Application Support Analyst

Job Introduction

Job Description for Application Support Analyst:

There’s never been a more exciting time to be part of the nuclear sector. New opportunities are being created all the time. At NNL, you’ll be in the ideal place to capitalise on this momentum, face new challenges and develop a long, successful and meaningful career. 

We’re an organisation that’s here to experiment and push the limits of what’s possible. So, if you’re keen to excel in your chosen field, this is the place to do it. Because at NNL, anything is possible.

The role of the Application Support Analyst is to provide support to the IT Service Desk and wider NNL business for Enterprise and other Business Applications. They will also troubleshoot problems and implement configuration changes in line with the agreed CAB and governance processes.

Role Responsibility

Main Responsibilities for Application Support Analyst:

• Support the management of the Enterprise Applications strategy, lifecycle, upgrades and configuration changes in line with good industry practice and NNL governance processes.
• Support and triage as a 3rd line analyst for application incidents and requests within NNL's IT team using effective ticket management practices.
• Handle escalations from the IT Service Delivery function.
• Diagnosing causes of incidents that are related to application services and implementing resolutions.
• Liaising with Third party Vendors and escalating incidents.
• Taking responsibility for: time management; reporting and monitoring; risk management; issue management; quality assurance; and change management.
• Support and contribute to NNLs application reporting strategy.

The Ideal Candidate

Essential Criteria for Application Support Analyst:

• Experience working within an IT Support team, providing technical support of applications and their environments. Some development experience would be beneficial.
• Ability to understand and influence were applicable key stakeholders.
• Able to work in an agile way: role will require a combination of business analysis, technical understanding, and communication skills.
• Experience of working with a variety of software platforms and applications both on-premises and cloud-based as well as supporting bespoke applications.
• Experience of managing vendor relationships and holding Service reviews.
• Ability to quickly troubleshoot problems that may arise.
• Understanding of service desk and incident management methodology and operations.
• Ability to obtain SC level security clearance (this includes but is not limited to identity, employment, financial and criminal record checks plus 5 years’ worth of UK residency).

Desirable Criteria for Application Support Analyst:

• Experience of ITSM applications e.g (Cherwell, Service now).
• Some understanding of MS Teams, SharePoint 2016 / Online, O365, Power BI also working with Azure and AWS cloud platforms.
• Knowledge and experience of using of relational databases, including standard database technologies such Oracle, MS SQL Server.
• Able to understand and analyse code.
• Experience in the provision of IT end-user training.
• Articulate, clear, and concise communicator, with good presentation skills.
• Able to grasp new technical concept quickly, learn it, adjust with changing requirements and work in agile manner independently.
• Some understanding of SDLC’s and an understanding of when to apply each.
• Experience of working in accredited / regulated environments and required documentation, with knowledge of balancing business benefit with technology risk.

About the Company

Grounded in robust science and decades of experience, National Nuclear Laboratory (NNL) is the authoritative voice in the UK and beyond for technological development within the nuclear power sector.

Our unparalleled understanding of the science, challenges and opportunities makes us an unrivalled authority and partner in the field, providing experts, technologies, and access to cutting-edge facilities to organisations around the world.

Harnessing potential technologies and translating them into to industry-ready solutions means our pioneering approach spearheads international improvement and technological progress.

We work on projects as small as drilling a hole to analyse underground wastes with our integrated micro drilling technology, or as large as developing state-of-the-art power systems for spacecraft, based on radioactive materials

NNL has a vision for Equality, Diversity and Inclusivity (ED&I) where NNL aims to be an inclusive workplace that attracts diverse talent through transparent and equal policies and procedures. We want you and the diverse mix of people that we employ, customers that we service and stakeholders that we influence to feel valued. We encourage a workplace culture where everyone can thrive with a sense of belonging.

Recruitment Agency Notice

We operate a strict Preferred Supplier List (PSL) for the provision of recruitment services. Only agencies on our PSL may provide CVs and only when the role is released to them by our recruitment team. We will not accept unsolicited CVs from suppliers not currently on our PSL. We explicitly reserve the right to add candidate details from unsolicited CVs from non-PSL agencies into our own candidate database and to pursue/hire such candidate(s) without any obligation, financial or otherwise, to the agency concerned.

National Nuclear Laboratory