Job Introduction
Associate Application Support Engineer
Here at BPP Education Group Product and Technology are looking for an analytical and detail orientated individual to join the Application Support team.
An opportunity has arisen for a customer focused and collaborative technologist to join the team as an Associate Application Support Engineer. You will be responsible for providing application support in production environments including diagnostic and cause analysis.
What if you read the description and don't meet every single requirement? We encourage you to apply anyway - we value diverse backgrounds and are committed to inclusivity!
Why work for BPP Education Group?
It is a great time to join BPP Education Group as we have enjoyed a sustained period of growth, offering a wealth of opportunities to our staff, students and clients. There are many more great reasons to join BPP Education Group such as:
- Brilliantly, you can study any of BPP’s courses for free – be it a professional qualification or full degree.
- With hybrid working available, you’ll be able to split your time between one of our centres and wherever you choose to call home.
- We also provide a generous annual leave entitlement of 30 days, and there’s a rewards package that includes retail discounts and much more.
Other key benefits include our Group Personal Pension Plan, dedicated private healthcare and dental plans that offer additional assurance to look after you and your family
What you’ll be doing
In this role you will support business requirements through provision of application services, support Product Go-To-Market Strategy for production environment, act as the operational technical agent for identified applications, and support tickets assigned to Application Support team within ServiceNow.
As such, you will be responsible for:
Key Responsibilities:
- Triaging and managing level 1 incident and request tickets using effective ticket management practices
- Diagnosing causes of incidents that are related to application services and implementing resolutions as per provided documentation and training
- Providing guidance, and support of business processes that use one or many applications or application services.
- Acting as operational technical analyst for identified applications, gaining through intranet documentation and training sessions.
- Liaising with other IT teams in support of applications maintenance and development activities.
- Assisting each line of business with opportunities for shared applications and common business efficiencies.
- Taking responsibility for: time management; reporting and monitoring; risk management; issue management; quality assurance; and change management.
- Working with other application team members as appropriate for the implementation of application related activities.
- Carrying out other tasks as agreed with the line manager.
What we’re looking for
To be successful in this role you will need to have a proven track record in the following areas:
Skills, experience & qualifications – Essential
- Familiar with using basic tools and software such as Microsoft Office365, Slack, JIRA, Service Now etc.
- Some IT support experience
- Have a keen interest in technology and willingness to learn
- Able to work independently, and manage your own time
- Able to work effectively remotely, utilising the communication tools available such as
- slack, Teams to communicate as needed with colleagues and users
- Ability to assess and prioritise, and escalate appropriately Skills, experience & qualifications
Desirable
- Experience of working within an IT Support team, providing 2nd/3rd line technical support of applications.
- Some experience and technical knowledge of Windows server environments
- Experience of working with a variety of software platforms and applications
- Knowledge and experience of using relational databases
- Able to acquire an understanding of a problem or situation and develop an effective approach to investigation and resolution
- Understanding or working knowledge of supporting SaaS (AWS, Azure) applications
- Awareness of Service Management disciplines (e.g., ITIL)
Please note that the successful candidate will be required to undergo a basic DBS check.
BPP Education Group are proud to be a Disability Confident employer so if you need any reasonable adjustments for the interview process, please just let us know!
BPP Education Group actively promotes equality of opportunity for all with the right mix of talent, skills and potential, and welcomes applications from a wide range of candidates. BPP will select candidates for interview based on their skills, qualifications and experience. Please note that for those posts that are exempt from the Rehabilitation of Offenders Act 1974, the successful candidate will be required to undertake a DBS check in addition to BPP undertaking any necessary online searches. This is deemed appropriate and necessary from a safeguarding perspective, and in line with BPP’s safer recruitment practices
BPP Education Group reserves the right to amend or withdraw this advertisement at any time prior to the closing date, should we receive a high volume of applications or if business needs change.
