Applications Support Analyst

🔥 0 minutes ago

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Sword Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🔒 Cybersecurity

SaaS • Cybersecurity • Cloud

Sword Group is a global leader in technology transformation, providing IT solutions and digital services to streamline business operations, improve quality, and reduce costs. With over 2,700 employees and more than 1,000 customers in 50 countries, the company offers expertise in software development, cloud services, cybersecurity, data and AI, and digital workplace solutions. Sword Group supports digital transformation efforts by leveraging Microsoft 365 and Azure, enhancing productivity, security, and data-driven decision-making. Additionally, they provide managed services and information management solutions to optimize the entire information lifecycle.

📋 Description

• Provide 2nd and 3rd line application support across multiple customer environments. • Triage, diagnose, and resolve incidents and service requests relating to business and technical applications, including both off‑the‑shelf and bespoke solutions. • Support and maintain applications integrated with Microsoft 365, Dynamics 365, SharePoint Online, and Power Platform solutions. • Manage and liaise with third‑party software vendors to drive issue resolution, patching, and root‑cause analysis. • Act as an escalation point for complex troubleshooting initiatives, including 4th‑line vendor engagement. • Escalate unresolved issues appropriately to 3rd line internal teams or vendor support. • Assist with the deployment, configuration, and enhancement of new applications and features. • Create and maintain knowledge base articles and technical documentation. • Collaborate with customer stakeholders and internal teams (Service Desk, Infrastructure, Engineering) to ensure effective end‑to‑end service delivery. • Monitor application performance, incidents, and user feedback to identify trends and improvement opportunities. • Maintain accurate and up‑to‑date records within the ITSM tool (e.g. ServiceNow).

🎯 Requirements

• Proven experience in a similar Application Support Analyst role, ideally within an MSP or multi‑customer environment. • Experience supporting enterprise or departmental business and technical applications across a Windows desktop estate. • Current experience managing application vendors during complex troubleshooting and escalation scenarios. • Demonstrable experience working with application prerequisites and dependencies, such as Java, DirectX, or similar runtime components. • Experience managing and troubleshooting external API calls, integrations, and data feeds between applications. • Solid understanding of ITIL principles and service management processes. • Strong troubleshooting, diagnostic, and problem‑solving skills. • Excellent communication and interpersonal skills, able to work effectively with both technical and non‑technical stakeholders. • Ability to manage multiple priorities in a fast‑paced environment. • Exposure to Microsoft Power Platform (Power Apps, Power Automate). • Familiarity with Dynamics 365, SharePoint Online, and Microsoft 365 ecosystems. • Experience using ITSM tools such as ServiceNow. • Knowledge of SQL or database‑driven applications. • Basic scripting experience (e.g. PowerShell) to support automation and troubleshooting. • Strong customer‑focused mindset with a drive for service excellence.

🏖️ Benefits

• Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth. • Flexible working: Flexible work arrangements to support your work-life balance. We can’t promise to always be able to meet every request, however are keen to discuss your individual preferences to make it work where we can. • A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan and more…..