ITSM Application Support Analyst

Team - IT Service ManagementWorking Pattern - Hybrid - 2 days per week in the Vitality Bournemouth Office. Full time, 35 hours per week.We are happy to discuss flexible working!Top 3 skills needed for this role: Analytical and problem-solving skillsProactive and able to work under own steamExperience of administration functions within an application/systemWhat this role is all about:As an ITSM Application Support Analyst, you’ll play a key role in ensuring our ITSM platform runs smoothly, is user-friendly, and issues are resolved quickly. You’ll support everything from access management and request fulfilment to incident and problem resolution, working closely with teams across the business to improve workflows and automation.Key ActionsSelf-prioritise their own workload and manage this effectively in line with SLAs and OLAs that are set for the applicationManage the health of the application and track this with dashboards and reportingMonitor all incoming tickets/cases for agreed solutions and ensuring that self-service, self-healing and best practice are encouraged and promotedCreate and maintain quality documentation to support training, resolution and application managementAnalysis and diagnosis of application errorsEnsure all users have appropriate access to the application and that joiners, movers and leavers tasks have been completed in a timely fashionMonitor, review and test enhancements to the application on a weekly basis, ensuring the application continues to deliver the best value for our usersUnderstand service requests and challenge where appropriate to ensure the integrity of the applicationSupport the user base with reporting and dashboard queriesProactively develop own knowledge of the application and be an ambassador for itWhat do you need to thrive?Degree level or equivalent + 1 to 3 years of IT and business work experienceThe ability to communicate technical concepts clearly and effectively, both written and oralExcellent analytical, critical thinking and problem-solving skills - the ability to draw out requirements from non-technical users Experience of working within deadlines, operating in a high-pressure environmentGood interpersonal, communication and presentation skillsTeam player, with a positive and customer focused outlookSo, what’s in it for you?Bonus Schemes - A bonus that regularly rewards you for your performanceA pension of up to 12%- We will match your contributions up to 6% of your salaryOur award-winning Vitality health insurance - With its own set of rewards and benefitsLife Assurance - Four times annual salaryThese are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page. Fantastic Benefits. Exciting rewards. Great career opportunities!If you are successful in your application and join us at Vitality, this is our promise to you, we will:Help you to be the healthiest you’ve ever been. Create an environment that embraces you as you are and enables you to be your best self. Give you flexibility on how, where and when you work. Help you advance your career by playing you to your strengths. Give you a voice to help our business grow and make Vitality a great place to be. Give you the space to try, fail and learn. Provide a healthy balance of challenge and support. Recognise and reward you with a competitive salary and amazing benefits. Be there for you when you need us. Provide opportunities for you to be a force for good in society. We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy.

Created: 2025-12-15