Application Support Analyst

About the role.

This role is responsible for supporting and optimising the business applications that underpin day-to-day operations across the company. Acting as a key point of contact for internal teams, you'll manage application support, resolve incidents, drive continuous improvements, and develop AI-powered automations to enhance efficiency and customer outcomes in a fast-paced, agile environment

Day to day responsibilities.

• Working closely with other teams to understand their application needs, help them select best platforms, provision and support them.
• Be the main point of contact and expertise on business applications used by other teams (including Intercom, Aircall, Assembled and MaestroQA), as well as the core Zilch platform.
• Responding to incidents affecting our business applications, communicating the impact to internal teams and finding solutions or workarounds.
• Building relationships with our application suppliers, working with them to resolve bugs and request new features.
• Continually improving tooling, practices and knowledge in the Business Applications team, including writing documentation and researching new ideas.
• Designing and building AI-driven workflows and automations (e.g. prompting for procedures/tasks, agentic workflows), and taking these live in a controlled, tested way.
• Working with our data to ensure we store and process information securely and effectively.
• Working in an agile environment on systems which are critical for our customers.
• Assist in ad-hoc technology support and technology related duties.

We're looking for...

• Proven analytical skills and ability to problem solve.
• Understanding of business applications and processes; proven track record in supporting the business' usage of those.
• Understanding of APIs and integrations.
• Ability to learn new concepts and applications quickly by getting stuck in.
• Proven ability to implement best practice processes and application usage.
• Ability to manage their own work pipeline as well as work as a part of a team, taking initiative to fit in with how we work.
• Practical experience with AI and prompting techniques — building AI-assisted workflows or automations, not just an interest in the space.
• Good understanding of change management, testing, UAT and release validation.
• Ability to explain technical concepts to non-technical stakeholders, and vice versa.
• Strong awareness of data security best practices.

Bonus Skills.

• Experience working in or supporting Operations/Customer Service teams.
• Experience supporting Intercom or similar customer service platforms.
• Experience implementing and supporting business applications such as CRM and ERP systems.
• Experience supporting telephony systems (like Aircall, Amazon Connect, Ujet).
• SQL and/or Python scripting.
• Usage of low-code integration/automation platforms like n8n, Zapier, Workato, Hightouch, OutSystems.
• Exposure to workflow management systems.
• Familiarity with AWS and Datadog (or similar cloud/monitoring tooling).

Benefits, Compensation & Savings

• Pension scheme.
• Death in Service scheme.
• Income Protection.
• Permanent employees enjoy access to our Share Options Scheme.
• 5% back on in-app purchases.
• £200 for WFH Setup.

Health & Wellbeing

• Private Medical Insurance including;
• GP consultations (video, telephone or face-to-face).
• Prescribed medication.
• In-patient, day-patient and out-patient care.
• Mental health support.
• Optical, dental & audiological cover.
• Physiotherapy.
• Advanced cancer cover.
• Menopause support.
• Employee Assistance Programme including:
• Unlimited mental health sessions.
• 24/7 remote GP & physiotherapy.
• 24/7 helpline for emotional & practical support.
• Savings & discounts on everyday shopping.
• 1:1 personalised well-being consultations.
• Gym membership discounts.

Family Friendly Policies

• Enhanced maternity pay.
• Enhanced paternity pay.
• Enhanced adoption pay.
• Enhanced shared parental leave.

Learning & Development

• Professional Qualifications.
• Professional Memberships.
• Learning Suite for e-courses.
• Internal Training Programmes.
• FCA & Regulatory training.

Workplace Perks

• Hybrid working: office-based Monday, Wednesday, and Thursday; remote working Tuesday and Friday
• Casual dress code.
• Workplace socials.
• Healthy snacks.