Sword Group
Energy, Public and Finance Sectors
ApplicationsSupportAnalyst
“Applications Support Analyst at Sword Group. Skills: Application Support, Troubleshooting, Vendor Management, Microsoft 365 Ecosystem, ITSM Tools. Provide 2nd and 3rd line application support across multiple customer environments. Triage, diagnose, and resolve incidents and service requests relating to business and technical applications, including both off‑the‑shelf and bespoke solutions”
What You'll Achieve.
Achieving their goals; Ensure effective end‑to‑end service delivery; Identify trends and improvement opportunities; Drive for service excellence
Industry & Context.
Solving complex technical issues; Triage, diagnose, and resolve incidents and service requests; Troubleshooting, diagnostic, and problem-solving skills; Root-cause analysis
What They're Looking For.
Must Have
Proven experience in a similar Application Support Analyst role, Experience supporting enterprise or departmental business and technical applications across a Windows desktop estate, Current experience managing application vendors during complex troubleshooting and escalation scenarios, Demonstrable experience working with application prerequisites and dependencies, such as Java, DirectX, or similar runtime components, Experience managing and troubleshooting external API calls, integrations, and data feeds between applications, Solid understanding of ITIL principles and service management processes, Troubleshooting, diagnostic, and problem-solving skills, Excellent communication and interpersonal skills, able to work effectively with both technical and non-technical stakeholders, Ability to manage multiple priorities in a fast-paced environment, Experience using ITSM tools such as ServiceNow, Knowledge of SQL or database-driven applications, Basic scripting experience (e.g. PowerShell) to support automation and troubleshooting, Customer-focused mindset with a drive for service excellence
Nice to Have
Ideally within an MSP or multi-customer environment, Exposure to Microsoft Power Platform (Power Apps, Power Automate), Familiarity with Dynamics 365, SharePoint Online, and Microsoft 365 ecosystems
What You'll Do.
Provide 2nd and 3rd line application support across multiple customer environments
and resolve incidents and service requests relating to business and technical applications
including both off‑the‑shelf and bespoke solutions
Support and maintain applications integrated with Microsoft 365
and Power Platform solutions
Manage and liaise with third‑party software vendors to drive issue resolution
and root‑cause analysis
Act as an escalation point for complex troubleshooting initiatives
including 4th‑line vendor engagement
Escalate unresolved issues appropriately to 3rd line internal teams or vendor support
Assist with the deployment
and enhancement of new applications and features
Create and maintain knowledge base articles and technical documentation
Monitor application performance
and user feedback to identify trends and improvement opportunities
Maintain accurate and up‑to‑date records within the ITSM tool (e. g. ServiceNow)
How You'll Work.
Team & Collaboration
Working closely with third‑party application vendors; Escalate unresolved issues appropriately to 3rd line internal teams or vendor support; Collaborate with customer stakeholders and internal teams (Service Desk, Infrastructure, Engineering) to ensure effective end‑to‑end service delivery; Working effectively with both technical and non‑technical stakeholders
Communication Scope
Excellent communication and interpersonal skills; Able to work effectively with both technical and non‑technical stakeholders
Process & Methodology
Ability to manage multiple priorities in a fast‑paced environment
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