Professional, Accountable
PACE
Collaborative, Evolving

Application Support Analyst

Vacancy Salary £40,000 per annum
Vacancy Location Long Stratton, Norwich, Norfolk
Mergefield Title {Mergefield Value}
Mergefield Title {Mergefield Value}

This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.

Fulltime: 37hrs per week 
Proposed Interview Date: TBC

We have an exciting opportunity for a Application Support Analyst to provide proactive and responsive support across our platforms to ensure high availability, strong performance, accurate data flows, and an excellent end-user experience.

Key Responsibilities Include:

  • Act as a second/third line point of contact for application-related issues, providing timely, professional support to users.
  • Diagnose and resolve incidents, requests, and queries related to supported applications, using structured troubleshooting and root cause analysis.
  • Monitor application performance, integrations, and scheduled jobs (where applicable), identifying issues before they impact services.
  • Investigate recurring issues, identify trends and contribute to problem management to reduce repeat incidents.
  • Support the end-to-end change lifecycle: impact assessment, testing coordination, scheduling, communications, and hyper-care.
  • Build and improve the knowledge base to increase first-contact resolution and reduce dependency on individuals.
  • Identify opportunities for automation, monitoring improvements, and process enhancements that improve reliability and user experience.

For a full list of responsibilities please see the attached Role Profile

Our Ideal Candidate Will Have:

Educations and Qualifications:

  • Degree level or equivalent in Computer Science or related field, or equivalent experience. (E) 
  • ITIL Foundation (desired but not essential if equivalent experience is demonstrated). (D)
  • MS Azure and/or Power Platform certification at a foundation level.(D)

Skills, Knowledge and Abilities:

  • Experience supporting business applications in a service environment (ideally off-the-shelf SaaS and/or hosted platforms).(E) 
  • Strong incident management and structured troubleshooting skills (including clear fault isolation and root cause thinking).(E) 
  • Experience working with third-party vendors and managing escalations effectively.(E) 
  • Good understanding of ITIL-aligned service management practices (incident, problem, change).(E) 
  • Comfortable working with data and integrations (e.g., recognising interface issues, validation checks, basic SQL/report troubleshooting beneficial).(E) 
  • Hands-on experience with configuration, deployment, and environment management for supported systems.(E) 
  • Excellent communication skills to support the creation and updating of knowledge base items for both technical and non-technical audiences.(E) 
  • Experience supporting CRM systems and/or scheduling/workforce management tools.(D)
  • Exposure to housing sector systems/processes (repairs, tenancy management, customer contact, scheduling).(D)
  • Experience with service management tools,(D)
  • Basic understanding of API concepts, integration patterns, or middleware/iPaaS tools.(D)
  • Experience contributing to testing (UAT/regression), release coordination, or change governance.(D)

Personal Attributes:

  • Confident communicator able to engage both technical and non-technical audiences.
  • Proactive, innovative, and committed to continuous improvement.
  • Collaborative, with mentoring and leadership capabilities.
  • Customer-focused, with a commitment to improving services through data.
  • Excellent influencing and negotiating skills.
  • Excellent verbal and written skills.
  • Strong understanding and exercise of risk management.
  • Strong organisational and time management skills.
  • Experience working in a busy, fast-paced workload, and managing multiple projects to meet deadlines.

We are a housing association based in Norfolk providing quality homes and services to people across the county and in Suffolk.

We manage over 6,000 homes including affordable homes for those in housing need who cannot afford to rent or buy in the open market.

We offer specialist homes for older and vulnerable adults and are committed to providing new homes to help solve the housing crisis.


At Saffron

We have a huge commitment to our employees. We want the team at Saffron to be happy, empowered, motivated and feel proud to be part of the Saffron community. We know by having great people we can do a great job for our tenants. We trust our colleagues to do the right thing and we are looking for people whose values are aligned with ours (PACE – Professional, Accountable, Collaborative and Evolving).

You will have the freedom to learn and grow. We are passionate about investing in our people, providing them with the skills they need now, and for their future aspirations. We do this by offering a blend of learning opportunities, including our innovative e-learning platform where learning is self-directed allowing people to learn what they want, when they want to.

We work with and support our people to work in an agile way to ensure that have the right work/life balance. They have the choice to work in the office, work from home, coffee shop, park or a combination of all. We have recently refurbished our offices to encourage collaborative, agile working.

As an inclusive employer, we are committed to the equal treatment of all current and prospective employees and have a zero tolerance policy relating to discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join the Saffron Community.

Inspiring Organisation:
Outstanding colleague engagement

Inspiring Organisation sets out the path to outstanding colleague engagement which we believe necessary to achieve 90% tenant satisfaction, and the actions we will take over the next year.

Inspiring Communities:
90% customer satisfaction

Inspiring Community sets out the path to increasing tenant satisfaction from 74% to 90%, and the actions we will take over the next year.

Inspiring Innovation:
Creating £3m of capacity to invest

Inspiring Innovation sets out the path to freeing up a further £3m per year that we believe necessary to invest in providing the best possible home, service and workplace, and the actions we will take over the next year.

Governance

We will operate in a culture where strong governance, compliance and risk assessment is business as usual.

Homes

We will actively manage our existing homes, and deliver new affordable housing to provide quality homes for current and future customers.

Learning And Development

Covers the membership fee of one professional body relevant to your job role, and excellent opportunities for training & courses

Time Off

Generous holiday entitlement, Holiday Trading, Volunteer and study days, and Enhanced Family Leave

Prioritising Mental Health

Access to our Employee Assistance Program, trained Mental Health First Aiders and wellbeing check-ins

Aviva Pension Scheme

Choose your contribution and Saffron match up to 10%, and we offer Life Assurance cover

Health Schemes

Bupa Private Medical Insurance, Medicash Cashback Plan [eligible after probation completion]

Salary Sacrifice Schemes

Cycle to work, and Tusker Car Scheme

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