Reporting into the Business Applications Team Lead, the Business Applications Support Analyst will provide a full range of second line support activities under the ITIL framework for the business application teams’ portfolio of applications. The Business Applications Support Analyst will have the following main duties and responsibilities:

• Assisting the business users by resolving issues with the Business Applications portfolio. Providing active management of the call queue and initial response to the user, ensuring Service Level Targets are met. The post holder will take ownership of some of the Application Inventory with responsibility for production software release, through ITIL Change Management.
• Providing the Business Applications Team Lead with call reporting measurements and statistics.
• Monitoring and reporting application software licencing and entitlements.
• Understanding and translating between user / business requirements and technical suppliers / colleagues.
• Liaising with software suppliers to ensure cost effective, consistent, robust and reliable solutions are implemented and maintained to the quality and SLAs agreed.
• Reviewing change / enhancement requests to ensure there is a business justification and that they are cost effective and technically sound.
• Ensuring all application documentation is maintained in accordance with prevailing practices.

Qualifications / Experience:

• A Degree qualification in a relevant IT / Computing Science subject is essential.
• ITIL certification is essential.
• A BCS qualification, or similar, would be preferred.
• Previous and recent experience in a similar Business Applications Support Analyst type role, within the oil and gas industry, is essential.
• Direct employment experience in a similar role with an oil and gas operator would be highly desirable.
• Applicants will be expected to possess a strong understanding of the Application Landscape within the oil and gas sector.
• Applicants will be expected to have the ability to programme, and have experience with, relational databases such as SQL, VBA and web technologies.
• Applicants will be expected to possess a good understanding of server technologies.
• Applicants will be expected to be familiar with structured project methodologies (e.g. Prince2) and have some project management skills.
• Applicants will be expected to possess a working knowledge of ServiceNow, or a similar call management system.
• Applicants will be expected to possess knowledge of the Software Development Lifecycle, as well as Testing Cycle techniques.