Title: Applications Analyst

Location: Sefton

Division: Local IT Teams

Reports to: TBC

• Are you ready to drive digital transformation and innovation within a dynamic organisation focused on delivering exceptional public services?

• Do you have a passion for helping clients harness the power of technology to solve complex challenges and improve experiences?
• Do you want to have the opportunity to assist in the effective delivery of an application support service to users of Sefton Council’s business applications.

If so, we would love to hear from you!

ABOUT US

Agilisys is at the forefront of digital transformation and innovation in the public services sector. With over two decades of experience, we have established ourselves as a trusted partner for governments, local authorities, and organizations nationwide. Our mission is to empower our clients to deliver exceptional public services by harnessing the full potential of technology and data.

OUR VALUES

Partnership: we become one team and family with organisations, helping them to navigate change and stay agile.

Integrity: our people really care, going beyond the brief to make change happen for organisations and citizens.

Innovation: we bring together the right technologies and services to design solutions that work.

Passion: we are passionate about - and dedicated to - public services and improving people’s lives.

THE ROLE

Key responsibilities

The Applications Analyst is a vital role within Agilisys and this role will play a lead role in supporting multiple application environment upgrades and new application implementations [test, train and live], including system administration, front-end configuration, business objects 3rd party supplied universe upgrade installs, smoke testing and go live/prod support.

Specific duties

Depending on the project, you will need to be comfortable doing the following:

• Second-line support
• Ensure applications are functioning correctly.
• Manage customer liaison, pro-active feedback, and customer queries from service desk ticket creation to resolution within agreed SLAs.
• Advanced troubleshooting, analysing, diagnosing, and resolving issues.
• Cross-functional team-working and collaboration with third-line support/3rd party application suppliers, if necessary, for challenging issues to receive the attention they require.
• Maintain both assigned Council service desk calls and any related calls logged with 3rd party supplier service desks.
• Play a lead role in supporting multiple application environment upgrades and new application implementations [test, train and live], including system administration, front-end configuration, business objects 3rd party supplied universe upgrade installs, smoke testing and go live/prod support.
• Become a subject matter expert by on the job learning on assigned business application modules.
• Keep up to date with functional changes on business-critical application releases by subscribing to 3rd party supplier support portals, newsletters and release roadmaps.
• Understand front end user business processes, back-end database tables, views and entity relationship diagrams to develop or amend information outputs on business-critical applications, preferably using SAP Crystal reports and/or Microsoft SSRS, as and when required.
• Develop, implement, maintain and improve application support processes and procedures.
• Participate in an early/late service support cover rota within the application support team.
• Assist in maintaining the service’s application portfolio.
• Actively receive and share expertise with team members, through mentoring, coaching and knowledge management.
• Proactively cover/hand over application support activities, to maintain service continuity within agreed SLAs, during planned absences.
• Participate in any additional, out of hours support, including weekends as and when required, for which overtime will be paid.
• Responsible for any personal performance review training, objectives, SLA and KPI adherence.
• Deputise for the application support team lead, as and when required.
• Foster a collaborative approach by building and nurturing strong relationships with stakeholders, both within Agilisys and with external partners, to achieve shared goals and deliver exceptional outcomes.
• Embrace a culture of innovation and agility, proactively identifying opportunities for improvement and adaptation.

Opportunity

This role is an excellent platform for experienced professionals to take their career to the next level. You will provide second-line support, resolving logged incidents, problems and requests, in accordance with the agreed SLA. You will support the configuration, testing and implementation of new applications and major changes to existing applications.  You will assist in the production and development of business application information outputs,; and advocate cross-functional team-working.

ABOUT YOU

The ideal candidate will have a track-record in delivering results while embracing change and uncertainty. Excellent stakeholder management experience is essential to being successful in this role.

The Ideal Candidate

•  Essential Criteria, skills and experience:   
• Experience in a customer service environment.
• Previous experience working in a collaborative application support team role.
• Experience of supporting 3rd party supplied application software (client to server) within a local authority or a managed IT service for a local authority.
• Able to work under own initiative to provide required fixes and solutions.
• Previous experience supporting Oracle and SQL database applications.
• Excellent team-working skills but also the ability to prioritise and work independently on allocated tasks.
• Previous business application report development experience, preferably using Crystal or SSRS.
• Running SQL scripts.
• Working knowledge of Microsoft Windows.
• Working knowledge of Microsoft 365.
•  Desirable Criteria: 
• We encourage you to apply if you believe you meet our essential criteria, but we’re also keen to discover if you have:
• Experience of supporting children and adult 3rd party applications e.g. Capita One, System C (ContrOCC, Liquid Logic) and/or revenues and benefits applications e.g. NEC.
• Working knowledge of Windows application and web servers, IIS Manager (application service and IIS restarts), API integrations, certificate renewals and developing SQL scripts.
• Business Objects system admin and/or Universe import and exports.
• ITIL v4 Foundation certified.
• Qualities:
• Ability to work under pressure, prioritise work and deliver to agreed timelines and SLAs.
• Rapidly establishes credibility with clients & maintains a networking relationship.
• An inquisitive mind and a desire to learn and progress.
• Demonstrated problem solving and analytical skills.
• Flexible, proactive approach to work.
• Self-motivated, positive attitude.
• Excellent attention to detail.
• Acceptance of ownership.
• Excellent all-round organisational, written and verbal communication skills.
• Excellent stakeholder management.

• Passion for innovation and a commitment to shaping the future of public services.

WHAT WE CAN OFFER YOU:

This role will offer exposure to the right mix of challenges, within a culture that promotes continuous learning and development.

Benefits include:

• Enhanced Pension Scheme
• Health Insurance
• Private Medical Insurance
• Life Assurance
• Access to exclusive discounts and offers through the company’s “Perks at Work” scheme
• 25 days annual leave (with the option to buy more)

PROCESS

Simply submit your CV.

By submitting your CV, you understand that we have a legitimate interest to use your personal data for the purposes of assessing your eligibility for this role.  This means that we may use your personal data to contact you to discuss your CV or arrange an interview or transfer your CV to the hiring manager(s) of the role you have applied for.  You can ask us at any time to remove your CV from our database by emailing talentacquisition@agilisys.co.uk – but please note that this means we will no longer consider you for the role you have applied for.

We have a rigorous recruitment process, which we use for all our roles to ensure we attract the very best talent.

Individuals seeking employment at Agilisys must note that we see diversity as something that creates a better workplace and delivers better outcomes. As such, we are keen to maximise the diversity of our workforce and actively encourage applications from all. We encourage diversity through perspective, background, identity, and thought whilst also fostering an environment where everyone can express themselves regardless of your race, religion, sex, gender, colour, national origin, disability, or any other applicable legally protected characteristic. We are committed to continuing to nurture an inclusive environment and building a diverse workforce.