Senior Application Support Analyst

Job content

Job Introduction

We are recruiting for a Senior Application Analyst role to sit within our IT Helpdesk function supporting our COINS ERP system and reporting to the IT Service Delivery and Security Manager. The successful candidate will be responsible for the overseeing all support and administrative activities required on the system.

The Gleeson Helpdesk is key to supporting the day-to-day business needs. We are responsible for the smooth running of BAU activities, security of the business systems and applications and for the implementation of changes and upgrades to core business applications and systems. We care about process, governance and adoption ensuring we consider all stakeholders impacted through change.

In your role, you will be required to support the COINS ERP system both as an application administrator and end user support. You will monitor system performance and liaise with the SLT team to ensure change management controls are followed for upgrades and ad-hoc changes. You will deliver end user training to local and regional teams to ensure system processes are adhered to and deliver efficiencies through best working practice.

You will create and maintain documentation pertaining to the ERP system, leading the process from inception to delivery and early life support.

JIRA will be the mechanism for recording new Demand and managing projects. This will require you to understand the concept of Epics and Stories. Describing problems and requirements clearly and concisely are measurable using acceptance criteria principles.

To be effective in your role, you must be able to collaborate and communicate effectively with various business functions, working closely with our users to understand their needs, wants and challenges.

For the successful candidate, this is a permanent position with a competitive salary and benefits on the successful completion of the probation period.

Role Responsibility

• Responsible for providing support, maintenance and changes to ERP (COINS) and all other business applications
• Subject Matter Expert for ERP (COINS) and all other business applications
• Provide continual coaching, guidance, training, upskilling and mentorship to other members of the team, especially with ERP systems
• Working within the helpdesk function to assign incidents within the team and see them through to resolution
• Provide overall application support, including monitoring of helpdesk system for any application related issues providing an escalation point for 2nd line support escalations to ERP issues
• Liaise with 3rd party application providers to resolve any support issues logged, through to conclusion
• Contribute to reviews with 3rd parties and suppliers in relation to software and services provided
• Support the Business Analyst Team and wider IT Team in ticket review, problem solving and resolution. Suggesting improvements through the demand process.
• Works within project team to deliver change and release deployments within the ERP system, extended to user acceptance and regression testing in the delivery of projects
• Working with BA and Architect functions to create best working practice SOPs and KB articles feeding into high level integration design documentation
• Working with the BA team to provide reporting and analytics on system data
• Providing support to regional teams including regular face-to-face visits
• Supporting back-end functionality integrated with systems e.g. APIs, Data Feeds, ETL
• Responsible for providing excellent customer service in all interactions with customers
• Desktops, laptops and tablets user support up to 500+ users spread over 9 permanent sites and up to 85 temporary sites at present and currently increasing: - Resolution of all incidents both remotely and face to face Resolve issues as the first point of contact whenever possible Hardware build, configuration and deployment Windows 10 support Office O365 support Network printer support SharePoint Microsoft Teams Microsoft Autopilot/Intune Azure Active Directory
  

The Ideal Candidate

• Previous experience with COINS configuration, integration, upgrade and implementation of new modules.
• Comfortable working across several business functions/disciplines.
• Ability to manage multiple projects and tasks simultaneously assesses change impact and risks throughout the project lifecycle.
• Comfortable in an agile and fast paced environment.
• Superb stakeholder management and communication skills.
• Experienced facilitator of requirements workshops
• An analytical and methodical approach with an eye for detail whilst not losing sight of the big picture.
• Ability to work independently and with others.
• Extremely organised with strong time-management skills.
• A continuous improvement mentality.
• Experienced working with Microsoft applications (Excel, PowerPoint, SharePoint), JIRA and COINs.
• An eagerness to learn and progress.
  

Package Description

• Generous holiday entitlement of 26 days per annum + bank holidays
• Choice of company car or car allowance
• Discretionary Bonus Scheme
• Holiday Buy Back Scheme
• Company Pension Scheme
• Private Medical Insurance Scheme
• Healthshield membership
• Life Assurance Scheme
• The opportunity to join our Share Purchase Plan upon completion of a year working with Gleeson
  

Why Gleeson?

Gleeson is the best housebuilder in the UK, we are changing lives by building affordable, high quality homes where they are needed for the people who need them the most. At £130k our average selling price is half that of other housebuilders and this is what sets Gleeson out from the rest. We achieve this by working collaboratively, employing passionate individuals and are respectful to all our employees, customers and subcontractors.

Gleeson is a listed PLC valued at over £0.5 billion with a share price growing 14% pa over the last five years and is the most highly rated housebuilder on the stock market. Gleeson is a highly profitable business with ambitious growth plans and is poised to continue growing at a rapid pace. Dynamically led by the strongest management team in the sector Gleeson are delivering high margins, higher growth and have the cash resources to continue growing. To support this growth we are looking for ambitious, results driven individuals with a desire for progression to join our ever expanding team.

As an employee of Gleeson you will not just be an employee but a member of the Gleeson family, a collaborative team that treats each other with respect. Here at Gleeson we are passionate about developing and supporting our employees to work to the best of their potential and encourage progression from within.

Gleeson Homes