SENIOR APPLICATION SUPPORT ANALYST JOB DESCRIPTION

Somebody has to own the moment a production application breaks. An Senior Application Support Analyst is the person IT operations teams rely on when an incident exceeds what a junior analyst can resolve - working within ITSM frameworks, against contractual SLA windows, to diagnose and close technically complex failures before they widen. The role sits inside enterprise IT operations and carries real accountability: SLA compliance is tracked, breach history is visible, and the decision to escalate to a 3rd party vendor or absorb the issue internally falls here. ITIL-certified environments are the norm.

As the Senior Application Support Analyst, you own senior-level incident resolution and SLA compliance for a portfolio of production applications in a large enterprise environment, serving as the highest internal escalation point before issues reach external parties. You operate within an IT operations function, consulting to project stakeholders including PMs, BAs and testers, and coaching analysts at earlier stages of their careers.

Career Impact: Taking ownership of SLA-bound incident resolution at 2nd line senior level in enterprise IT sharpens exactly the production support track record that Application Support Lead and IT Operations Manager hiring panels look for.

Business Impact: When a production application goes down during business hours, every minute without resolution has a measurable cost to operations - this role is the technical decision point that determines how fast that clock stops.

Growth Opportunity: Hands-on work spanning scripting-level diagnosis, relational database querying, vendor negotiation and ITSM governance gives this role's alumni a technical breadth that feeds directly into solution design and service management leadership paths.

Company Value: At Sky, the freedom to push boundaries and hit targets comes with the support of one of Europe's largest entertainment brands and experiences exclusive to that environment.

• Monitor production application environments through scheduled start-of-day checks and continuous system surveillance to detect issues before users report them.
• Diagnose and own resolution of technically complex incident tickets, providing verified solutions or workarounds that close issues within contracted SLA thresholds.
• Escalate unresolved incidents to 3rd line support or external suppliers, maintaining clear and current status updates for affected users throughout.
• Liaise with 3rd party system solution providers on technical issue resolution, attending vendor and project meetings as required.
• Contribute to technical testing and scripted validation of bespoke application changes and releases before deployment to production.
• Produce operational reports covering incident volumes, SLA performance and system health for team leaders and business stakeholders.
• Mentor junior analysts on support procedures, troubleshooting discipline and adherence to agreed ITSM standards.
• Own Release and Configuration Management activities within the team's scope, in line with agreed change control processes.

• Bachelor's degree in Computer Science or a related field, or equivalent work experience.
• 3 or more years of application support experience, with demonstrated ownership of SLA-bound incident resolution in a 2nd line or senior capacity.
• Working knowledge of ITIL service management principles applied in a live production support environment, including incident, change and release management.
• Demonstrated ability to write and execute SQL queries against relational databases to support incident diagnosis and operational reporting.
• Solid Unix/Linux operating system skills, including navigating directory structures, editing files and running shell scripts.
• Strong written and verbal communication skills, including the ability to explain technical findings clearly to non-technical business stakeholders.
• Experience mentoring or coaching less experienced support analysts, with accountability for their development in a structured support team.

• Experience consulting to project delivery teams including PMs, BAs and testers during development, testing and release phases.
• Proficiency in shell scripting languages such as Perl, Awk or PowerShell for automating monitoring, reporting or routine support tasks.
• Familiarity with Windows Server administration including Active Directory groups and basic security configuration.
• Prior exposure to integration platform support, including messaging-based or middleware communication patterns.

• SLA compliance rate per incident category, reflecting how consistently tickets close within contracted time windows.
• Mean time to resolution for senior-escalated incidents, measuring speed of closure once this role takes ownership.
• Incident backlog count at end of shift, indicating how effectively workload is prioritised and handed across regions.
• First-contact resolution rate at 2nd line, showing how often senior diagnosis avoids further external escalation.
• Documentation currency rate, tracking the share of runbooks updated within the agreed review cycle.

• Base Salary Range: $78,000 to $105,000 per year
• Bonus: Annual performance bonus, typically 5–10% of base salary
• Equity: Not standard at this level in enterprise IT operations
• Health Benefits: Medical, dental and vision; standard employer contribution
• PTO: 15 to 20 days annually plus public holidays
• Common Perks: On-call allowance, ITIL certification support, professional development budget

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Work authorization in the United States is required; offers are contingent on verification of that status. Employment is also conditional on satisfactory completion of a background check, which may include reference and security vetting appropriate to client contracts. All applicants will be considered without discrimination based on race, color, religion, sex, age, national origin, disability, or any other characteristic protected under applicable federal, state, and local law. Reasonable accommodations are available to qualified individuals with disabilities upon request.

