Senior Application Support Analyst

ppWe are looking for a proactive, hands-on bSenior Application Support Analyst /b with strong application support experience to provide Level 2 support for Quantios ViewPoint (VPoint) and associated integrations. This is not a traditional service desk role. You will act as the bridge between business users, vendors, and Level 3 teams to ensure timely resolution of incidents, management of critical issues, and continuous improvement of application services. /p pVistra is a global leader in corporate services, and we’re in the middle of one of the most ambitious payroll transformation programs in our history. Our purpose is progress: we remove the complexity of global business so our clients can move forward without friction. /p pAt the heart of our Business Application platform is Quantios ViewPoint (VPoint), a business-critical application supporting entity administration, practice management, and accounting functions across the organisation. Ensuring stability, performance, and continuous improvement of this platform requires a proactive support professional who thrives on problem-solving, ownership, and delivering results in a fast-paced global environment. /p pYou will report into the Business Applications organisation and work closely with business stakeholders, vendors, cross-functional technology teams and DevOps teams. This is a high-visibility role where your ability to lead incident resolution, communicate effectively, take ownership, and drive service improvements directly impact operational effectiveness and user satisfaction. /p h3Key Responsibilities /h3 ul liOwn, drive, and coordinate Level 2 support activities for Quantios ViewPoint (VPoint) and associated applications. /li liProvide and maintain high-quality customer service for internal stakeholders. /li liManage, communicate, and coordinate resolution of critical and high-priority incidents. /li liTake leadership during major incidents and drive resolution activities across multiple support teams. /li liCollaborate closely with business users, cross-functional technology teams, vendors, and Level 3 DevOps teams to resolve application issues. /li liInvestigate and troubleshoot complex applications, integration, and data-related issues with urgency and minimal escalation. /li liPerform detailed root cause analysis (RCA) and drive permanent solutions to recurring incidents. /li liProactively identify recurring issues, trends, and service risks and coordinate actions to address them. /li liProactively monitor application health, integrations, alerts, scheduled jobs, and system errors, raising concerns before business impact occurs. /li liEscalate system defects and platform issues to vendors, cross-functional technology teams and DevOps teams with complete technical analysis and supporting evidence. /li liEnsure incidents, requests, and problem records are managed within agreed service levels. /li liSupport application upgrades, releases, testing activities, and production deployments. /li liCreate and maintain technical documentation, knowledge articles, operational procedures, and troubleshooting guides. /li liDeliver regular status reporting on incidents, service performance, risks, and improvement initiatives. /li liBuild scalable support processes and operational playbooks that improve service quality and efficiency. /li liDrive continuous service improvement initiatives to enhance application stability, reliability, and user experience. /li /ul h3Technical Professional Competencies /h3 ul liProven track record supporting business-critical enterprise applications in a production environment. /li liStrong troubleshooting and diagnostic skills with the ability to analyse complex technical issues. /li liExcellent critical thinking and analytical capabilities. /li liExperience managing incidents, problems, and service requests within an ITIL-based support environment. /li liStrong understanding of application architecture, integrations, and data flows. /li liExperience working with enterprise ticketing systems such as ServiceDesk Plus, ServiceNow, Jira, or equivalent platforms. /li liAbility to analyse application logs, system alerts, interfaces, and error messages to determine root causes. /li liKnowledge in SQL a plus but not required /li liknowledge of APIs, batch processes and integrations, a plus but not required /li liExperience working with third-party vendors and managing escalations through to resolution. /li liUnderstanding of application monitoring tools and proactive operational support practices. /li liAbility to produce clear and structured operational reports, RCA documentation, and executive updates. /li liUnderstanding of change management, release management, and service transition processes. /li liExposure to SaaS and cloud-based business applications. /li liFamiliarity with DevOps operating models and support processes. /li liStrong knowledge of ITIL Service Management principles and best practices. /li /ul h3Delivery, Leadership Communication /h3 ul liDemonstrated ability to manage multiple priorities without compromising service quality. /li liStrong ownership mentality; takes accountability and drives issues through to completion. /li liQuick learner who rapidly understands new applications, technologies, and business processes. /li liThrives in fast-paced, high-pressure environments where priorities can change quickly. /li liExceptional communication skills with the ability to engage effectively with both technical and non-technical stakeholders. /li liProven ability to lead incident resolution calls and coordinate activities across multiple teams. /li liAbility to articulate risks, blockers, root causes, and recommended actions clearly and concisely. /li liStrong stakeholder management and vendor engagement skills. /li liConfident, credible, and composed during critical production incidents and executive communications. /li /ul h3Who You Are /h3 ul liA proactive problem solver who takes initiative and ownership. /li liA quick learner who can rapidly adapt to new technologies and business processes. /li liStrong troubleshooter with a passion for understanding complex issues and driving resolution. /li liCritical thinker who approaches challenges analytically and methodically. /li liCustomer-focused and committed to delivering excellent service. /li liComfortable working across global teams and managing competing priorities. /li liCollaborative by nature and effective at building strong working relationships. /li liDetail-oriented with a commitment to operational excellence and continuous improvement. /li liSomeone who identifies opportunities before they become problems and acts proactively. /li /ul h3Role Minimum Requirements /h3 pbBaseline Qualifications /b /p ul liBachelor’s degree in computer science, Information Technology, Information Systems, Engineering, or a related discipline. /li liMinimum 4 years of experience in Application Support or Minimum 3 years of experience providing Level 2 support for business-critical applications. /li liStrong experience managing incidents, problem records, and root cause analysis activities. /li liExperience working with vendors, third-party suppliers, and global support teams. /li liWell-versed in ITIL Service Management processes and operational support practices. /li liExperience supporting enterprise applications and associated integrations. /li liStrong written and verbal communication skills in English. /li /ul pbDesirable /b /p ul liExperience supporting Quantios ViewPoint (VPoint) or similar Entity Management / Corporate Services platforms. /li liExperience within Corporate Services, Financial Services, Fund Administration, or Professional Services industries. /li liITIL Foundation certification. /li liExperience with ServiceDesk Plus, ServiceNow, Jira, or comparable ITSM platforms. /li liExposure to SQL databases, reporting tools, and application monitoring platforms. /li liFamiliarity with Azure, cloud technologies, and DevOps support models. /li /ul h3Why Vistra /h3 pThis is a career-defining opportunity. You will be at the center of a global transformation program with direct visibility to senior leadership. At Vistra, we offer flexible working arrangements and prioritize the growth of our people. /p pWe invest in continuous learning, mentorship, and career progression. You will sharpen your expertise across global payroll, data engineering, and enterprise transformation while working alongside some of the best in the industry. /p pIf you’re the kind of person who runs toward complexity, takes pride in getting things done right, and wants your work to matter, we want to hear from you. /p /p #J-18808-Ljbffr