Senior IT Applications Support AnalystLocation:Dublin 1Contract:18-month Fixed Term (with view to permanent)Salary:€62,000 – €66,000 per annumBonus:10% annual performance bonusWork Pattern:Hybrid – 2 to 3 days onsite / remainder of days remoteEligibility:Candidates must have full working rights in Ireland (no sponsorship available)OverviewWe are seeking a proactive and highly experiencedSenior IT Applications Support Analystto join a leading organisation within theinsurance 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 ResponsibilitiesProvide 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 RequirementsParticipation 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 RequiredMinimum 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).DesirableExperience supporting financial or insurance platforms.Background within the insurance or financial services sector .