Application Support Analyst

Company

Logicor is one of the leading real estate companies in Europe focusing on the ownership and management of modern logistics and distribution properties. We currently own a portfolio of 600 high quality properties with a lettable area of approx. 13.5 million square metres and manage a significant amount of additional assets on behalf of third-parties in key locations across the European supply chain. Logicor is headquartered in London and Luxembourg, with regional offices in France, the Netherlands, Germany, Italy, Poland, Portugal, Spain, Romania, Hungary, Czech Republic, Finland and Sweden.

Logicor is an equal opportunities employer that strives to recruit a diverse range of talent. We promote and recognise the benefits of an inclusive environment where people can bring their whole self to work every day and celebrate our differences and experiences.

Role Overview

In this key role you will be a major contributor ensuring high performing, trusted and well supported Systems that meet the needs of internal and external users. You will help lead the IT support for a primary business system application. This is a hands-on business (customer) facing role with a focus on issue resolution and 
improvement of application service delivery and service levels. 

Main Responsibilities: 

• Reporting into the Application Support Manager, you will be working within a small team supporting the leading core business application within Logicor.
• Building product application expertise to support resolving tickets, advising on functionality or making approved system administration changes.
• Ensuring the service desk tickets (Jira) are managed and processed effectively including:
• Triaging tickets, including, correct classification, allocation, requesting additional information or resolution. 
• Chasing tickets awaiting further information or prioritization
• Reconciling and escalating tickets with the supplier
• Ticket reporting and analysis
• Liaising with users directly across the Logicor business (Europe wide), building effective relationships across the application stakeholder community.
• Ticket escalation within Logicor and to the supplier for urgent issues. 
• Facilitating and planning ticket and release prioritization with the business and supplier.
• Application software testing prior to release. 
• Making approved system administration changes. 
• Creating release notes, training material and training end users when required.
• Applying problem management principles to reduce recurring themes, improving overall service.

Skills, Knowledge and Experience:

• Must have previous similar experience of managing support for ERP type applications, ideally including finance functionality (invoicing AR, AP, and GL). 
• Preferrable experience of lease and property management systems.
• Strong communicator, able to translate technical or complex areas into simple and understandable language.
• Attention to detail, target driven and passionate about delivering excellent service.
• Understand of ITIL principles, ideally holding ITIL foundation.
• Desirable knowledge of SQL query writing and SSRS
• Desirable knowledge of Jira as a system to capture and manage tickets & reporting.
• Used to working in a fast-paced organization and be able to manage several deadlines, ability to multi-task, prioritize and to work in an autonomous spirit.

Measure of success

• Maintenance of service levels and the reduction in incident-based ticket volumes.
• Positive customer feedback on application service and performance