2 x Application Support Analyst

Job description

2 x Application Support Analyst

Airbus Defence and Space Newcastle

Airbus is a global leader in aeronautics, space and related services. In 2017, it generated revenues of € 67 billion and employed a workforce of around 130,000. Airbus offers the most comprehensive range of passenger airliners from 100 to more than 600 seats. Airbus is also a European leader providing tanker, combat, transport and mission aircraft, as well as Europe's number one space enterprise and the world's second largest space business. In helicopters, Airbus provides the most efficient civil and military rotorcraft solutions worldwide.

Our people work with passion and determination to make the world a more connected, safer and smarter place. Taking pride in our work, we draw on each other's expertise and experience to achieve excellence. Our diversity and teamwork culture propel us to accomplish the extraordinary - on the ground, in the sky and in space.

Description of the job

Have you supported applications / software before? Are you looking for “more than” a desktop or helpdesk role? Do you enjoy digging around, finding the root cause of problems and then rolling out the solution? Are you passionate about delivering good customer service and building a long term business relationship with your customers?

Then this is the role for you!

We are looking for a 2 x Application Support Analysts to join our Newcastle office.

The Application Support Analyst's role is to deliver support to end users with respect to Airbus Defence and Space software applications within the Public Safety sector. Primarily supporting operational data management (back office software applications), automated resource location (asset tracking), mobile data communications systems, emergency preparation and response systems.

You will be working on support issues that have already gone through the Customers 1st line response and therefore speaking to their technical people. The issues you could be dealing with are software bugs, running SQL reports / SQL queries and assisting with software upgrades and roll outs.

There is occasional UK travel for this role.

The successful candidate will need to gain UK Security Clearance in order to undertake related work in accordance with business needs.

Desired profile

Tasks & accountabilities

·  Responding to incidents in accordance with the customer's Service Level Agreement (SLA).
·  Progressing incidents and ensure incident history is updated via the Incident Management software tool.
·  Undertaking problem identification and resolution involving re-creation of the incident, configuration analysis, data investigation or by site visit if required.
·  Providing the ability to test the validity of customer calls using their own data
·  Providing support to the Software Development Team during fault investigation, development and emergency changes.
·  Conducting product demonstrations, implementations and training and to ensure product documentation is maintained.
·  Carrying out annual review meetings with customers and ensure all actions are followed up within the target timescale.
·  Attending exhibitions and support pre-sales initiatives with current or prospective customers as appropriate.

Required skills

·  Experience in a similar applications support / Software support role
·  Strong analytical and communication skills.
·  Strong general IT skills primarily in a Microsoft Windows environment.
·  Adaptability to changes in tasks / priorities and able to work under own initiative.
·  Acquire new skills and knowledge rapidly and share them with others.
·  Ability to cover Potential 24/7 on-call rota.

Any of the following would be desirable, but not essential as training will be provided:

·  SQL
·  Microsoft SQL Server
·  Oracle
·  ITIL awareness