Service - Application Support Analyst

Location:

Ripponden – Hybrid; 3 days in office. Salary £30,000–£35,000 (depending on experience). Vacancy type:
Permanent/Full Time.

Service – Application Support Analyst

Technology (Application Management)

Ripponden

JLA is a mission‑critical infrastructure solutions business offering services in Laundry, Catering, Heating, Fire Safety, Infection Control and Air Conditioning. The company offers an end‑to‑end, on‑premise, machine supply and breakdown service proposition under the name Total Care, and additional products and services. JLA is driven by a world‑class Sales & Marketing engine, owns and maintains all assets, and has an efficient on‑site operations team working daily with customers.

We are looking for a Service Application Manager to join our dynamic and vibrant Technology team. You will support the development and maintenance of our Service System’s, working autonomously and as part of the Tech team to handle user issues, support enhancements and day to day BAU activity.

In this role you will need to be an enthusiastic problem solver who never shies away from a challenge, with excellent customer service skills which will enable you to support and deliver the exceptional service our colleagues have come to expect from the Tech team.

We are looking for highly self‑motivated and pro‑active applicants who have a marked interest in business systems, analysis, alignment and processes. The successful applicant will have a good, general knowledge of the MS Office tools in a networked PC environment. Previous experience of Field Service Management Systems or ERP Systems with a willingness to learn new software programs. With the ability to work quickly and to short deadlines, the successful applicant will need to have the ability to use their own initiative and ideas to solve problems.

The successful applicant will need to have excellent communication skills to provide support to stakeholders at various levels across the Company, using a range of methods such as phone, emails and video calls. Applicants will also need to possess a high attention to detail and be a methodical, analytical and logical thinker whilst working in a fast‑paced environment. With the ambition to grow and progress within the business.

• Ensure that all internal customers are provided with the service and help they require under the guidance of the Service Application Manager.
• Use a positive problem‑solving attitude to resolve routine and wide‑ranging incidents, striving for a first call resolution.
• Implement solutions to problems using available collateral such as user guides and technical manuals.
• Utilise online resources such as the ‘Knowledgebase’ to resolve customer troubles whilst also collecting and maintaining a problems and solutions knowledge base that colleagues can use.
• Develop extensive functional and technical knowledge of JLA’s Service System’s and the underlying technology stack.
• Manage configuration and maintenance changes, including maintaining the system user accounts and permissions.
• Use native application development tools to configure and customise the application and its functionality to align with business processes using JLA standards.
• Mine and manipulate data using MS and SQL tools.
• Converting non‑technical stakeholder requirements to technical specifications.
• Supporting strategic business projects (small to large) through design, development and deployment as well as stakeholder management.
• Document all developments and configuration changes to JLA standards.
• Responsible for user account management and system administration.
• Act as the point of escalation for incidents, driving triage, coordination and resolution, and providing clear stakeholder communications.
• Lead problem management for recurring faults, performing root cause analysis and implementing preventative measures.

• Demonstrable experience administering Business Applications in a corporate environment
• Practical…