Systems Analyst; Application Support

Overview

We’re seeking a Systems Analyst to join our team, who are based in our Leeds office. In this role, you’ll support critical business systems used across the group, working closely with colleagues to plan, estimate and oversee smooth, successful implementations. You’ll be at the heart of innovation, ensuring every new solution transitions seamlessly into business-as-usual operations and delivers a real impact from day one.

Location:

Leeds – hybrid – 2-3 days in office. Status:
Permanent.

• Monitor and manage a queue of tickets to ensure all tickets are within SLA targets
• Provide excellent customer service for all tickets ensuring customer expectations are set and regular communication is sent to customers
• Provide technical support to business users/ICT BAU support staff
• Working alone, or as part of a team, analyse the underlying issues arising from investigations into requirements and problems, and identify available options for consideration
• Manage small change requests through the full systems life cycle to completion. Including Requirement Gathering, Feasibility Analysis, Specification, Build and Configuration, Testing and UAT, Training, Implementation, Operational Handover and Post Implementation Support
• Ensure system configuration and operational support documentation is complete and accurate
• Support continuous improvement programs in response to support service metrics, customer feedback and process efficiencies
• Carry out root cause analysis in support of Problem Management. Reconcile issues across support teams to improve Incident Management Process
• Provide support to ICT Projects
• Work with a project team to assist with the timely delivery of tasks within a project. Tasks could include Testing and UAT, Training, Operational Handover. Ensure progress/issues/delays are communicated effectively with the Project Manager. Delivery of BAU handover tasks into the Systems team and other ICT teams where necessary
• Create new and update existing Standard Process documentation to aid with knowledge sharing within the systems team
• Arrange, prepare and conduct meetings, workshops, training and presentations for a wide variety of audiences
• Security Patches/Service Packs are installed in a timely manner, in-line with Cyber Essentials. Ensure Information Security risks are identified, reported and actions taken to reduce the occurrence and impact of security incidents

• Previous experience of working within a Systems Analyst/Application Support role
• Ideally have supported COINS, FocalPoint, IFS or other ERP systems
• Excellent analytical skills
• Strong communication, presentational and written skills, with the ability to explain complex issues in a simple way
• Ability to work under pressure and meet tight deadlines whist still producing good quality work
• Proven experience at gathering requirements and in negotiations
• Experience in prioritisation of calls
• Excels at transferring knowledge through user guides or training
• Basic knowledge of programming code, relational databases, T-SQL and report writing
• Able to keep abreast of new technology and can learn new systems quickly with little guidance
• Exposure to 2nd line support for one or more ERP systems

As a business, we’re on a journey to build on our culture where everyone is included, treated fairly and with respect. This starts with recruitment and how we bring people into the organisation. We’ll do our best to outline the recruitment process to you ahead of time with plenty of notice. If you require any accommodations to participate in the application or interview process, please let us know and we will work with you to ensure your needs are met.

We are one of the leading independent engineering and services businesses in the UK. Founded in 1921, with a turnover of £500m and 3000 employees, we are proud of our history of developing great people through our investment in training. Working across a variety of sectors within the building and infrastructure industry, our innovative, responsible and forward-thinking approach allows us to work on fantastic ground-breaking projects, providing solutions using the latest tools and technologies.

Progression is something we value, and we will make sure that when you join us you have a clearly defined development path, supported by regular reviews, training and ongoing support to enable you to be the best you can be.