Application Support Analyst

The Application Support Analyst is responsible for supporting, maintaining, enhancing and upgrading the business applications, ensuring the applications meet the expected service levels. This role requires an individual that is flexible, adaptable and focused on providing excellent in business critical support for the Vaultex Applications that underpin the successful running of the operation., * Taking ownership to, manage, and resolve queries and incidents reported into the team. Maintaining accurate documentation of incidents, requests, resolutions, and procedures. Providing timely and efficient support across the Vaultex business.

• Developing training skills to enhance technical skills.
• Promptly triaging application team tickets, offering solutions or workarounds to incidents, problems, and requests.
• Analyse and diagnose issues to identify root causes, implementing solutions or escalating when necessary.
• Meet KPIs and SLA thresholds, working to reduce overall incident and request counts.
• Manage potential safety and major incidents throughout their lifecycle, maintaining logs of critical incidents.
• Collaborate with third parties and subject matter experts for 3rd line support. Coordinate with Application Delivery and key application owners for product updates and changes.
• Maintain exceptional customer service skills, ensuring positive user experiences.
• Identify and support process optimization opportunities, contributing to the implementation of proposed solutions.
• Contribute to service management process improvement and product enhancement initiatives. Collaborate with other departments to improve cross-functional communication.
• Provide technical assistance and training to users on various software applications and tools.
• Take part in the Application Team review meetings, providing constructive feedback to other team members., In 2017 Vaultex signed the Time to Change pledge, signalling our commitment to breaking the stigma associated with mental health. The event marked a watershed moment: as our people witnessed executive buy-in on creating a culture that empowers them to come forward with any mental-health related issues, knowing that they will be taken seriously. All people managers are trained to ensure they are equipped with mental health support skills, we have designated mental health first aiders, and we offer support via our independent employee assistance programme Care First. This allows our people to access professional counselling whenever they need.

We offer a variety of other support services and have recently launched the peppy app. This connects our employees to trusted information and human experts for free personalised support for: menopause, fertility, men's health, women's health and advice for new and expectant parents.

• Experience working in an Application Support Team.
• Experience working in an ITIL environment.
• Demonstrable troubleshooting skills at various support levels.
• Experience within a Software Development Environment and understanding of the SDLC.
• Experience supporting bespoke application environments and familiarity with relevant technologies.
• SQL server/SQL query knowledge.
• Strong communication and interpersonal skills.
• Customer-focused attitude with a desire to support and resolve customer issues.
• Ability to take ownership of tasks independently and collaboratively.
• Ability to multitask and prioritise effectively.
• Experience with IT Service Management Tools.

We are a Living Wage employer with Investors in People Platinum status, and as such have a great range of benefits:

• A generous company pension - auto-enrolled 4% employee 10% employer.
• Competitive holiday allowance with an option to purchase additional holidays (varies by grade).
• Group life assurance 4 x salary.
• Group income protection.
• VaulteXtra discounts on retailers, cycle to work, childcare vouchers, gym membership, cash back on purchase, eye tests and many more.
• Employee Assistance Programme - a free service should our employees require professional and impartial advice for legal advice and counselling.
• Robust Learning and Development team and opportunities for career progression.
• Performance based yearly bonus (grade dependant).
• One day paid volunteering opportunity each year.
• Mentorship programmes.
• Access to Peppy - a digital health platform providing support for healthcare in menopause, fertility, men's and women's health.
• Access to Aviva Digicare+ for annual health checks, nutritional consultations, mental health support, bereavement support and more.
• Access to Zurich's Virtual GP service.
• Charles Cameron - free access to independent mortgage advice.

Our culture

Vaultex acknowledges every person's right to feel valued, respected, and fairly rewarded for what they do. We foster a collaborative environment where everyone is encouraged to share their views and shape Vaultex's future. We are proud to demonstrate our commitment to transparency and progress as a Work180 endorsed employer. Find out more about our company culture by watching this Video., * Competitive salary plus benefits, with a performance related bonus (grade dependant)

• Exceptional bonus scheme for creative and inspirational employees who have made a major difference to the way Vaultex works.
• Spot prizes - small tokens of appreciation for employees who have gone out of their way to help out colleagues or customers.
• Generous company pension - auto enrolled (employee 4%, Vaultex 10%)
• Competitive holidays with an option to buy additional
• A generous Group Life Assurance package
• Additional life insurance benefits include access to online GPs and specialists at a time that suits you.
• Group Income protection
• Access to VaulteXtra - offering discounts on various retailers, cycle to work scheme, childcare vouchers, GymFlex membership, cash back on purchases and eye tests
• Comprehensive Employee Assistance Program with access to 24/7 counselling and mental health support.
• Cash health plans - claim back on dental visits, prescriptions and physiotherapy sessions.
• Paid volunteering opportunities.

Vaultex are the UK's leading cash processing company, with sites nationwide. When you join us, you are supporting businesses to run securely and more efficiently, and ensuring continued access to cash for the millions of people that depend on it. To find out more you can visit our website., Vaultex is the UK's leading cash processing company. As a joint venture between Barclays Bank and HSBC, we process in excess of £100 billion bank notes and coins per year on behalf of our stakeholders and customers. At Vaultex, we provide a positive, productive and constructive environment where new ideas and talented people can flourish., As an award-winning employer that champions ongoing professional development and a healthy work-life balance, we believe in giving our people a career - not just a job. Vaultex contains many knowledgeable, passionate and committed industry experts; some of which have spent their whole career with us because of the opportunities to progress. Vaultex continually strives to develop and invest in our most valuable asset: our people. As well as being part of a dynamic and dedicated team of people, Vaultex will enable you to: * Be part of a highly motivated and engaged workforce * Work in an environment that promotes inclusivity and diversity * Be part of a progressive culture that allows its people to flourish * Be rewarded for contributing ideas and continuous improvements, Equality is at the core of our business. As the UK's leading cash processing company, we're ideally positioned to provide a powerful platform for social change. Creating a culture of equality isn't just the right thing to do, it's the smart thing. Diverse companies are more innovative and better positioned to succeed, which is why we post our roles on a wide variety of jobsites to broaden our reach. We strive to create a workplace that reflects the communities we serve, where everyone feels empowered to bring their full and authentic selves to work. By partnering with companies such as Work180, we have a genuine commitment to gender equality.