Senior Platform Support Analyst

Senior Platform Support Analyst

Guernsey, Haywards Heath or Salford Quays
£28k to £45k - depending on experience
Technology & Data
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We currently have an exciting opportunity for a Senior Platform Support Analyst to join our Technology team in Salford Quays, Manchester, Haywards Heath, West Sussex, or our offices in Guernsey. 
You’ll provide 2nd and 3rd line support in relation to IT problems, incidents and service requests, predominantly around our core platform Focus and integrated third party services. Sustaining high SLA results, you’ll ensure quality of service to our business-end users within expected timeframes to guarantee data quality is at its maximum, allowing accuracy within core business reporting.
Operating and owning core processes and procedures that sustains maximum platform uptime, you’ll take the lead on all problems and major incidents, and engage with various Technology teams to aid investigation, communications, mitigation and root cause solutions.
To be successful in this role, you’ll need to have:
  • ITIL Foundation V3 qualification
  • Good experience of enterprise software and application support and delivery
  • Good understanding of First Central’s applications in one or all the following: FOCUS (Insurance Policy System); Microsoft Dynamics / Siskin (CRM System); AIA (Document generation); SharePoint (Collaboration Toolkit) and/or Atlas (CSM) Tool; Confluence
Job responsibilities
  • Pro-actively maintain the Focus application and estate so that it’s supported and failures minimised
  • Log, analyse, triage and prioritise all IT incidents, problems and changes received via all communication channels into the team
  • Ensure that systems, applications and services in own area run and meet business Service Level Agreement (SLA) targets
  • Analyse incident, problem and change data to identify the underlying causes and propose resolutions via Service Improvement Plans
  • Ensure the team processes and procedures are kept up to date, amending and creating documentation for storage and access within our Knowledge Base systems
  • Display leadership in area of specialisation, such as championing new features and best practice
  • Partners with the IT Leadership team to define project technology scope, budget, schedule and deliverables
  • Work closely with internal and external development teams to ensure new systems and changes to existing systems are implemented efficiently and on-schedule, and all post deployment issues are logged and resolved appropriately
  • Assist with covering the supported hours of the team across weekdays and have a flexible approach for evenings and weekends to provide extended support where needed
  • Troubleshoot and manage the configuration of the existing technical capabilities to ensure that business requirements are met
Skills, knowledge & experience
  • Demonstratable IT operations and service delivery management
  • Good understanding of Cherwell Service Management Tool or similar
  • Experience in MS SQL will be beneficial
  • Understanding and knowledge of service desk and issue logging tools, Service Management Techniques (ITIL) and web platforms and applications
  • Excellent time management and organisation skills
  • Problem-solving skills with the ability to adopt a logical approach to solving problems
  • Excellent technical skills
  • Excellent knowledge of Microsoft operating systems
  • Excellent understanding of IT infrastructure
  • Able to own problems and see them through to resolution
What can we do for you? 
We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…
  • Fantastic training and development opportunities
  • Employee benefit packages to suit your lifestyle
  • Flexible working
  • YOUday – we give you an extra day off to celebrate a special day
  • The opportunity to take a paid day off each year to do charity work
  • A health cash plan
  • Help with travel expenses
  • The opportunity to buy additional holiday
  • Company pension scheme
  • Group life assurance
  • Enhanced maternity and paternity pay
  • Professional subscription fees paid
Employee wellbeing is high on the agenda here too. We provide a weekly free fruit delivery, discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

For further information on what we can offer and to learn more about this role, feel free to contact our dedicated Recruitment team.
So, if you’re up for the challenge and would like to work for an award-winning employer in a fast-paced environment, apply now!
We’ve received some great feedback from employees on Glassdoor. Don’t believe us? Check out our reviews for yourself!

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79% of people would recommend a friend to work at First Central

Based on 98 Glassdoor reviews (July 2020)


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Flexible working

We support colleagues who wish to work flexibly whilst meeting the needs of the business.


We give you an extra day off to celebrate a special day.

Holiday Extra

Not only do you get a generous holiday entitlement, you can also buy additional leave.


Get a day off each year to take part in volunteering activities.

Health cash plan

Claim money back on your healthcare costs, such as dental check-ups and eye tests.

Season ticket loan

We provide interest-free loans to cover the cost of season tickets for rail, bus or car parking.