Salarioo

4 central teams. 10 capabilities. 4000+ end users.

Support Analyst (Applications)

£48,000 - £53,000 (+ Benefits)

Reports to: Lead Support Analyst Manager

Department: Chief Operating Office

Contract: Permanent

Hours: Full time 35 hours per week

Location: Stratford, London. Office-based with high flexibility (1-2 days per week in the office)

Visa sponsorship: You must be eligible to work in the UK to apply for this vacancy. Cancer Research UK is not able to offer visa sponsorship.

Closing date: 04 November 2024 23:55

This vacancy may close earlier if a high volume of applications is received or once a suitable candidate is found, therefore we strongly recommend that you apply early to avoid disappointment. If you require more time to apply as part of a reasonable adjustment, please contact [email protected] as soon as possible.

Recruitment process: Two competency-based interviews

Interview date: From the week commencing 11 November 2024

How do I apply? We operate an anonymised shortlisting process in our commitment to equality, diversity, and inclusion. CVs are required for all applications; but we won’t be able to view them until we invite you for an interview. Instead, we ask you to fully complete the work history section of the online application form for us to be able to assess you quickly, fairly, and objectively.

At Cancer Research UK, we exist to beat cancer.

We are professionals with purpose, beating cancer every day. But we need to go much further and much faster. That’s why we’re looking for someone talented, someone who wants to develop their skills, someone like you.

Cancer Research UK has a complex hybrid (on-premise & multi-cloud) infrastructure underpinning an extensive technical estate and Tech Stack. Our Support Analysts play an essential role in the smooth operation of the charity by providing technical support and resolving IT issues across c.200+ applications and c.4,000 end-users to ensure our staff have the tools they need to deliver our life-saving work.

As a Support Analyst, you will deliver IT support across a range of applications in line with ITIL principles and practices to help resolve incidents and problems in a fast-paced environment. You will learn and provide a range of support services for IT applications, including incident and impact assessment, complex incident analysis, service delivery; user management, the resolution of business application issues impacting multiple systems and user groups, and collaborating with peers across IT. You will also play a valuable part in documenting accurate system changes and processes in line with ITS standards and policies.

If you are an experienced IT Support Analyst with a background in working across multiple applications and delivering technical support in a large organisation, we would love for you to join our mission.

What will I be doing?

• Delivering application support across Cancer Research UK in line with agreed service levels and working practices whilst providing Incident, Problem, and Change management.
• Assessing the impact issues have the wider application real estate, partnering with Support Analysts, Product Managers, and Service Delivery colleagues to minimise impact and disruption.
• Collaborating with fellow Application Support Analysts to deliver accurate, fully impact-assessed, and documented system changes.
• Creating and maintaining relevant application documentation and guides
• Identifying, logging, and aiding the delivery of the Continual Service Improvement plan to ensure services are fit for purpose both now and in the future.
• Delivering technical support and first-class customer support to internal and external customer-facing and business-critical applications.
• Managing, maintaining, and applying fixes/patches to applications and software.
• Collaborating with Software Development and Quality Assurance to resolve issues managing through the resolution to successful deployment and live validation.
• Performing application health checks on a regular basis.
• Leading the design, development, and implementation of automated solutions to eliminate manual technical checks, processes, and reports.
• Managing ticket backlog ensuring appropriate prioritisation of issues occurs.
• Collaborating with Product, Project, Release Management, Support Analyst, Service Delivery colleagues, and 3rd party providers to transition applications and changes from development to support.

What skills will I need?

• Experienced IT Support Analyst with a background in working across multiple applications and delivering technical support in a large organisation (c.3,000 end-users).
• Experience with multiple technologies, applications, and software (e.g.  Windows 10, SQL server, SQL script, web browser applications, Clementine, virtual discovery machines, and packaging experience)
• Application discovery experience (including VMware and licensing)
• Experience in managing, maintaining, and applying fixes/patches to applications and software
• Created and maintained documentation instructing on processes, systems, and/ or policies
• Strong communication and user management skills with a track record of delivering a customer-focused support service.
• Ideally worked in a Product team using agile methodology.

Our organisation values are designed to guide all that we do.

Bold: Act with ambition, courage and determination

Credible: Act with rigour and professionalism

Human: Act to have a positive impact on people

Together: Act inclusively and collaboratively

We’re looking for people who can believe in and embody these organisation values and can use them to drive forward progress against our mission to beat cancer.

If you’re interested in applying and excited about working with us but are unsure if you have the right skills and experience we’d still love to hear from you.

What will I gain?

We create a working environment that supports your wellbeing and provide a generous benefits package, a wide range of career and personal development opportunities and high-quality tools. Our policies and processes enable you to improve your work-life balance, take positive steps in your career and achieve your personal wellbeing goals.

You can explore our benefits by visiting our careers web page.

Additional Information

For more information about working with us please visit our website or contact us at [email protected].

For more updates on our work and careers, follow us on: LinkedIn, Facebook, Instagram, X and YouTube.

Our vision is to create a charity where everyone feels like they belong, benefits from and participates in, the work we do. We actively encourage applications from people of all backgrounds and cultures, in particular those from ethnic minority backgrounds who are currently under-represented.

We want to see every candidate performing at their best throughout the job application process, interview process and whilst at work. We therefore ask you to inform us of any concerns you have or any adjustments you might need to enable this to happen. Please contact [email protected] or 0 20 3469 8400 as soon as possible.

Unfortunately, we are unable to recruit anyone below the age of 18, so that we can protect young people from health & safety and safeguarding risks.