Senior IT Applications Support Analyst
Location:
Dublin 1
Contract:
18-month Fixed Term (with view to permanent)
Salary:
€62,000 – €66,000 per annum
Bonus:
10% annual performance bonus
Work Pattern:
Hybrid – 2 to 3 days onsite / remainder of days remote
Eligibility:
Candidates must have full working rights in Ireland (no sponsorship available)
Overview
We are seeking a proactive and highly experienced
Senior IT Applications Support Analyst
to join a leading organisation within the
insurance sector
. This is a critical role supporting a newly implemented enterprise software platform, with responsibility for end-to-end Incident and Service Request Management.
The successful candidate will take a hands-on approach to diagnosing and resolving complex application issues, ensuring minimal disruption to business operations. You will work closely with internal stakeholders and multiple third-party vendors to deliver a high-quality, customer-focused support service aligned to business objectives.
This role requires strong technical capability, excellent communication skills, and solid business acumen, along with the flexibility to provide out-of-hours support when required.
Key Responsibilities
* Provide a highly responsive and professional application support service, ensuring all user needs are prioritised and addressed effectively.
* Ensure all incidents, service requests, and changes are accurately logged, tracked, and documented within the designated ticketing system, maintaining full traceability and accountability.
* Take full ownership of incidents and service requests from identification through to resolution, ensuring adherence to agreed SLAs and KPIs.
* Lead and coordinate issue resolution activities with third-party vendors and internal IT teams to ensure timely and effective outcomes.
* Conduct detailed root cause analysis of application issues and implement robust, long-term solutions within agreed service timelines.
* Communicate clearly and professionally with users and vendors, providing regular updates on progress and resolution status.
* Perform day-to-day application administration activities including user access management, system configuration, and routine maintenance.
* Define, manage, and oversee release management processes, ensuring system releases are delivered smoothly with minimal business impact.
* Develop, maintain, and enhance comprehensive documentation including SOPs, user guides, configuration documentation, knowledge base articles, and issue resolution procedures.
* Prepare and deliver regular reports on application performance, support activity, and incident metrics, presenting updates at governance meetings as required.
* Ensure strict adherence to ICT service operation procedures aligned with ITIL best practices, including Incident, Problem, Change, Service Request, and Release Management.
* Drive continuous improvement initiatives by identifying opportunities for automation, AI adoption, and process optimisation to improve efficiency and service quality.
* Build strong, collaborative relationships with internal stakeholders, business users, and external vendors.
Out-of-Hours & Onsite Requirements
* Participation in out-of-hours support activities, including evenings and weekends, as required.
* Minimum of
2 days per week onsite
in Head Office, with additional onsite attendance as required by IT or business teams.
* Initial training will be delivered onsite.
Skills & Experience Required
* Minimum
5 years' experience
in a senior application support role within a complex, multi-system environment.
* Proven experience working with
ITIL and DevOps methodologies
.
* Strong experience in incident resolution, service request management, and third-party vendor coordination.
* Demonstrated ability to deliver exceptional customer service with a strong customer-centric mindset.
* Proven ability to manage issues end-to-end and work autonomously in a fast-paced environment.
* Excellent analytical, problem-solving, planning, and organisational skills.
* Outstanding written and verbal communication skills, with the ability to explain technical issues in clear, non-technical language.
* Ability to influence stakeholders, manage expectations, and build productive working relationships.
* Experience writing
SQL queries and reports
.
* Working knowledge of
Microsoft Power Platform
(beneficial).
* Bachelor's degree in IT, Computer Science, or a related discipline (or equivalent practical experience).
Desirable
* Experience supporting financial or insurance platforms.
* Background within the
insurance or financial services sector
.