Service Analyst - Application & Production Support (Specialties)
Posted
- Provide day-to-day support primary application maintenance and support for production systems including participation in after-hours standby support rotations where required, to ensure capabilities remain reliable, secure, and available.
- Respond to user queries, investigate and resolve production issues in accordance with agreed SLAs, and maintain accurate records of issues and resolutions to support accountability, audit requirements, and continuous improvement.
- Lead or coordinate root cause analysis efforts, implement fixes to prevent recurring issues, and escalate capability-affecting incidents, outages, security concerns, and unresolved issues promptly, particularly when SLA, security, or compliance obligations are at risk.
- Highlight recurring problems, operational risks, and performance trends to the Capability Development - Delivery team, providing operational insights to guide prioritisation and future investment decisions.
- Participate in SIT and UAT activities before go-live, using operational knowledge to ensure new capabilities and changes are practical to support, secure, and maintain over time.
- Coordinate and support the end-to-end change process from approval through deployment and sign-off, ensuring runbooks, monitoring arrangements, support procedures, and compliance checks are completed before production release.
- Maintain strong relationships with business users to ensure support remains relevant to their needs, and channel user feedback and new requirements back to the Delivery team to help shape future plans.
- Support the rollout of patches, bug fixes, and upgrades in accordance with operating system, software, and security policies, ensuring all changes follow appropriate controls and governance requirements.
- Work with teams across infrastructure, database, security, cyber defence, and data centre operations to resolve incidents and manage changes in a coordinated manner, while monitoring systems for performance and security concerns and sharing findings to support future planning and continuous improvement.
- Maintain operational documentation, including runbooks, procedures, and service catalogues, handle administrative activities such as contract and SSL certificate renewals, contribute to capability health and compliance reporting, and flag emerging risks to management promptly.