Application Support Analyst

Application Support Analyst – Vaultex UK Ltd

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Vaultex is the UK’s leading cash processing company, with sites nationwide. When you join us you’re supporting businesses to run securely and more efficiently, ensuring continued access to cash for the millions of people that depend on it.

Monday to Friday 09:00 – 17:00 – 35 hours per week. Hybrid role – 104 Dalton Ave, Birchwood, Warrington, WA3 6YF
& Remote.

The Application Support Analyst is responsible for supporting, maintaining, enhancing and upgrading business applications, ensuring applications meet expected service levels. The role requires an individual who is flexible, adaptable and focused on providing excellent, business‑critical support for the Vaultex applications that underpin the successful running of the operation.

• Take ownership to manage and resolve queries and incidents reported to the team. Maintain accurate documentation of incidents, requests, resolutions and procedures. Provide timely and efficient support across the Vaultex business.
• Develop training skills to enhance technical competencies.
• Promptly triage application team tickets, offering solutions or workarounds to incidents, problems and requests.
• Analyse and diagnose issues to identify root causes, implement solutions or escalation 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 optimisation opportunities, contributing to 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.

• 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.

• Living Wage employer with Investors in People Platinum status.
• 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 for 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…