IT Applications Analyst

In this role you will act as the SME for the firm’s critical applications, delivering 2nd/3rd line support and guiding upgrades and enhancements. You will partner with business stakeholders to ensure effective system usage, stability and continual improvement within ITIL-aligned governance. The role spans SaaS and Azure-based client/server apps, emphasizing reliability, performance, and security. A key aspect is translating business needs into configuration changes and driving training where needed. This is a hands-on, cross-functional role with a strong impact on operations and risk management.

• 35-hour working week
• hybrid working policy (10-4 core hours)
• contributory pension
• 25 days annual leave
• Life Assurance
• flexible benefits and family-friendly policies

• Ownership of incidents, problems and service requests at 2nd/3rd line
• Managing vendor escalations for SaaS and third-party hosted applications
• Monitoring application health, availability, performance and security
• Planning, testing and implementing upgrades and patches
• Maintaining configuration, integrations and system documentation
• Collaborating with Project Managers and business SMEs on new system implementations
• Supporting application rationalisation or optimisation initiatives
• Running workshops or discovery sessions and translating needs into configuration changes
• Communicating changes to users and delivering training
• Ensuring compliance with IS policies and regulations (e.g., Cyber Essentials, GDPR)
• Participating in DR/BCP testing

• 2nd/3rd line support experience for business-critical applications in professional services
• Strong understanding of SaaS platforms, client/server systems and Azure-hosted applications
• Knowledge of ITIL-aligned incident, problem and change processes
• Strong analytical, troubleshooting and technical skills; SQL, logs or API-based integrations (advantageous)
• Relevant degree or equivalent with broad/specialised knowledge
• Experience in professional services or partnerships
• Strong presentation and persuasive abilities; capability to coach and motivate others
• Excellent verbal and written communication across technical and non-technical audiences
• Team-oriented, collaborative, with sound judgement for complex problems

• strong communication
• persuasiveness
• team spirit
• Azure
• SaaS platforms
• ITIL processes