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Saffron Housing Trust Logo Saffron Housing Trust · IT - Administration

Application Support Analyst

United Kingdom, Long Stratton, Norwich, Norfolk Employment contract 40000.00 GBP / Year · Job Posted April 12, 2026
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Job Description

We have an exciting opportunity for a Application Support Analyst to provide proactive and responsive support across our platforms to ensure high availability, strong performance, accurate data flows, and an excellent end-user experience.

Job Responsibility

  • Act as a second/third line point of contact for application-related issues, providing timely, professional support to users
  • Diagnose and resolve incidents, requests, and queries related to supported applications, using structured troubleshooting and root cause analysis
  • Monitor application performance, integrations, and scheduled jobs (where applicable), identifying issues before they impact services
  • Investigate recurring issues, identify trends and contribute to problem management to reduce repeat incidents
  • Support the end-to-end change lifecycle: impact assessment, testing coordination, scheduling, communications, and hyper-care
  • Build and improve the knowledge base to increase first-contact resolution and reduce dependency on individuals
  • Identify opportunities for automation, monitoring improvements, and process enhancements that improve reliability and user experience

Requirements

  • Degree level or equivalent in Computer Science or related field, or equivalent experience
  • Experience supporting business applications in a service environment (ideally off-the-shelf SaaS and/or hosted platforms)
  • Strong incident management and structured troubleshooting skills (including clear fault isolation and root cause thinking)
  • Experience working with third-party vendors and managing escalations effectively
  • Good understanding of ITIL-aligned service management practices (incident, problem, change)
  • Comfortable working with data and integrations (e.g., recognising interface issues, validation checks, basic SQL/report troubleshooting beneficial)
  • Hands-on experience with configuration, deployment, and environment management for supported systems
  • Excellent communication skills to support the creation and updating of knowledge base items for both technical and non-technical audiences
  • Confident communicator able to engage both technical and non-technical audiences
  • Proactive, innovative, and committed to continuous improvement
  • Collaborative, with mentoring and leadership capabilities
  • Customer-focused, with a commitment to improving services through data
  • Excellent influencing and negotiating skills
  • Excellent verbal and written skills
  • Strong understanding and exercise of risk management
  • Strong organisational and time management skills
  • Experience working in a busy, fast-paced workload, and managing multiple projects to meet deadlines

Nice to have

  • ITIL Foundation
  • MS Azure and/or Power Platform certification at a foundation level
  • Experience supporting CRM systems and/or scheduling/workforce management tools
  • Exposure to housing sector systems/processes (repairs, tenancy management, customer contact, scheduling)
  • Experience with service management tools
  • Basic understanding of API concepts, integration patterns, or middleware/iPaaS tools
  • Experience contributing to testing (UAT/regression), release coordination, or change governance

What we offer

  • Covers the membership fee of one professional body relevant to your job role
  • Excellent opportunities for training & courses
  • Generous holiday entitlement
  • Holiday Trading
  • Volunteer and study days
  • Enhanced Family Leave
  • Access to our Employee Assistance Program
  • Trained Mental Health First Aiders
  • Wellbeing check-ins
  • Aviva Pension Scheme (Saffron match up to 10%)
  • Life Assurance cover
  • Bupa Private Medical Insurance
  • Medicash Cashback Plan
  • Cycle to work scheme
  • Tusker Car Scheme
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