Application Support Analyst - Client Business Hatfield, East of England, England
Job description
About us
Our teams are putting the world’s retailers online using the cloud, robotics, AI, and IoT. We provide services to partner clients globally via our innovative advanced robotics technology, known as the Ocado Smart Platform ("OSP"), this drives our highly automated, multi-million pound Customer Fulfilment Centres (CFCs). In our CFCs - together with the proprietary software applications - we operate a world-class online grocery business that automates the single pick of products, ready for your online delivery.
Group IT has the mission to provide the strategic direction, governance and delivery of the core IT services which enable Ocado Group as a whole to deliver on its missions. This role sits within the Business Applications team, which support enterprise grade systems used across the whole of Ocado Group ensuring they are fit for purpose, and bridging technical and business worlds. This new role provides key frontline support for a number of key business applications within Client Business.
About the role
This role will involve providing E2E support for both functional and technical for client business applications and understanding and learning new applications quickly. The role requires the ability to support end users with the above and liaising with third party vendors for escalation. The Application Support Analyst will also run release and upgrade management for said applications, and be fully aware, and capable of, finding root causes to issues and liaising with cross-functional teams within Group IT. This role also involves identifying and documenting business requirements and configuration, and supporting the Vendor through full testing lifecycles and Go Live including test script creation.
The successful candidate will also assist with risk management and change management on projects, and advise users on options, risks, and any impacts on other processes or systems. You will be involved with change requests from the initial request through to implementation into the production environment. The Application Support Analyst will also manage their queue of incidents through to resolution, ensuring it is fully documented. The successful candidate will also have the ability and experience of impact assessments of change, and document key process and ‘How to’ Guides to support other team members and knowledge share as the team grows.
About you
The successful candidate will be passionate about application support, have strong analytical skills, and should have demonstrable experience working within an application support or helpdesk role with custom or bespoke applications. You will also have the ability to demonstrable functional knowledge of applications. You will have experience troubleshooting problems, including functional replication of issues, and have experience of change control management and release management.
You will have the ability to communicate effectively with end users and senior management, putting the customer first. It is mandatory that you have excellent client facing skills and the ability to communicate with clients at all levels. You will also have wording experience supporting and changing Rest API and Java code bases. The successful candidate will also deliver innovative, creative, and practical solutions whilst delivering value, and be able to learn and absorb new features and technology.
We require a self-starter with the ability to work autonomously to find workarounds and solutions, but know when to ask for help. You will also be accustomed to the pressure related to resolution timeframes and competing priorities that require multi-tasking, and have an understanding of the ITSM frameworks relating to incidents, problems and the change management life cycle.
Preferred but not essential
The ideal candidate will also have experience with ARAS, FIIX, Solid Works, Onshape, and PLM Software.
What do I get in return?
Hybrid working and flexible working patterns, private healthcare, car salary sacrifice and cycle to work schemes. A range of amazing benefits including: free shares and life assurance, 15% off your Ocado.com shopping, company shop offering discounts of up to 70% on groceries from leading brands and major retailers, exclusive travel, retail and leisure discounts nationwide, an incredible Head Office, complete with an on-site cafe and restaurant just 20 minutes by train from Kings Cross, a free shuttle bus from and to Hatfield Station, 22 weeks paid maternity leave and 6 weeks paid paternity leave (once relevant service requirements complete), enhanced pension scheme, matching employee contributions up to 7% of salary, and access to our employee assistance programme.
Be bold, be unique, be brilliant, be you. We are looking for individuality and we value diversity. We are an equal opportunities employer and we are committed to treating all applicants and employees fairly and equally. We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive work environment. If you have any support or access requirements, we encourage you to advise us at the time of application.
We are thrilled to welcome applicants from across the world. Whilst we are able to offer visa sponsorship, please note that we are only able to cover costs relating to the Certificate of Sponsorship and the Immigration Skills Charge only. For all employment offers made for UK roles, it is expected that you will be based in the UK in commutable distance, ready for your first day of work, so please keep this in mind. If you have any questions, please don't hesitate to ask.
