Job Description

Key Responsibilities

• Deliver high-quality support services to ensure the smooth operation of live applications
• Investigate and resolve issues promptly, with minimal impact on users
• Implement working practices to support iterative/agile development and/or cloud-based applications
• Monitor application performance and identify areas for improvement
• Provide guidance and training to users on new software releases and updated features
• Devise permanent or temporary corrections and workarounds for faults and errors
• Adhere to established safety, security, and quality standards
• Capture user feedback to inform future application development
• Implement general or site-specific modifications as required
• Update documentation to reflect changes and enhancements
• Maintain application data accuracy and integrity
  
  

Technical Skills

• Strong understanding of software applications and their maintenance
• Experience with application management software and tools (e.g. monitoring, logging, incident management)
• Familiarity with agile development methodologies and cloud-based technologies
• Excellent problem-solving skills and ability to troubleshoot complex issues
• Strong communication and interpersonal skills to work effectively with developers, users, and other stakeholders
• Ability to analyze data and identify trends to inform application improvement
• Knowledge of quality standards (e.g. ISO, Agile) and experience with testing methodologies
  
  

Required Certificates

• SFIA-3 certification or equivalent
• Minimum 2 years' experience in an application support role
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Strong attention to detail and ability to maintain accurate records
• Familiarity with ITIL principles (optional but desirable)
  
  

Nice to have

• Experience with cloud-based applications and platforms (e.g. AWS, Azure)
• Knowledge of scripting languages (e.g. Python, PowerShell) and experience with automation tools
• Certification in a relevant area (e.g. ITIL, agile development)
• Experience working in a fast-paced, dynamic environment
• Familiarity with DevOps principles and practices
  
  

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