Application Support Analyst UK&I - job 1 of 2

As an Application Support Analyst UK&I at Experian, your primary responsibilities include providing advanced support to clients, investigating and resolving complex production issues, communicating effectively with stakeholders, and ensuring that all systems are performing optimally. You'll also be expected to deliver tested solutions, recommend process improvements, and implement changes within live environments.

To qualify for the Application Support Analyst UK&I role at Experian, you should have at least 3 years of experience in application or customer support, expertise in cloud technologies like AWS, and familiarity with Windows Server as well as Red Hat Linux. Strong communication skills in English, knowledge of ITIL, and a basic understanding of SQL and external interface connectivity software are also required.

Key skills for the Application Support Analyst UK&I at Experian include technical proficiency in cloud and server technologies, problem-solving abilities, and excellent communication skills. Understanding of software configuration and ITIL terminology is essential, as well as a logical approach to incident resolution. Proficiency in writing reports and presenting technical work effectively is also crucial.

As an Application Support Analyst UK&I at Experian, you can expect a competitive social benefits package that includes life insurance, additional health insurance, and monthly flex allowances. You’ll enjoy 25 days of paid vacation, opportunities for personal development, flexible work hours, and various team engagement activities, all within a welcoming work environment.

Experian supports the professional growth of Application Support Analysts UK&I through structured career pathways and access to learning and development programs. You’ll have unlimited access to online educational courses and materials, enabling you to continually develop your skills and advance your career within the company.

When prioritizing incidents as an Application Support Analyst, I assess the urgency and impact of each issue, considering client feedback and overall business needs. I maintain clear communication with stakeholders, providing updates on status and timelines to ensure transparency and manage expectations effectively.

My approach to troubleshooting software issues involves analyzing error logs, recreating problems in a test environment, and consulting with stakeholders for additional context. I systematically narrow down potential causes, using a logical framework to identify solutions and document my findings for future reference.

In my previous roles, I have gained extensive experience with AWS, including management and monitoring of cloud resources. I ensure that applications hosted in AWS remain operational and troubleshoot any connectivity or performance issues that arise, continually optimizing our cloud environments.

I believe in using clear and simple language when communicating with non-technical stakeholders. I focus on the impact of an issue rather than the technical details, providing relevant information that directly addresses their concerns and using visual aids or diagrams when necessary to enhance understanding.

Documentation is vital for maintaining consistent communication and knowledge transfer within the team. I ensure all incidents are well-documented, including steps taken for resolution, lessons learned, and any improvements recommended, which assists in training new team members and optimizing workflows.

In a previous role, I led a change implementation for a critical system update. I coordinated with various teams to assess the potential impact, created a rollback plan, and communicated with stakeholders. The change was successful without any downtime, showcasing the importance of thorough preparation and communication.

I dedicate time each week to research new technologies and trends relevant to application support, attending webinars, reading industry publications, and engaging in online communities. This continuous learning helps me stay informed and ready to leverage new tools to improve efficiency and service quality.

I have worked extensively in ITIL-focused environments where I have been involved in incident management. This included categorizing incidents, ensuring priority levels were accurately assigned, and adhering to processes for escalation and resolution, which helped streamline operations while enhancing service delivery.

In situations where clients express dissatisfaction with incident resolution timelines, I prioritize transparency. I communicate regularly about the progress being made, manage their expectations about the timeline, and actively seek ways to expedite resolution while ensuring thoroughness in addressing the issue.

I prioritize establishing open lines of communication with developers and other departments. Collaborative problem-solving sessions and regular updates help align everyone’s objectives, ensuring that we work together smoothly to resolve incidents and implement effective changes.