Application Support Analyst

The Opportunity

Are you a customer-centric technology enthusiast with experience in supporting multiple Commercial Sales teams mobile devices. Do you want to be part of our vision of becoming The Best Drinks Company in The World and help us drive our digital transformation journey. If so, we have an exciting opportunity for you!

William Grant & Sons is looking for an Application Systems Analyst to join our established Commercial Product team in Cumbernauld on a hybrid basis. This is a key role where you will help drive our digital transformation journey forward with our vision of becoming The Best Drinks Company in The World.

What you will be doing

As an Application Support Analyst, you will play a crucial role in enhancing user experience and streamlining processes and will be at the heart of our digital transformation journey. Supporting cross functional teams across our Owned Distribution Companies that use our bespoke mobile application to capture sales data that will be used to measure key results. You will provide technical advice, trouble shoot problems and assist users with application-related incidents. You’ll be at the heart of the team’s delivery and deployment during upgrades/go-lives and resolve any issues identified during user acceptance testing to ensure business objectives are met. This will include supporting the change control process, working with the business and appropriate teams to ensure the changes are implemented effectively. Maintaining and updating documentation, knowledge base articles and other resources that will support users.

You will communicate with users, developers and other stakeholders to provide updates and address any issues. As the first line of support with the sales teams you need to be able to make the right decision quickly and work with the sales teams to provide guidance and resolve their issues. Issues will be logged in our incident management system to allow us to track volumes and root cause which will then be used to identify improvements. Our mobile application is with a third-party vendor which uses customised objects on the Salesforce platform.

About You

You should have hands-on experience in a Commercial Support role, strong problem-solving skills, and the ability to analyse complex issues and implement effective solutions. Excellent communication skills and the ability to collaborate with cross-functional teams are essential as you will carry out training sessions to explain any new changes. A proactive problem solver with the ability to analyse complex issue.

Experience as working as a Salesforce admin is preferred and Salesforce Administrator certification is preferable.

What can we offer you?

• Annual company bonus – up to 10% (on-target 7%)
• Life assurance cover – 8x your salary
• Defined contribution pension – employer contributions of 8% or 10% when you contribute 4% or 5%, respectively
• Individual private healthcare through AVIVA
• 24 days annual leave, increasing with service (up to 27 days), plus 10 public holidays and the option to buy/sell up to 5 additional days
• Generous employee product allowance
• Hybrid working model – 3 days in the office, 2 days from home
• Annual pay review