Application Support Analyst

Digital & Technology at UAL is on an exciting journey, transitioning from a 'classic' IT approach to a user-centered product approach to technology. We are investing in our people, and the processes enabled by digital, to evolve and transform the student and staff experience at UAL.

As an Application Support Analyst, you will provide specialist support within the Student Support Services team, developing and maintaining services that help students access information and book resources at the university. You will be part of a multidisciplinary product team that includes software development, delivery, product, business analysis and UX design.

There is a mixed portfolio of internally managed products and third-party SaaS based solutions, all of which need varying levels of support. You will liaise with internal teams and external suppliers to investigate, diagnose and contribute to the resolution of incidents and service requests.

In this recruitment round, we are seeking an Application Support Analyst to work across our Student Support Services team as we focus on creating and enhancing a seamless and reliable digital experience.

Experience

• Strong experience of supporting and maintaining enterprise and bespoke applications, including third-party SaaS solutions and on-prem data solutions
• Experience of working in a product team or multidisciplinary agile team
• Experience of managing customer relationships and third-party suppliers
• A good understanding of ITIL service management processes and experience of using a service management tool
• Effective oral and written communication skills
• Ability to communicate with people at all levels, including the ability to problem solve

UAL is a world-class university, shaping the creative industries worldwide, and staff have access to a range of benefits, training and personal development to recognise and reward the contributions they make, and to encourage excellence, creativity and diversity, including:

• Competitive salary package of £39,644 to £50,925 per annum, depending on experience
• 31 days annual leave plus public holidays
• Generous, defined benefit pension scheme
• Family-friendly policies, including 26 weeks of full maternity or paternity pay

For more information on UAL, and Digital & Technology, please visit the dedicated microsite

HAYS Technology have been retained by University of the Arts London to manage the search and recruitment of this role. For all enquiries, please contact Liam Cornelius-Rumsey at Hays Technology.