JOB DESCRIPTION
JOB TITLE:
Application Support Analyst
SECTION:
ICT
DEPARTMENT:
ICT
DIVISION:
Finance
RESPONSIBLE TO:
Business Systems Development and Support Manager.
HEAD OF DEPARTMENT OR DIRECTOR: Nick Napier
Team Organogram
Finance Director
Head of ICT
Business Systems Development
and Support Manager
Business Systems Support
Analyst
ZPD System Designer
Application Support Analyst
ZPD/ ICT Programmer
Application Support Analyst
VACANT
Business Application Support and Development
Key Purpose of the Job
To perform application maintenance and support services and small developments on the
core ZSL business and ticketing systems based on work plans set by the Business Systems
Development and Support Manager.
Responsibility for Resources:
People
The role has no reports or staffing responsibilities
Other

Plant, machinery, equipment, materials and products
o Access will be given to ZSL business critical servers as part of the role.

Confidentiality
o The post holder is responsible for handling all data in a confidential way and
all personal data within the terms of the data protection act.
Main duties and key responsibilities

Providing application configuration and maintenance on ZSL’s business facing systems,
by becoming an expert on the use of all aspects of these systems;

Delivering support to existing business users and investigating and resolving application
errors, data discrepancies and queries;

Developing, where agreed and feasible, customizations to ZSL’s in-house web sites;

Working with the Business Systems Support Analyst in identifying and proposing
application system changes, enhancements and developments and liaising with
appropriate vendors, users and the ICT Team.
Application support

Receive and log requests for support from help desk, other service delivery staff and/or
users; investigate problems and other requests for support and determines appropriate
actions to take. Prioritise requests in accordance with agreed criteria and with reference
to the Business Systems Support Analyst

Monitor progress of requests for support and ensure users and other interested parties
are kept informed.

Provide correct responses to requests for support by means of for example: making
modifications to system parameters, developing work-arounds or site-specific
enhancements, reconfiguring systems, changing operating procedures, training users or
operations staff, producing additional documentation, or escalating requests to software
suppliers. Ensure all work is carried out and documented in accordance with required
standards, methods and procedures.

Monitor application systems for which responsible by regular scrutiny of reports from the
applications software or the ICT team. Note problems and identify performance trends.
Where approved, take corrective action to improve performance and to avoid problems
arising;

Liaise with software suppliers on the development of system enhancements to overcome
known problems or further fulfill user requirements.

Identify and develop enhancements and functionality changes on internal web sites
using for example, the provided tools and templates or developing and testing
appropriate code.
Business analysis

Assist the Business Systems Support Analyst to investigate and model business
functions, processes, information flows and data structures, using methodical and
consistent techniques; (ii)
investigate operational requirements and problems,
contributing to improvements; (iii) specify information flows, processes/procedures that
will meet the business requirements;

Document work, take part in user meetings and assist in presenting issues and solutions
both orally and in writing.
Assists in defining acceptance tests for new or changed automated systems.

Building relationships

The post holder will build relationships with all users of the business systems, and will
act as a point of contact for ensuring all issues are properly understood and
documented as part of the requirement gathering and problem resolution process.
Mental Demands

The post hold must be able to relate and understand how business activities are
supported by business systems, and how those systems process information to produce
the desire outcomes.

Where programming and other configuration work is required, attention to detail and the
ability to concentrate for intense periods is required in order to deliver correct and
accurate solutions.
Flexibility

While the majority of work will be planned and scheduled, the nature of the role requires
that the post holder can respond, under guidance where necessary, to rapid changes in
priorities in the event of problems or issues arising that materially affect the ability of the
business to process income or service customers
Working Conditions

This post is office based and occasional travel to Whipsnade will be required.
Expectations of job holder

To ensure that the policy for equality of opportunity is adhered to and promoted in all
aspects of the post holder’s work.

To ensure effective quality control and continuous improvement in all aspects of the work
and responsibilities attached to this post.

Demonstrate professionalism towards sensitive and confidential information.

To comply with and promote Health and Safety policies and procedures and to
undertake recommended Health and Safety training as and when necessary.

To be committed to professional self-development, through participation in in-service
training as necessary for the successful carrying out of the job.

To undertake such other duties as are commensurate with the grade of the post.
NB: This job description is designed to outline a range of main duties that may be
encountered. It is not designed to be an exhaustive list of tasks and can be varied in
consultation with the post holder in order to reflect changes in the job or the organisation.
Person Specification
a) Analytical thinking - acquiring understanding of a problem or situation by breaking it
down systematically into its component parts and identifying the relationships between
these parts;
b) Attention to detail - applying quality standards to all tasks undertaken and ensuring that
nothing is overlooked;
c) Information acquisition - well developed analytical and problem solving capabilities in
identifying gaps in the available information required to understand a problem or situation
and devising means of remedying such gaps;
d) Customer focus - understanding the needs of the internal or external customer and
keeping them in mind when taking actions or making decisions;
e) Oral and written expression - communicating effectively by word of mouth and in writing.
f) Strong time management responsibility and project management skills
g) Good communication and interpersonal skills with an aptitude for communicating
complex technical issues to both peers and non-technical staff.
Qualifications & Experience
Ideally educated to S/NVQ for Information/ Communication Technology, or sound
experience in a comparable role. Or a recognised technical qualification and/ or certification
in chosen areas.
Proficient knowledge of:
Development tools and languages – ideally:
 SQL server.
 .NET 3.5 / 4
 ASP
Knowledge of reporting tools, specifically any of:
 Crystal Reports
 SSRS
 Power BI
Beneficial to have:
 Patrons Edge (PE) [ticketing system]
 SRO4 [ticketing system]
 Raisers Edge (RE)
 SSIS / SSAS
 Microsoft SharePoint 2013
 HTML
 Excel
Experience
a) Application systems – experience of recording and solving application support issues
from customers, prioritising requests, implementing and communicating timely
solutions, both in database and web environments.
b) Developing reports and extracting data from SQL databases using tools such as
Crystal or SQL server tools;
Knowledge
a) Knowledge of programming languages and development methodologies;
b) Business analysis techniques - familiar with techniques which help in modelling and
understanding a business and its operation. Examples: functional business process
models, and operating procedures;
c) Information modelling tools – familiar with tools and techniques which can be used to
document an understanding of the structure, relationships and use of information
within an organisation. Examples: information usage model, relational data model,
data flow model;
d) Operating systems – familiar with Microsoft Windows and Server;
e) Operating infrastructure – familiar with general IT infrastructure (hardware,
databases, operating systems, local area networks etc);
f) Professional standards - familiar with safety standards, help desk procedures,
corporate quality and change management processes.
Skills & Abilities
a) Business analysis techniques - familiar with techniques which help in modelling and
understanding a business and its operation. Examples: functional business process
models, and operating procedures;
b) Information modelling tools – familiar with tools and techniques which can be used to
document an understanding of the structure, relationships and use of information
within an organisation. Examples: information usage model, relational data model,
data flow model;
Other Requirements
Occasional weekend work may be required. Overtime or time off in-lieu will be given.