Application Support Analyst

Description du poste:

Who we are:
(COMPANY NAME) is a payment tech company on a mission to create the most empowering way to pay for anything, anywhere. Combining the best of debit, credit and savings, we give our customers the option to earn instant cashback or spread the cost of pricier purchases, completely interest free and with no late fees. Pretty great, right?
We've already done big things since launching in the UK in 2020. In our first 24 months, we gained a huge 3 million customers. And just 14 months into our journey, we earned double-unicorn status - the fastest company in Europe to do so *bragging-not-bragging*
There are some exciting projects coming up and we've got big growth plans. Want to join us?

The role
We're looking for an Application Support Analyst that can come in and hit the ground running with taking our new set of internal business applications to the next level. This role will be working closely with the Customer Service and Business Operations teams looking to bring a dynamic and fresh approach to the usage of the core applications in their departments. The successful candidate will have been in a similar role before and have a tenacious attitude to best practice and versatility. They will also be able to collaborate with the rest of the Application Management team on other day to day tasks ensuring (COMPANY NAME)'s Core application smooth operation. Caring for our customers, both internal and external is paramount.

Day to day responsibilities
* Be the main point of contact and expert on business applications used by other teams, as well as the core (COMPANY NAME) platform.
* Working closely with cross functional teams to understand their application needs and help them select the best platforms, provision, and support them.
* Technical investigation and analysis of incidents, problem replication and call closure to ensure customer satisfaction.
* Creating knowledge base articles to help our internal teams become self-sufficient.
* Supporting our customers by identifying and resolving deeper platform issues.
* Working with our data ensuring we store and process information securely and effectively.
* Working in an agile environment on systems which are critical for our customers.
* Continually improving our tooling, practices, and knowledge.
* Assist in ad-hoc technology support and technology related duties.

We're looking for ...

* An enthusiast who lives and breathes application and who is passionate about assisting internal and external teams to extract the most out of the platforms they use.
* An Engineer who is wholehearted about keeping our customers happy and our systems humming.
* Proven analytical skills and ability to problem solve.
* Understanding of business applications and processes.
* Proven track record in supporting the business' usage of business applications and processes.
* Understanding of APIs and integrations.
* Proven ability to implement best practice processes and application usage.
* Ability to manage own work pipeline as well as work as a part of a team.
* Strong awareness of data security best practices.
* Experience in working with SQL performing data-fixes and queries.

Bonus skills:
* Experience supporting AWS systems.
* Experience supporting Intercom or similar.
* Experience implementing and supporting business applications (E.g., CRM and ERP systems).
* Experience supporting REST integrated systems.
* SQL and/or Python scripting.
* Usage of low-code integration platforms.
* Exposure to caching systems like Redis or Memcached.
* Exposure to workflow management systems.

Benefits

Compensation & Savings
* Pension scheme - 5% employee contribution and 3% employer contribution
* Death in Service scheme - 3x your annual basic salary to nominated beneficiaries
* Income Protection - up to 75% of annual basic salary to cover long term injury or illness
Health & Wellbeing
* Private Medical Insurance including;
* GP consultations (video, telephone or face-to-face)
* Prescribed medication
* In-patient, day-patient and out-patient care
* Mental health support
* Optical, dental & audiological cover
* Physiotherapy
* Advanced cancer cover
* Menopause support
* Employee Assistance Programme including
* Unlimited mental health sessions
* 24/7 remote GP & physiotherapy
* 24/7 helpline for emotional & practical support
* Savings & discounts on everyday shopping
* 1:1 personalised wellbeing consultations
* Gym membership discounts
Family Friendly Policies
* Enhanced maternity pay
* Enhanced paternity pay
* Enhanced adoption pay
(COMPANY NAME) App Rewards
* 5% cashback in (COMPANY NAME) rewards on purchases through the app
* £200 (COMPANY NAME) rewards bonus for WFH set up
Learning & Development
* Professional Qualifications
* Professional Memberships
* Learning Suite for e-courses
* Internal Training Programmes
* FCA & Regulatory training
Workplace Perks
* Hybrid Working 3 days in office
* Casual dress code
* Work related social events
* Free fruit, snacks, and refreshments in the office