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Application Support Analyst
Travelodge Support Office Thame

Position:
IT jobs
Pay:
Competitive dependent upon experience plus benefits
Job Description

The job in a nutshell


The role of the Application Support Analyst is to ensure an awesome service to our internal customers. Working closely with the Application Support Team Lead to deliver stable, robust core business applications, primarily in a cloud based environment. Whilst ensuring day to day system availability for Travelodge Hotels and Support Centre users.


What you’ll be doing:

 
  • Provide the initial escalation point for business queries

  • Manage the application support incident queue, using a 3rd party ticketing system, to ensure tickets are managed to agreed KPI’s

  • Provide 2nd/3rd line support for the core business application suite

  • Escalate any system related issue to 3rd party suppliers and manage incidents to a successful conclusion

  • Perform daily health-checks on multiple business applications, ensuring systems are available to meet business requirements

  • Perform routine system housekeeping duties

  • Proactive monitoring of core business applications, using the relevant alerting toolset   

  • Engage with the hotel opening team to support the building of new hotels systems, to support business expansion plans

  • Manage core business configuration changes, where appropriate

  • Create and maintain documents detailing procedures and processes to meet the needs of the business

  • Analyse Monthly incident ticket volumes, to determine underlying root cause and trends, recommend service improvements to improve customer experience

  • Experience with problem and change management using JIRA toolset

  • Support Application Support Team Lead to produce monthly internal service reporting

  • Support the Application Support Lead to manage application change trackers



Service Delivery


Work with the Service Delivery team and Application Support Team Lead to deliver:


  • A comprehensive set of SLA’s for each service

  • Ensure that all developed/procured systems are able to meet agreed SLA’s.

  • Engage with Development to ensure safe delivery into the production environment



What we’ll expect from you


This is a fantastic opportunity for someone wanting to progress their career in IT and join a growing team. You'll play a vital part in ensuring our key systems are stable, working as part of a team, but able to work on your own initiative.



 
  • Minimum 3 years service desk experience, managing 1st/2nd level incidents using an industry standard IT ticketing system

  • Minimum 2 years 2nd/3rd level application experience, supporting multiple business applications: HR/Finance/ Service Management

  • Strong verbal and written communication skills with an eye for detail

  • Able to multitask in a fast paced business change environment

  • Proactive “Hands on” approach to working, experience using monitoring tools such as Pingdom  

  • ITIL 3 foundation qualification



I care about people

  • I treat everyone in a way I would like to be treated

  • I am easy to work with

  • I have a can do attitude

  • I care about the impact my work has on others


I pay attention to detail

  • I do the little things that make a difference to our customers

  • I work to brand standards

  • I treat Travelodge time, equipment and stock as if it were my own



I drive for results

  • I hit targets in my role and work at the right pace

  • I take ownership of problems and try to fix them fast

  • I look for ways to avoid future problems

  • I look for ways to promote Travelodge


What you can expect from us


Culture


At Travelodge, we are warm, straightforward and optimistic. We have a big footprint in the UK, but still a small company feel and you can expect quality and value to be built in to everything we do. You’ll have the support of a close network of colleagues and managers, and every day is different here! We want you to bring your personality to work and we love our diversity.


Reward and recognition


It’s not just our customers we want to wake up with a smile on their face. As well as a competitive salary, being part of our hotel support centre means great holiday entitlements, pension contribution deals, being part of our bonus scheme, and a Thanks Card giving generous room and food discounts as well as friends and family rates.


Career and development


We want you to develop further with us at Travelodge and we’ll provide you a development plan to help you reach your goals.   You can expect to have a full induction and training relevant to your role. We advertise all our vacancies internally, so you’ll have the opportunity to really develop your career with Travelodge.


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