Application Support Analyst

At Findel Education, we're passionate about supporting education for generations. We're looking for an Application Support Analyst to join our team and play a key role in keeping our live application estate running smoothly and reliably. This is an operational role with real impact. You'll be the person who takes an escalated support ticket, investigates what's happening in the system - using SQL queries, application logs, and read-only code review - documents your findings clearly, and gets the right information to the right people. You'll bridge the gap between our Service Desk and Development teams, making sure nothing gets stuck and nothing falls through the gap between teams. What you'll be doing

• Triaging escalated tickets from the Service Desk - assessing priority and severity and routing them with clear documentation.
• Investigating application issues using read-only access: running SQL queries, reviewing application logs, and reading relevant sections of code to understand system behaviour.
• Documenting findings clearly and accurately so that development squads can act quickly, without needing to re-investigate from scratch.
• Running approved operational scripts and tools to resolve or work around known issues, following defined runbooks.
• Working with Product Owners and BAs to clarify correct expected application behaviour when it is unclear or in dispute.
• Identifying and flagging recurring issues to the owning squad and BAs as candidates for a permanent fix.
• Keeping stakeholders informed throughout the resolution process — proactively, without being chased.
• Maintaining and improving support runbooks as new issues and resolutions are identified. What we're looking for
• Experience in an application support, IT helpdesk, technical operations, or similar role.
• Comfort working with data — ability to run and interpret SQL queries to investigate issues.
• Confidence reading application logs and making sense of what they describe.
• Comfortable reading code to understand what a system is doing (read-only — no changes required).
• Experience working within a ticket-driven support environment.
• Excellent communication skills — able to write clear, accurate summaries for both technical and non-technical stakeholders.
• A proactive, process-following mindset with a genuine curiosity about how systems work. Why join Findel? At Findel, you'll be part of a collaborative team that supports some of the UK's leading education brands. You'll have the opportunity to build deep knowledge of how business-critical applications work in practice, develop your technical investigation skills, and make a real difference by keeping systems running smoothly for the people who depend on them. What you'll bring
• Strong analytical and problem-solving abilities
• Technical curiosity and a desire to understand how systems work
• A customer-focused mindset
• Excellent written and verbal communication skills
• Ability to remain calm and methodical under pressure
• Passion for getting to the bottom of a problem and making sure the right people have what they need What in it for you?
• Hybrid working
• Competitive salary
• Annual bonus opportunity
• 25 days holiday plus bank holidays
• Holiday buy and sell scheme
• Pension scheme
• Life assurance
• Employee discount and reward platform
• Career development and learning opportunities
• Wellbeing support and Employee Assistance Programme Ready to Apply? Join us and help keep the applications that support education running smoothly, reliably, and effectively. Findel Education - Growing education for generations.