The  Senior Application Support Analyst owns financial planning and reporting processes for assigned EMEA markets, leading P&L, Balance Sheet and Headcount submissions while ensuring SOX and HCC/HCBI/IAPP compliance across all business plans. Working closely with the Commercial Support Manager and Business Unit Finance teams, this role shapes how FP&A Centre of Excellence outputs reach regional stakeholders and drives the standardisation that keeps consolidated reporting accurate and on time.

Key Responsibilities

• Lead and own P&L, Balance Sheet and Headcount business plans and ensure accurate and timely system submissions.
• Support the Commercial Support Manager and Business Unit Finance teams in all elements of Forecasting, Planning and Reporting.
• Prepare ad hoc reporting and performance analytics including GP analysis, price volume, Budget vs Actual, Sales Reports and Spend Optimization.
• Prepare monthly performance decks and BP/Forecast decks with first-line commentary, ensuring Bravo consolidation reporting is accurate and timely.
• Manage monthly reporting activities for assigned countries and understand tax model structures including Legal Entity changes.
• Analyse, interpret and review financial performance and meet all compliance requirements including SOX, J&J Records Retention and HCC/HCBI/IAPP.
• Drive process standardisation and continuous improvements in line with EMEA, MSM and FP&A CoE strategy, documenting SOPs, work instructions and process flows.
• Build strong partnerships with FP&A CoE and Regional Finance Teams and provide financial leadership on new service opportunities and key projects.

Required Qualifications

• Bachelor's degree with a financial certification in ACA, ACCA, CIMA, CPA, CMA or equivalent.
• Strong post-qualification experience in management accounting and decision support.
• Working knowledge of SOX, J&J Records Retention, HCC/HCBI/IAPP and related compliance frameworks.
• Intermediate to advanced proficiency in Microsoft Office; knowledge of SAP, Excel and financial planning tools such as TM1.
• Strong analytical, influencing and business partnering skills with ability to flex communication style across stakeholder levels.
• Strong business mindset with ability to anticipate competing priorities, recommend trade-offs and maintain on-time-zero-defect reporting.
• Fluent in English (written and oral).

Embedded within the enterprise IT team, the Senior Application Support Analyst delivers technical support and subject matter expertise across audio visual and unified communications systems, owning ticket resolution for AV and WebEx issues using IT Service Management principles. Working closely with Events teams, Executive stakeholders, 3rd party vendors and the broader IT function, this role advances the technical roadmap for AV equipment and drives Continuous Service Improvement across meeting space and large-scale event environments.

Core Functions

• Support Events and Executive Teams in delivering outstanding customer experiences across audio visual and conference systems in meeting spaces.
• Assist users with WebEx tools to facilitate virtual collaboration, including development and delivery of training on WebEx's product suite.
• Complete all ticket management actions using IT Service Management principles, including detection, recording, classification, investigation, escalation and resolution of AV and WebEx issues.
• Manage 3rd party vendors contracted to provide AV services including vendors, manufacturers and video production companies.
• Act as subject matter expert for the IT Team, maintaining the technical roadmap for AV equipment in the Executive Briefing Center.
• Create and maintain supporting documentation including technical documents, user guides and how-to articles.

Define, configure and manage all AV equipment per manufacturer recommendations and industry best practices.

Drive Continuous Service Improvement through development of relevant policies, processes and work instructions, and act as principal sound engineer for large-scale events.

Qualifications & Experience

• Bachelor's degree in Sound Engineering or minimum 3–5 years of AV support experience in enterprise-level organisations, C-Suite teams or large event centres.
• Certified Technology Specialist (CTS); CTS-D or CTS-I a plus.
• Experience designing, running and troubleshooting live events and video streaming services.
• Proficiency in commissioning AV and IT systems including audio DSP, video codecs, collaboration protocols and cabling/connection methods.
• Experience with networking, unified communication technologies and audio and video editing applications.

Reporting to the Team Leader, the Senior Apps Support Analyst delivers responsive application support and incident resolution for a large-scale entertainment technology environment, owning the diagnosis and closure of technically complex tickets within agreed SLAs. Partnering with 3rd party solution providers, project teams including PMs, BAs and testers, and internal IT colleagues, this role contributes to continuous improvement of support standards and ensures operational reports accurately reflect system performance.

Primary Duties

• Provide responsive application support to achieve objectives agreed with the Team Leader, and deputise for the Team Leader as required.
• Analyse technically challenging incident tickets and take ownership of issue resolution, providing solutions or workarounds to enable closure.
• Liaise with 3rd party system solution providers on issue resolution and attend meetings as required.
• Ensure application support standards and processes are implemented and contribute to their continuous improvement including system monitoring, process change and testing.
• Ensure support requests are efficiently logged and tracked through to resolution within agreed SLAs.
• Contribute to technical testing and support of bespoke systems using scripting and programming languages.
• Assist in the creation of operational reports using SQL, scripting tools and spreadsheet applications.

