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Application Support Analyst

Requisition ID:  23801

Newcastle, GB

Contract Type:  Open Ended
Working Pattern:  Full Time
Posted Date:  16-Nov-2022

We are a world class research-intensive university. We deliver teaching and learning of the highest quality. We play a leading role in economic, social and cultural development of the North East of England. Attracting and retaining high-calibre people is fundamental to our continued success


Salary: £32,348 to £42,155 depending on experience


Closing Date: This opportunity will close when we identify a suitable candidate. We will contact you within 5 working days of your application to advise you of the shortlisting outcome.


The Role


Over the last 2 years, we have reimagined the way we deliver our University IT Services, building a world-class IT department responsive to the needs of our global community. We’re growing significantly and we’ve created new opportunities and made changes to how we work. Our people have been at the centre of this change, with a particular focus on development and opportunities to learn new skills.


Working in our Application Support Team, you will be responsible for supporting a number of key applications which support the running of the University as well as applications which support teaching, learning and research.


You will have experience in supporting various applications in either a Windows, Linux or SaaS environment.


You will be responsible for installation, configuration, upgrades and maintenance of the applications as well as understanding the needs of our users and understanding product roadmaps.


You will take the lead on one or more applications but will be expected to provide support to all applications within the team


The University is an exciting and dynamic place to work, dedicated to world-leading education and research. Benefits include excellent pension; flexible working options; a minimum of 37 days holiday (including public holidays); discounted travel for the Metro and local bus services; and discounts for national retailers. You can find out more on our benefits web page.


We are committed to building and maintaining a fair and inclusive working environment and we would be happy to discuss arrangements for flexible and/or blended working.


Informal enquiries may be made to Ian Smith, Application Support Manager via email  


Key Accountabilities

  • Integrate, administrate, and manage enterprise level, server-based applications
  • Manage the server landscape that supports in scope applications where required
  • Administrate and manage application databases to ensure continued integrity of the data and efficiency of the related systems
  • Business analysis and consultation phase prior to any tendering process or product purchase
  • Continuously update applications to:

                   Identify and fix defects

                   Maintain support for dependent software components

                   Ensure adherence to security standards and best practices

                   Ensure compatibility with underlying infrastructure provision

  • Manage small to medium sized projects, liaising with key stakeholders and colleagues and suppliers
  • Ensure any issues are escalated efficiently and ensure management is aware of any issues and the consequences thereof
  • Ensure system and services are documented
  • Act as an application support subject matter expert (SME) and use this knowledge to deliver excellence in operational support, project and change
  • Understand the Technology Roadmap and assist in its implementation as directed
  • Ensure that policies, standards, procedures and guidelines are followed
  • Any other reasonable duties that fall within the scope of the post, as allocated by the line manager


The Person

  • Experience of working in application support in a similar size and complexity organisation
  • Extensive technical background in the software used by Newcastle University
  • Experience of delivering application support services to a dispersed customer base in multiple locations
  • Experience working in a hybrid or remote support team
  • Experience of working with third party vendors and delivering an effective service using their services
  • Interest in identifying and implementing new and innovative technologies to support customer needs, drive up quality and improve value
  • Able to demonstrate focus on customer needs
  • A working knowledge of Cybersecurity processes and practices is essential

Newcastle University is committed to being a fully inclusive Global University which actively recruits, supports and retains staff from all sectors of society.  We value diversity as well as celebrate, support and thrive on the contributions of all our employees and the communities they represent.  We are proud to be an equal opportunities employer and encourage applications from everybody, regardless of race, sex, ethnicity, religion, nationality, sexual orientation, age, disability, gender identity, marital status/civil partnership, pregnancy and maternity, as well as being open to flexible working practices.


The University holds a silver Athena SWAN award in recognition of our good employment practices for the advancement of gender equality. The University also holds the HR Excellence in Research award for our work to support the career development of our researchers, and is a member of the Euraxess initiative supporting researchers in Europe.