Support Analyst
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We’re looking for a Support Analyst to join our IT Application Support team and help ensure our business‑critical applications run smoothly for everyone who relies on them. This role is well suited to someone who enjoys problem‑solving, collaboration, and making improvements that have a real impact on users’ day‑to‑day experiences.
You will provide advanced support for live applications, taking ownership of incidents escalated from the Service Desk or raised directly with the Application Support team. You’ll work closely with both technical colleagues and business users, helping to understand issues, explain solutions clearly, and ensure systems remain reliable and well‑supported.
Alongside incident resolution, you’ll contribute to continuous improvement by identifying recurring issues and supporting longer‑term solutions, using Problem Management and ITIL best practices.
**Please note that this a 3 month FTC role**
- Expertise in Microsoft Dynamics 365, with relevant certifications such as Microsoft Dynamics 365 Fundamentals (CRM, ERP), Power Platform.
- Expertise in FinOps and CE for D365
- Proven experience in Business Application role preferably in a medium to large organisation.
- Good overall understanding of ITIL framework and ITSM best practices.
- Good analytical and problem-solving skills.
- Good understanding of priorities versus business impact and Incident resolution within required set of SLAs.
- Documentation skills for creation of Runbook / Knowledge Articles, including the ability to produce from scratch.
- Problem management
Desirable
- ITIL certification (Foundation level or above)
- Work with diverse technology stacks, including bridging the gap between legacy systems and modern platforms.
Required Competencies:
- Very organised with good planning and coordination skills.
- Ability to interact and communicate well at all levels.
- Inquisitive mindset, not happy to accept the ‘status quo’.
- Ability to multi-task and remain calm under pressure.
- Collaborative team player who continually strives for improvement.