Application Support Analyst


Flexible across all sites

REFERENCE: 01.22.01
CLOSING DATE: 1/28/2022 12:00:00 AM

Job Purpose:

As an Application Support Analyst, you will form an integral part of the service desk and technical support teams. 

Your role will include working closely with end users, key stake holders, and relevant technology teams to resolve issues, respond to user requests for help, and identify opportunities for improvement to existing systems and solutions and the escalation of problems and issues to the relevant support teams and 3rd party suppliers. 

You will be assisting with the development of new systems and services and with system updates and upgrades. With your detailed knowledge and understanding of systems and processes, you will help build and maintain self-service help portal and knowledge base for users.  

You should be comfortable with learning new processes and applications and be able to communicate about them with stakeholders, including non-technical and technical colleagues. 

Key Duties & Responsibilities:

  • Triage of problems, faults and issues reported via service desk to application support queue.
  • Triage of problems, faults and issues reported via service desk to application support queue.
  • Providing application support services for existing applications and solutions; including troubleshooting and problem resolution (root cause analysis).
  • Working with the Service Desk to Identify, Escalate and resolve issues with Core CMS and Productivity Suite Applications (Visualfiles, MS Office/Office 365)
  • Liaising with the customers, technical colleagues and third-party suppliers.
  • Working with development, technical and services teams to implement fixes and improvements to commercially available and bespoke applications.
  • Assisting in the testing process during upgrade of existing applications.
  • Detailing and on boarding/decommissioning of existing and new applications.
  • Supporting the implementation and ongoing improvements of automation tooling for development, test, release on traditional and cloud infrastructure.
  • Undertaking knowledge transfer to enable Service Desk and Support Teams to implement fixes and updates.
  • Working with training team to ensure knowledge gaps are filled.

Experience & Knowledge:

  • A passion for software and technology
  • Experience of working with Microsoft Office / Office 365
  • Experience using help desk software 
  • Experience with third line (development) support and bug fixing
  • Excellent customer service and communications skills
  • Proven analytical, technical and problem-solving skills with excellent attention to detail
  • The ability to evaluate, troubleshoot and follow-up on customer issues; replicate and document issues for further escalation
  • Organised, professional and adaptable
  • Comfortable in a fast-paced environment, able to manage multiple projects/problems on tight deadlines
  • Ability to work with a large amount of information and prioritise workloads
  • Ability to explain concepts/issues to technical and non-technical customers or colleagues
  • Willing to learn and knowledge share
  • Positive attitude and a flexible approach


  • Previous experience within a legal or insurance environment.
  • Experience of working with Lexis Nexis Visualfiles or Legal workflow applications


Visualfiles Developer

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