitor system performance and proactively resolve issues and address potential problems.
  • Deliver training and ongoing support to team members.

• Incident & Problem Management

  • Triage and resolve software support and data processing issues.
  • Manage incidents, service requests and problem resolution using ITSM tools.
  • Perform root cause analysis and implement preventive measures.
  • Collaborate with Oracle support and internal teams for escalations.

• Change & Release Management

  • Support deployment of patches, updates, and new releases.
  • Ensure compliance with ITIL processes and organisational standards and with ITSM controls for all production changes.

• Process Improvement

  • Drive automation and process optimisation for application support.
  • Maintain documentation, Standard Operating Procedures (SOPs), troubleshooting guides and knowledge base articles.

• Stakeholder Collaboration

  • Act as a liaison between technical teams and business stakeholders.
  • Provide exemplary customer service and manage client relationships.

Required Skills & Qualifications

• Technical Skills

  • Thorough understanding of Oracle Customer Cloud Service architecture.
  • Exposure to SQL, Oracle Database and cloud technologies.
  • Familiarity with APIs, web services and integration tools.
  • Understanding of ITIL processes (Incident, Problem, Change Management).

• Soft Skills

  • Excellent communication and interpersonal skills.
  • Strong problem-solving and analytical abilities.
  • Ability to work under pressure and manage multiple priorities.

• Education & Experience

  • Preferably educated to degree level in Computer Science, Information Technology or related field.
  • Experience in application support for Oracle cloud solutions.

Preferred Certifications

• Oracle Certified Professional (OCP) / Oracle CX Cloud Certification
• ITIL Foundation Certification

Personal Attributes:

• A strategic thinker with excellent analytical and problem-solving skills.
• Strong communicator able to convey complex information clearly to both technical and non-technical audiences.
• Detail-oriented with a proactive approach to ownership, collaboration, and continuous improvement.
• Capable of managing multiple priorities and delivering high-quality work on time.

Benefits

• Salary £50,000 - 60,000 per annum dependant on experience
• Hybrid role, with the expectations of a minimum two days a week in the office in Hatfield
• A ‘Celebration Day’ in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.
• A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%)
• We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.
• Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
• Access to our Wellbeing Centre with support for looking after your physical and mental health.
• Discounts at a Range of Retail Outlets and on Dental and Medical Insurance through our Tap4
  
  Perks scheme.
• Up to 4 Affinity days a year to volunteer in the community.
• Life Assurance.
• Disability Confident

If you need any reasonable adjustments and would like to apply in a different format, please do let us know.

Interview Process

1st Stage interview – Teams

2nd Stage…