2nd Line Application Support Analyst

Acacium Group

Remote, with occasional travel to UK offices when required

Permanent, Full Time

Monday - Friday between 9am - 5:30pm (out of hours work on occasion with notice)

Competitive salary, plus excellent benefits, and bonus

Unlock your potential:

Our Tech & Transformation division are seeking a 2nd Line Application Support Analyst to join our team, reporting to the Platform Manager looking after our Xyla Patient Service Platforms. In this role, you will manage, maintain, and enhance core business platforms within the Acacium Group, ensuring alignment with best practice frameworks and maintaining comprehensive functional documentation.

You will collaborate with internal and external stakeholders to gather requirements, develop user stories, and creating and executing test plans. Additionally, you will troubleshoot complex incidents that the 1st line teams need support with, work closely with development and management teams and vendors, and ensure clear communication around platform changes, including preparing input for the Change Advisory Board (CAB) to review any proposed changes

When you join Acacium Group, you will work in a caring culture that prioritises your well-being, is passionate, and delivers with integrity. Constant and reliable, we care about every colleague having a fulfilling and positive experience as part of our team. From personal development to career pathways and opportunities, flexible benefits, and being part of a global business, we help every person be the best version of themselves.

Every day you will…

• Work with the Platform Support team after they have identified areas of high-volume tickets to determine and fix the root cause, to reduce ticket volumes. Ensure assigned problem tickets are correctly maintained
• Ensure that the service management platform is always up to date with new information about workarounds in place where there is a bug with a platform and that user guides & knowledge articles are always up to date.
• Work with the Senior Platform Analyst, internal customers, the development teams & vendor partners to translate user stories into technical outcomes, develop, test, and deliver changes which meet the business requirements.
• Work with Transformation Team to deliver roadmap items from vendor partners in regular releases. Maintaining Platform Sprint boards as work progresses.
• Provide second/third line support for our Platform Support Team on a day to day basis, aiding the resolution of incidents in line with Service Level Guidelines. During a major incident you will join the incident team as a subject matter expert.
• Prepare and draft communications about new releases & functionality for communication to Platform users, explaining technical activities & concepts within the role in a non-technical manner that users understand
• Running scheduled team meetings or stand-ups to discuss how the platforms or support service can be improved with platform management team members for prioritisation.

What’s in it for you?

We love exceptional people, and in return, we offer an exciting place to work, with a wide range of benefits, rewards and opportunities to grow your career, including:

• Dedication to developing you and your career through our dedicated Employee Development Programme
• Opportunities to enhance your experience and skillset with growth and progression within global organisation
• Unlimited learning & development opportunities at your fingertips- including fully funded qualifications!
• Aviva pension scheme matched up to 5% contribution
• Gym Flex- discounted gym memberships, UK-wide!
• Regular events and incentives
• Discounted Tastecard membership
• Reward portal offering discounts on bars, restaurants, shops and cinemas!
• Life Assurance, Critical Illness Cover and Private Medical Insurance
• Annual top performers award with £1000 voucher

Join us and make a difference!

If you want to join a global, marketing-leading organisation who are committed to the human side of business, then look no further. Acacium Group is a global healthcare solutions partner offering staffing, managed services and innovative delivery models to health and social care systems and the life sciences industry. We are a business with scale, leading digital capabilities and a strong financial profile, with a vision to be the leading global healthcare solutions partner.

We are powered by the best people and have an unrivalled and diverse range of capabilities, all while incorporating our company values into everything we do - Putting People First, Always by your Side, Driven by Excellence.

Join us and play a key part of shaping the future of society and improving people’s lives!

To thrive in this role, you must ideally have…

• prior experience working with CRM applications / suite of applications and also experience working within a platform or service desk support function
• working experience using Confluence and JIRA showcasing In depth knowledge and understanding of Agile methodologies.
• demonstrated understanding of IT Service Management (ITSM) principles
• excellent verbal and written communication with a passion for excellence in customer service
• a problem solving attitude and a highly motivated approach to problem solving where you can showcase problem solving skills both as a team and autonomously

Our Inclusion Commitment:

We are passionately committed to being a truly inclusive and diverse company- it is at the heart of our core value of Putting People First. We continue to enhance our culture of inclusion and diversity across all of our roles and actively encourage applications from all backgrounds and communities.