[Hiring] Applications Support Analyst @Sword Group

Role Description

We are seeking an experienced Applications Support Analyst to provide general application support across a suite of desktop-installed and cloud-based applications that are critical to our customers’ business operations.

• Deliver 2nd and 3rd line support across multiple customer environments.
• Triage, diagnose, and resolve incidents and service requests relating to business and technical applications, including both off-the-shelf and bespoke solutions.
• Support and maintain applications integrated with Microsoft 365, Dynamics 365, SharePoint Online, and Power Platform solutions.
• Manage and liaise with third-party software vendors to drive issue resolution, patching, and root-cause analysis.
• Act as an escalation point for complex troubleshooting initiatives, including 4th-line vendor engagement.
• Escalate unresolved issues appropriately to 3rd line internal teams or vendor support.
• Assist with the deployment, configuration, and enhancement of new applications and features.
• Create and maintain knowledge base articles and technical documentation.
• Collaborate with customer stakeholders and internal teams (Service Desk, Infrastructure, Engineering) to ensure effective end-to-end service delivery.
• Monitor application performance, incidents, and user feedback to identify trends and improvement opportunities.
• Maintain accurate and up-to-date records within the ITSM tool (e.g. ServiceNow).

Qualifications

• Proven experience in a similar Application Support Analyst role, ideally within an MSP or multi-customer environment.
• Experience supporting enterprise or departmental business and technical applications across a Windows desktop estate.
• Current experience managing application vendors during complex troubleshooting and escalation scenarios.
• Demonstrable experience working with application prerequisites and dependencies, such as Java, DirectX, or similar runtime components.
• Experience managing and troubleshooting external API calls, integrations, and data feeds between applications.
• Solid understanding of ITIL principles and service management processes.
• Strong troubleshooting, diagnostic, and problem-solving skills.
• Excellent communication and interpersonal skills, able to work effectively with both technical and non-technical stakeholders.
• Ability to manage multiple priorities in a fast-paced environment.
• Exposure to Microsoft Power Platform (Power Apps, Power Automate).
• Familiarity with Dynamics 365, SharePoint Online, and Microsoft 365 ecosystems.
• Experience using ITSM tools such as ServiceNow.
• Knowledge of SQL or database-driven applications.
• Basic scripting experience (e.g. PowerShell) to support automation and troubleshooting.
• Strong customer-focused mindset with a drive for service excellence.

Benefits

• Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth.
• Flexible working: Flexible work arrangements to support your work-life balance.
• A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan and more.