Applications Support Analyst

About the role

Fixed Term Contract until 31/03/25 (with potential for extension)

Embark on a fantastic opportunity to play a pivotal role in supporting our systems and applications. We are in search of a dedicated and experience individual to join our dynamic team as a 2nd Line Applications Support Analyst. As the first point of contact within the Applications Support team, you will serve as the go-to expert, providing comprehensive technical expertise and customer-focused support for the critical IT applications used by the Council. This is your chance to make a significant impact and contribute to the seamless functioning of our essential systems.

What will you be doing?

In this role you will demonstrate technical skills, resolving complex issues, supporting the application and its users, and improving service quality and customer satisfaction. A typical day will include:

Incident and Request Resolution: Monitor and manage support call queues, conduct thorough investigations, and efficiently resolve incidents and service requests. Offer technical advice and consultancy to users and colleagues within DTI Services when needed.

Support Operations and Documentation: Ensure applications are supported in accordance with service level agreement. Maintain technical instruction manuals, support documents and procedure notes to support the key applications.

Project Support and System Changes: Serve as a valuable resource in development projects, assisting with tasks such as development and testing. Facilitate the successful handover of applications to the Applications Support Team, adhering to agreed change management procedures.

About you

As an Applications Support Analyst you are someone with the ability to analyse complex issues, swiftly identifying potential solutions through a sound analysis of available information. Thriving under pressure, you have a talent for prioritising conflicting demands and meeting challenging deadlines. Your capacity to take ownership in a support situation showcases your commitment and reliability.

We’re looking for someone who is passionate about problem solving and has a natural liking and understanding for technology. Strong communication skills are a must, as you’ll work seamlessly with both technical and non-technical users. Attention to detail is second nature to and you’ll thrive on multi-tasking.

Is this you? If so, we’d like to hear from you.

Within your application, please use the Supporting Statement section to explain how you fulfil the essential criteria from the Job Description.

About us

We’re a new council, following one of the largest shake-ups in local government reform in recent history. As a new authority, we’re embarking on an exciting journey to deliver exceptional services for our residents, customers and communities.

Our vision at West Northamptonshire Council is ‘to make West Northants a great place to live, work, visit and thrive’. We truly stand by this and work hard every day to make this a reality. Our corporate values, THRIVE, stand for: Trust, High Performance, Respect, Innovate and Empower, they underpin everything we do and how we deliver services.

Hear more from our Chief Executive, Anna Earnshaw, about what it's like to work at West Northants Council https://youtu.be/lV0EfeUF4aU

At West Northants Council, it’s about our people. People who thrive with ambition, bubble with new ideas, demand better ways of working, caring about every detail, and who never shy away from a challenge. Our culture is a gateway for new experiences. A place to forge new opportunities. To empower you in your career and unite you with like-minded people.

When potential is unlocked, talent thrives.

Choose a career that offers you a true sense of achievement, fills you with pride and challenges you in a positive way, every day.

West Northants Council, where careers thrive.

Should you require the Job Description in another format or language, please contact: Careers@westnorthants.gov.uk

Our benefits

We offer a wide range of benefits to our employees, these include:

• Generous annual leave entitlement starting at 28 days annual leave per year, 29 days for senior managers (pro rata, depending on how many hours per week you work), plus bank holidays. An additional 5 days, linked to continuous service, and ability to purchase up to 6 weeks additional leave per year.
• Cycle to Work scheme.
• Local Government Pension Scheme plus immediate life cover (3 times your annual salary from day one) and ill-health protection.
• Employee discounts with local and national retailers, days out, finance, health and beauty, travel and eating out plus lots more.
• Car Lease scheme
• Payment of professional subscription / membership - If your job description requires that you are registered with or are a member of a professional body, WNC will pay for your professional subscription or membership fees.
• Employee Assistance Programme - We have an employee support programme run by Health Assured, an independent, external organisation. Health Assured is available for you and your immediate family members, 24 hours a day, 7 days a week, 365 days a year and includes telephone counselling, legal advice, bereavement support and medical information.
• Ongoing training and development opportunities.
• A variety of flexible working options to support your work/life balance, including full or part time, term time, 9-day fortnight, etc. (subject to business needs).
• Our West Ways of Working – We want our workforce to thrive, and we equip our employees with the right technology to support hybrid and collaborative working, on or off site, depending on the role.
• Making a difference - If you want to use your skills and experience with an organisation that are genuinely invested in making a difference, are committed to improving people's lives, and whose success has a direct impact on the wellbeing of your family, friends and people in your local area, then West Northamptonshire Council is the place for you.