Application Support Analyst

We have an exciting opportunity for an Application Support Analyst
, working as part of the Enterprise Applications team to provide diverse support across all business units.

Working closely with all team members to build up a library of common work instructions for recurring tickets, managing problem investigation, administering the change request process and taking ownership for overall support levels within the team.

• Take ownership for the support services for our managed applications across the team.
• Help streamline and improve the support processes for the ERP system by working with key business stakeholders to implement efficient ways of working and create a catalogue of common tasks.
• Help troubleshoot issues and support business users with training and hands on assistance.
• Understand and support teams across our smaller sites and our national distribution centre to implement a help desk that works efficiently at different scales.
• Administer the change request process to ensure all documentation is complete and milestones are adhered to.
• Build and maintain strong relationships with key business users and stakeholders.
• Respond, follow up, co‑ordinate and solve issues using an enterprise helpdesk solution, meeting set SLA (Service Level Agreement) agreements.
• Manage, prioritise, and communicate workload, risks, and project requirements effectively to ensure you meet business deadlines.
• Work within the Enterprise Applications Team to collaborate on cross‑functional activities and identify areas of improvement.
• Create and maintain documentation for various business processes and projects ensuring that we have records of all work we undertake.
• Create a suite of Master Data Management tasks that can be requested easily and implemented quickly across all areas of our systems.
• Organise own workload with minimal supervision, delivering to agreed schedules and reporting progress.
• Provide detailed analysis of system defects as and when required.
• Support our business migrations on site in the hyper‑care periods to introduce new businesses to our support structures.
• Take responsibility for the setup of all key required requests, incidents, problems and change requests in our IT (Information Technology) Service Desk solution.
• Create and update high‑quality key documentation;
  Process and User Guides, Project plans, Proposal documents.
• Data Management and maintenance – ensuring we have easy to use processes for updating and managing data for all end users.
• Monitoring & Reporting from our IT Service Management tools.

• Strong IT literacy with confidence using a range of systems.
• Good knowledge of ERP systems and the Microsoft Office Suite.
• Understanding of IT systems and infrastructure.
• Experience using Microsoft Dynamics AX in an operational environment.
• Strong Microsoft Dynamics AX knowledge (Preferred).
• Understanding of ITIL processes (e.g., incident, problem, and request management).
• Experience supporting change and release activities within a structured environment.