Applications Support Analyst

London (Central), London (Greater)
16 Apr 2018
14 May 2018
Role Classification
Other Professional
Contract Type

Reporting to the Application Services Manager, the role provides third line technical application support & maintenance across the suite of Norton Rose Fulbright applications, to a large global user base. Quality of service delivery & support is key, as is a knowledge of application development and an appreciation of infrastructure design.   Strong problem solving and a pragmatic approach will be required

The Role

  • To provide third line support and resolution for incidents and changes relating to client-server and web based applications
  • Liaising with the application development teams on system incidents, changes and new systems
  • Work as part of a team to deliver projects to improve systems manageability & supportability (in house & 3rd party)
  • Maintenance and monitoring of DR readiness with regard to applications. Involvement with DR invocation and testing
  • Creation of technical documentation and facilitation of hand-over for small development projects
  • Identify application improvement requirements for future projects
  • Escalate and manage incidents with suppliers - building effective service relations with suppliers
  • Identify and resolve problems and common, recurring faults
  • Creation, maintenance and championing of an applications knowledge base
  • Interact, advise and train the service desk and 2nd line teams to independently support applications
  • Provide an escalation point for application issues
  • Monitor and maintain data processing and data feeds between systems
  • Quality assure systems as they move from development into test and live 
  • Monitor and report on system performance feeding into capacity planning and application development.

Skills and Experience Required

  • Experience of supporting and maintaining enterprise applications with a good appreciation of applications design & development including database and infrastructure technologies
  • Excellent troubleshooting, problem solving & delivery skills coupled with a good understanding of ITIL support processes
  • Experience of implementing, customising and supporting third party systems including managing suppliers to delivery
  • Awareness of structured development, analysis & project management methods (Prince, DSDM, UML etc
  • Core technical skills to include T-SQL
  • Experience of .Net is advantageous.

At Norton Rose Fulbright we welcome receiving direct candidate applications via our careers page.

If you would like to ask any specific questions beforehand, please contact Simon Bristow at (enquiries only please - we do not accept applications by email)


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