Application Support Analyst

About the Job

We’re Anthony Nolan. We’re here to uncover the answers inside us. Answers for people with blood cancer and blood disorders. Answers that will not only improve lives today but save them tomorrow.

By uniting people and science, we’re growing our world-leading stem cell register, so everyone who needs a transplant, can find their lifesaving match. We’re currently giving four people a day another chance to live.

Driven by patients, backed by stem cell donors, and powered by science, we won’t stop until we’ve unlocked the cures, treatments and transplants that will transform the future for more patients. And together, we can reach the remarkable day where every patient who needs us can not only survive, but thrive.

If you're inspired by this vision, and feel you have the skills and experience we need to help achieve it, we'd love you to join our lifesaving team.

We are looking for a Application Support Analyst to join our Technology team.

Title: Application Support Analyst

Salary: £38,500 - £44,000 per annum

Contract: Permanent

Hours: 35 per week (standard Anthony Nolan working hours)

Location: Hybrid, with head office in Hampstead, London

A successful candidate will be able to quickly and efficiently analyse issues reported via our support tracking system, break them down, liaise with users and either resolve the issue or liaise with our development team to ensure a fix is available on a timely basis.

You will build strong working relationships with our users and development teams, gaining an understanding of their practices and processes to ensure our systems are effectively supported. The Application Support Team provides assistance to users across Anthony Nolan, including Donor & Transplantation Services, Patient Services, Laboratories, Cell & Gene Therapies, Fundraising, Marketing & Communications, as well as core functions such as HR, Payroll, and Finance.

Reporting to the Application Support Manager you will work closely and collaborate with data analysts, application developers, strategic partners, and our Product team to ensure our systems are supported in accordance with Anthony Nolan’s Strategy.

Key Responsibilities

These include but are not limited to:

• Providing rapid response and effective resolution to incidents.
• Maintaining the highest level of customer satisfaction by providing proactive support.
• Deliver outstanding customer service. You will enhance the support experience, demonstrating a high level of user engagement, and developing strong relationships with all users.
• Ability to handle escalation effectively.
• Collaborating closely with users to capture and document requirements ensuring these are agreed and signed off.
• Contributing to the team’s knowledge base for the operation of the program by users and wider technology team.
• Working closely with the Application Support Manager to continuously improve our support, development, and deployment processes to:
  • Reduce manual intervention
  • Minimise disruption to operations
• Working with the development teams to ensure that all deployed systems have adequate monitoring and alerting.
• Effectively communicate with customers to provide information and manage expectations.
• Identify and manage the timely escalation of tickets that have been allocated to you, liaising with others in the wider business as appropriate.
• Oversee demanding situations and use your adaptability, resilience, and resourcefulness to find solutions.
• Applying knowledge of industry standards, trends, and developments to improve our digital offering.
• Undertaking any reasonable task requested by the Application Support Manager.

Essential Attributes?

• Microsoft Dynamics 365 experience.
• Working knowledge of Microsoft Azure.
• .NET application support experience.
• An innate problem-solving ability.
• Strong collaborative skills.
• Strong interpersonal skills, including good written and verbal communication.
• Can work on your own initiative as well as part of a team. Be organised, analytical, make sound decisions, prioritise, work on concurrent issues to deadlines and seek resolutions.
• Experience of Jira Service Desk or other ticketing systems.
• Ability to listen, learn and improve within the role, and a commitment to continuous improvement.

What’s in it for you?

• A competitive salary
• 27 days annual leave, pension scheme, childcare vouchers, access to counselling via a 24-hour Employee Assistance Programme
• A stimulating work environment full of opportunities to learn and develop
• Life Assurance of four times annual salary
• Travel season ticket loan, Cycle to work Scheme
• And more! (further details on our Life at Anthony Nolan page)

Please check out the full job description here, and you can read more about what to expect on the Our recruitment process page.

Please note: We encourage you to apply as soon as possible – this advert may close early if we receive a high volume of strong applications.

Release your remarkable, join our team and give someone another chance to live.

Anthony Nolan is a Disability Confident Committed and Living Wage accredited employer.

All applicants must be able to demonstrate the right to work in the UK.