Skills & Qualifications

• 5+ years of Application Support experience within a large-scale organisation.
• Experience working with project teams providing support and consultancy to PMs, BAs, testers and developers.
• Working knowledge of ITIL service management principles.
• Strong SQL skills on Oracle, SQL Server or Ingres; Unix/Linux skills including shell scripting and Cron tab scheduling.
• Proficiency in Perl, Awk, Shell and PowerShell scripting; basic knowledge of Windows Server including AD groups and security; familiarity with VB .NET/C# and integration platforms desirable.
• Strong analytical and problem-solving skills with ability to work independently and manage priorities.

Sitting at the intersection of regulatory compliance and post-market quality operations, the Senior Apps Support Analyst manages Post Market Projects and ensures adherence to US and international standards including 21 CFR Parts 820 and 11, EN ISO 13485 and the Medical Device Directive. Operating across global Post Market sites, Regulatory teams and Quality functions, this role enables patient safety commitments to be met through audit-ready documentation, SOPs and cross-functional collaboration.

Duties

• Manage Post Market Projects and ensure compliance to US and international regulatory requirements.
• Provide connectivity and collaborate with Post Market sites and local and international Regulatory and Quality teams.
• Provide audit support including backroom and storyboard preparation.
• Assist with updates to impacted SOPs and Work Instructions and identify training needs prior to integration.
• Demonstrate primary commitment to patient safety and product quality by maintaining compliance to the Quality Policy and all documented quality processes.
• Participate in the Global Post Market Community and work independently across the organisation.

Education & Experience

• Bachelor's degree, preferably in a scientific or technical discipline.
• Minimum 5 years of medical device industry experience.
• Working knowledge of FDA, ISO, MDD and medical device quality standards including 21 CFR Parts 820, 210, 211 and 11, Medical Device Directive, EN ISO 13485, EN ISO 14971, IEC 60601 and EN 62366.
• CAPA experience and project management skills with ability to manage multiple small projects.
• Proficiency in Microsoft Office Suite and statistical analysis tools.
• Effective technical writing, oral communication and presentation skills.
• Ability to work independently with minimal supervision; travel approximately 10–15% of the time.

A key member of the IT operations team, the Senior Application Support Analyst builds incident management capability by logging, diagnosing and resolving application issues escalated from end users, while mentoring junior team members and managing Release and Configuration Management activities. Collaborating across 3rd line support, external suppliers and internal stakeholders, this role ensures workload is prioritised within contractual SLAs and that all support activity meets company policies, procedures and standards.

Functions

• Log and diagnose incidents received from end users via phone and email into the Incident Management System.
• Progress and resolve incidents with escalation to 3rd line support and external 3rd parties including suppliers as required.
• Perform proactive application checks and system monitoring and ensure customers are kept updated on incident progress.
• Prioritise and manage workload within contractual Service Level Agreements, working to an agreed rota-based shift pattern.
• Mentor and coach team members and manage Release and Configuration Management activities.
• Work in accordance with company policies, procedures and standards.

Requirements

• Degree in Computer Science or a related field.
• Minimum 3 years of IT experience in application support; at least 2 years in a 2nd line senior role with mentoring responsibility.
• Good technical knowledge of Windows and Linux operating systems and Microsoft SQL and Oracle database technology and query tools.
• Strong communication and customer service skills with ability to converse effectively using technical and non-technical terms.
• Employment subject to right to work in the UK, satisfactory references, BPSS and/or Security Clearance vetting as required by client contracts.

Reliable access to healthcare data depends on the Apps Support Senior Analyst, who delivers post-implementation client support and ongoing technical project management within Revenue Cycle workflow solutions across a matrix organisation. Based within a healthcare technology environment where accuracy is non-negotiable, this role serves as the triage point for escalated issues and drives data-driven problem-solving across teams with varying levels of technical knowledge.

Accountabilities

• Support clients post-implementation with high-quality communication and diagnostic support across multiple products with different configurations.
• Provide ongoing technical project management within Revenue Cycle workflow solutions.
• Innovate and improve existing processes while serving as a triage point for urgent or escalated issues.
• Manage projects and tasks to completion and on schedule, analysing challenging questions to drive data-driven results.
• Contribute to the team's knowledge base and drive creative problem-solving across diverse teams with varying levels of technical knowledge.

Experience & Qualifications

• Bachelor's degree or higher in Business, IT or a related field.
• 2+ years of experience in client-facing technical support in a matrix organisation, including troubleshooting web-based or SaaS applications.
• 2+ years of experience in the Healthcare industry; project management experience.
• Experience with SQL databases.
• Proficiency in Microsoft Office Suite including Excel, Word, Outlook and PowerPoint; experience with Customer Relationship Management tools.