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 to 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.
• Triaging application team tickets, offering solutions or workarounds to incidents, problems, and requests.
• Analyzing and diagnosing issues to identify root causes, implementing solutions or escalating when necessary.
• Meeting KPIs and SLA thresholds, working to reduce overall incident and request counts.
• Managing potential safety and major incidents throughout their lifecycle, maintaining logs of critical incidents.
• Collaborating with third parties and subject matter experts for 3rd line support.
• Coordinating with Application Delivery and key application owners for product updates and changes.
• Maintaining exceptional customer service skills, ensuring positive user experiences.
• Identifying and supporting process optimization opportunities, contributing to the implementation of proposed solutions.
• Contributing to service management process improvement and product enhancement initiatives. Collaborating with other departments to improve cross‑functional communication.
• Providing technical assistance and training to users on various software applications and tools.
• Taking part in the Application Team review meetings, providing constructive feedback to other team members.

• Experience working in an Application Support Team.
• Experience working in an ITIL environment.
• Demonstrable troubleshooting skills at various support levels.
• Experience with in 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.

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.

• 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 × salary.
• Group income protection.
• Vaulte Xtra 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 dependent).
• 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.

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.