Principal Application Support Analyst

What you’ll be doing

The successful candidate will be responsible for understanding the needs of our user base and ensuring timely resolution to tickets raised on our IT Service Management (ITSM) System, as well as involvement in changes to the applications and testing where required to suit business needs and acting as an escalation point with third party suppliers along with testers, BAs, and Support Analysts within the team.

The below list is not exclusive or exhaustive and the successful candidate may be required to undertake such other duties as may reasonably be required.

• Conversant with Biblio as a product and have a good understanding of Publishing processes.
• Provide outstanding customer service to all users and colleagues, demonstrating ownership and tenacity in resolving issues.
• Responding to and resolving incidents and requests in a timely manner according to business priority and against agreed targets.
• Maintain a proactive approach to operational and service issues with a focus on prevention rather than fix
• Support root cause investigations, identification of recurring incidents and implementation of recommended actions to prevent further such incidents
• Review current processes and suggest improvements to efficiency and delivery.
• Excellent communication skills with business users, key stakeholders, and IT management to ensure high profile issues are escalated appropriately.
• Work particularly closely with other technology support teams, especially Networks & Infrastructure Team and our Data Platform Team (DBAs, developers).
• Create and maintain support documentation.
• Make configuration changes to the DAM application and infrastructure when necessary.
• Undertake application testing and training activities.
• Deliver training on application business processes/workflows to users.
• Liaise with 3rd party software vendors to resolve and address issues and service requests.
• Carry out system monitoring activities relating to performance and availability.
• Provide out of hours support as required

Who we are looking for

You will need to have a background working with Biblio in Publishing, a high degree of energy, enthusiasm, and commitment to succeed. The role is within a team of Testers and Support Analysts working across the suite of our Publishing Systems. The role will require flexibility and analytical skills to contribute towards making a truly great service. You must be able to build and maintain good relationships with those around you and at all levels of the business.

What we offer

Our staff are our greatest asset and our benefits reflect this. In addition to 28 days annual leave days per year + bank holidays, we have an extensive list of benefits that include: a wide-ranging training library, development programmes including mentoring, Cycle to Work vouchers, Private Medical Insurance, eye care vouchers, up to 70% off book purchases, a charity book shelf, 2 community days per year, many employee networks to join, summer hours (finishing at 1pm on Fridays during the summer months!), season ticket loans, rent deposit loans, generous pension schemes and much more!

This role can be based at our London office, or at any of our new regional offices in Sheffield, Edinburgh, Newcastle, Manchester or Bristol, with a blend of in-office (3 days) and homeworking (2 days) per week.

Who we are and what we do

Application Support Analysts provides support for the end user experience of some of our key Publishing systems. The role is responsible for day to day query resolution and incident management across multiple systems, primarily, but not exclusively, Biblio (our title management system) and DAM (our Digital Asset Management System).

Our Commitment

Hachette employs people on the basis of their abilities. We aim to attract and develop talent from a base as broad as the world of readers we want to reach, with a wide and representative range of age, faith, disability, race, gender, sexuality and socio-economic, regional and cultural backgrounds.

If you are shortlisted and need us to make any adjustments to help you attend for interview, please let us know.

The Book Trade Charity offers financial support to people looking to enter the book trade but who may struggle to afford the costs of attending interviews and undertaking junior roles. For more information visit www.booktradeentrysupport.org