Location: Ealing / Hybrid (some office attendance required)
Salary: £39,857-£45,000 (dependent on experience)
Contract type: Permanent – Full Time (35 hours per week, Monday to Friday)
DBS Level – Basic
Help colleagues get the best from the applications they use every day
Are you experienced in supporting business applications and helping users solve system and process-related issues? Do you enjoy translating technical information into clear, practical guidance and identifying ways to improve system use, user experience and data quality? If so, this could be the opportunity for you.
We’re looking for a Business Applications Analyst to join our Applications Support team within Information Technology. You’ll provide functional, user-focused support across a portfolio of SaaS and enterprise business applications, helping ensure our systems are used effectively, consistently and in line with agreed business processes.
Acting as a key link between business users, Product Owners and technical teams, you’ll resolve day-to-day application issues, improve users’ confidence and capability, and help reduce recurring support demand. You’ll also work closely with colleagues across IT and with external application providers to improve system adoption, service performance and data quality.
Key Responsibilities
* Provide second-line and third-line support across our business applications, resolving incidents and service requests within agreed timescales and to a high standard
* Act as a key point of contact for business users, responding to system queries and providing clear, practical guidance on application use and business processes
* Help colleagues understand how applications are designed to be used, promoting consistent working practices and adherence to agreed processes and controls
* Engage proactively with users and stakeholders to identify incorrect system use, areas of misunderstanding and process gaps that may be increasing support demand or affecting data quality
* Deliver user training and knowledge-sharing activities that help colleagues use business applications confidently and effectively
* Work closely with the Applications Support Manager and Product Owners to identify opportunities to improve services, system usability and business processes
* Monitor incident trends and recurring issues, contributing to problem management and recommending preventative improvements
* Support the transition of new and changed services into business-as-usual operations through user-readiness activities, documentation and knowledge transfer
* Follow IT Service Management processes, including Incident, Problem, Change and Knowledge Management, while maintaining clear and accurate records
More About You
* Experience working in housing or a similar sector
* An ITIL or equivalent service management qualification
* Experience supporting business applications in a user-facing environment
* Experience using NEC system (highly desirable)
* The ability to provide clear, practical guidance to colleagues with different levels of technical knowledge
* Strong problem-solving skills, with the ability to identify root causes and recommend practical improvements
* Experience working with third-party support providers and managing escalations
* A good understanding of IT Service Management processes, including Incident, Problem, Change and Knowledge Management
Choosing us is easy
As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life.
We offer a wide range of staff benefits. For this role, these include:
* 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
* Up to 8% contributory pension
* Flexible working
* All permanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family
Inclusion at A2Dominion
We’re proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the minimum criteria. Reasonable adjustments are available throughout the process - just contact our Resourcing Team
We know some people may hesitate to apply unless they meet every requirement.
If that’s you, we’d still encourage you to apply - or get in touch with us to talk it through.
At A2Dominion, we value diversity, embrace flexibility, and are a family-friendly employer. Everyone belongs here. Join us and help make a lasting difference in the lives of our customers.
This vacancy is being managed by Danny Banks. The role closes on 1st October and we reserve the right to close early upon appointment of the right candidate
Salary description
£39857.00 - £45000.00 per year