Application Support Officer

Role Overview: As a third-line technical application support provider at IQ-EQ, you will play a crucial role in ensuring the smooth functioning of the software estate by acting as the escalation point for the Service Hub. Your responsibilities will include resolving incidents, requests, and changes within defined SLAs, delivering functional and technical enhancements, and maintaining high service quality through problem-solving skills and a pragmatic approach. Additionally, you will collaborate closely with Product Management to optimize applications, support project deliveries, and demonstrate strong customer focus and effective communication. Key Responsibilities: - Provide third-line technical application support across the software estate, acting as the escalation point for the Service Hub within the ITSM framework - Resolve incidents, requests, and changes while meeting defined SLAs, including European shift coverage - Deliver functional and technical enhancements, perform ticket trend and backlog analysis, create MI/report packs, and maintain high service quality through problem-solving skills - Partner with Product Management to ensure applications meet availability targets, maximize product capabilities, and identify and reduce functional duplication - Support project deliveries (agile and waterfall), collaborate with Application Services teams, wider IT functions, vendors, and external partners, and track SLA performance Qualifications Required: - Hold a degree (preferred) and have hands-on experience with ITSM frameworks such as ITIL or COBIT - Bring a minimum of 2 years solid experience of application design and development, including databases and infrastructure technologies - Possess strong technical expertise, including advanced SQL skills, experience with SSRS, PowerBI, Crystal Reports, and familiarity with Tableau - Experienced in implementing and customizing third-party systems, using source control tools, and supporting system migrations or mergers - Communicate clearly and confidently in English with both technical and non-technical audiences, demonstrating strong interpersonal, facilitation, negotiation, collaboration, and influencing skills (Note: Omitted the 'Additional Information' section as it was not specifically related to the job role) Role Overview: As a third-line technical application support provider at IQ-EQ, you will play a crucial role in ensuring the smooth functioning of the software estate by acting as the escalation point for the Service Hub. Your responsibilities will include resolving incidents, requests, and changes within defined SLAs, delivering functional and technical enhancements, and maintaining high service quality through problem-solving skills and a pragmatic approach. Additionally, you will collaborate closely with Product Management to optimize applications, support project deliveries, and demonstrate strong customer focus and effective communication. Key Responsibilities: - Provide third-line technical application support across the software estate, acting as the escalation point for the Service Hub within the ITSM framework - Resolve incidents, requests, and changes while meeting defined SLAs, including European shift coverage - Deliver functional and technical enhancements, perform ticket trend and backlog analysis, create MI/report packs, and maintain high service quality through problem-solving skills - Partner with Product Management to ensure applications meet availability targets, maximize product capabilities, and identify and reduce functional duplication - Support project deliveries (agile and waterfall), collaborate with Application Services teams, wider IT functions, vendors, and external partners, and track SLA performance Qualifications Required: - Hold a degree (preferred) and have hands-on experience with ITSM frameworks such as ITIL or COBIT - Bring a minimum of 2 years solid experience of application design and development, including databases and infrastructure technologies - Possess strong technical expertise, including advanced SQL skills, experience with SSRS, PowerBI, Crystal Reports, and familiarity with Tableau - Experienced in implementing and customizing third-party systems, using source control tools, and supporting system migrations or mergers - Communicate clearly and confidently in English with both technical and non-technical audiences, demonstrating strong interpersonal, facilitation, negotiation, collaboration, and influencing skills (Note: Omitted the 'Additional Information' section as it was not specifically related to the job role)