Senior Application Support Analyst

Job description

Job Title/Req Number: Senior Application Support Analyst

Base Location: Glasgow plus network of 20 offices nationally: www.kpmg88careers.co.uk/experienced-professional/#LeBlender.OfficeLocations

The KPMG Tax technology is a cornerstone of our business.  Operating from Glasgow we do work those matters, serving the region with diligence and expertise.

KPMG is one of the world's largest and most respected consultancy businesses.  We've supported the UK through times of war and peace, prosperity and recession, political and regulatory upheaval. We've proudly stood beside the institutions and businesses which make the UK what it is.

We are a network of specialists with a proven track record in tax technology who can offer a forward-thinking working environment with a supportive structure and management team. We collaborate with organisations of all shapes and sizes across a broad range of tax solutions.

Why Join KPMG as a Senior Application Support Analyst

We are looking for an experienced Support Team Leader who will be responsible for leading a team of Application Support Analysts with a broad remit across a range of vendor and internally developed applications. The location of the analysts are UK and India.

What will you be doing?

• Manage the day to day running of a team, including monthly 1-2-1’s, reviews and performance management where required.
• Manage workload and resources so that departmental cover is maintained.
• Manage business escalations, ensuring that both internal and external client issues relating to supported applications are quickly and accurately resolved.
• Assist management with strategic and project planning for the team - must be able to deputise for them when required.
• Pro-actively seek out business and process improvement opportunities.
• Prioritise and progress the resolution of tickets, identifying long term fixes.
• Own and execute key team processes including carrying out regular QA audits
• Possibility to be involved with transitioning new applications/features in to support
• Contribute to producing regular stakeholder service reporting

What will you need to do it?

• Experience in a busy customer-facing software support role, including acting as team lead/workstream lead.
• Experience with at least one IT Service Management product such as ServiceNow, JIRA Service Management or other ITSM tooling.
• Thorough knowledge of customer services processes, systems and quality measures.
• Excellent written and verbal communication skills
• Experience with the MS Office Suite

Skills we’d love to see/Amazing Extras:

• Experience of managing teams through change
• Demonstrable experience in improving individuals, increasing performance and delivery
• Experience of PowerBI or other data/reporting tools
• ITIL Foundation Certification

To discuss this or wider Tax roles with our recruitment team, all you need to do is apply, create a profile, upload your CV and begin to make your mark with KPMG.

Our Locations-

We are open to talk to talent across the country but our core hubs for Senior Application Support Analyst are:

• Glasgow
• Leeds
• London Canary Wharf
• Manchester

This position will largely be based in Glasgow

With 20 sites across the UK, we can potentially facilitate office work, working from home, flexible hours, and part-time options. If you have a need for flexibility, please register and discuss this with our team.

Find out More:

Within Tax we have a range of divisions and specialisms.  Click the links to find out more below:

• Tax at KPMG      Tax & Law (kpmgcareers.co.uk)
• About our firm: About our firm (kpmgcareers.co.uk)
• KPMG Culture. Being Inclusive: Being inclusive (kpmgcareers.co.uk)
• KPMG Workability and Disability confidence: Need Support? Let us know (kpmgcareers.co.uk)

For additional support in applying, please click the clinks to find out more:

• Applying to KPMG: www.kpmgcareers.co.uk/experienced-professional/applying-to-kpmg/
• Tips for interview: www.kpmgcareers.co.uk/experienced-professional/applying-to-kpmg/application-advice/
• KPMG values: www.kpmgcareers.co.uk/experienced-professional/applying-to-kpmg/our-values/
• KPMG Competencies: www.kpmgcareers.co.uk/experienced-professional/applying-to-kpmg/kpmg-competencies/
• KPMG Locations and FAQ: www.kpmgcareers.co.uk/faq/?category=Experienced+professionals
• KPMG Locations and FAQ: www.kpmgcareers.co.uk/faq/?category=Experienced+professionals