Application Support Analyst (FTC)
Job Description
Job title: Application Support Analyst (FTC)
Company: Ocado
Job description: Application Support Analyst | Mid Level | FTC | System Operations | Hatfield | Hybrid (2 days office)Please note, this is a 12 month Fixed Term ContractAbout us:Ocado Technology is putting the world’s retailers online using the cloud, robotics, AI, and IoT. We develop the innovative software and systems that power Ocado.com, the world’s largest online-only grocery retailer as well as the global ‘Ocado Smart Platform’. With everything from websites to fully autonomous warehouses that we design in-house, our employees need to be specialists in a wide range of technologies to help drive our business. We champion a value-led culture to get our teams working at their very best and to help create a collaborative working environment that our people love.About the role:Working within the Systems Operations team, this role provides key frontline support for a number of key business applications.The role will involve resolution of support issues and liaising with the vendor for these applications and transitioning further application in Business applications. You will act as an escalation point for the business – for technical issues and queries; whist being involved with change requests from the initial request through to implementation into the production environment. You will also support the business and end users in adaption of new applications.The successful applicant will have had experience in the following areas (with customer-facing skills preferred, ideally):
- Working with bespoke applications, ideally in SQL, Java, HTML, Networks, IT infrastructure, scripting, Integrations.
- The ability to understand and learn new applications quickly (Both Functionally and Technically)
- Strong troubleshooting and problem solving skills.
- The ability to support end users with the above and liaising with third parties vendors for escalation.
- Configuration Management.
- Experience in ITSM frameworks and how support and change is delivered.
- Run Release and upgrade management for said applications
- Fully aware and capable of finding root causes to issues and liaising with cross functional teams within Group IT.
- Identifying and documenting business requirements and configuration.
- Support the Vendor through full testing lifecycles and Go Live including test script creation.
- Assist with risk management and change management on projects.
- Advising users on options, risks, and any impacts on other processes or systems
- Completing tasks efficiently and in a timely manner
- Work closely with business users for continual service improvement. Building rapport and credibility.
- Manage your queue of incidents through to resolution. Ensuring that the resolution is fully documented and working with vendors if you are unable to resolve yourself.
- The ability and experience of impact assessments of change.
- Document key process and How to Guides to support other team members and knowledge share as the team grows.
What we’re looking for:
- 2+ years working within an application support or helpdesk role with custom or bespoke applications.
- Ability to demonstrate functional knowledge of applications
- Troubleshooting problems, including functional replication of issues
- Experience of change control management
- Experience of release management
- Ability to communicate effectively with end users and senior management
- Professionalism: Being responsive, reliable, and putting the customer first. People you can depend on.
- Expertise: A commitment to using the right trusted resources.
- Preferred: Related application programing languages certifications. Java, Oracle, SQL, .Net
What do I get in return:
- 30 Day ‘work from anywhere’ policy +
- Remote working for the month of August
- 25 days annual leave, rising to 27 days after 5 years service (plus optional holiday purchase)
- Pension scheme (various options available including employer contribution matching up to 7%)
- Private Medical Insurance
- 22 weeks paid maternity leave and 6 weeks paid paternity leave (once relevant service requirements complete)
- Train Ticket loan (interest-free)
- Cycle to Work Scheme
- Opportunity to participate in Share save and Buy as You Earn share schemes
- 15% discount on Ocado.com and free delivery for all employees
- Income Protection(can be up to 50% of salary for 3 years) and Life Assurance(3 x annual salary)
