As an IT Application Support Analyst your role will be to:

  • Provide application support for critical line of business applications, being a resolver group for the Service Delivery Team including (but not limited to) Service Now, Iconi, Ingeus Works, Refer-All, Iconnect, and Sharepoint.
  • Management of existing relationships with Key Software suppliers
  • Work with Business Pillars to resolve Issues effectively as part of the Application Resolver Group


  • Supporting the business with line of business Applications
  • Be proactive as a key member of the IT Application resolver group for all applications within the Application Tier
  • Managing tickets with Service Now ensuring queries and resolutions are kept up to date within the defined SLA
  • Updating IT Knowledge Base for known issues/fixes and user training guides and communicating to the IT Service Desk team in a timely fashion
  • Support the Supply Chain Partners with any technical queries around Application plugins or Compatibility Issues
  • Be a critical team member in regard to escalation of Application outages with third party providers, liaising with the Application Support Manager and Stakeholders to ensure application continuity and minimising outages where possible
  • Maintain a close working relationship with IT Service Desk to escalate ongoing issues and provide resolutions, user training or guidance where necessary
  • Monitor Application for compliance to Ingeus IT Standards and policies
  • Collaborate with cross functional teams in regard to successful implementation of hot fixes and upgrades
  • Where required, closely work with the Development Team to support with developing the application.



  • Application Support Experience in a dynamic environment
  • Proven Customer and relationship management
  • Ability to demonstrate competent IT literacy around applications and systems
  • Service Awareness preferably ITIL
  • Investigation and diagnostic skills
  • Self-confidence and interpersonal skills
  • Analytical and problem-solving skills
  • Good communication (both verbal and written)
  • Planning and organising skills
  • Able to operate effectively in a team environment with both technical and non-technical team members
  • Able to operate with minimal supervision
  • Able to manage time effectively, set priorities appropriately, schedule calls
  • Able to maintain professional demeanour under stress
  • Able to operate within customer standard operating procedures


  • Experience in the Welfare to work and Justice Sectors
  • Administrative Service Now Experience
  • Administrative SharePoint Experience
  • Microsoft Dynamics Experience
  • ITIL V3 Foundation Accreditation or Higher
  • Experience of LEAN Six Sigma processes
  • Experience in Developing Applications in .net, Dynamics

This role will be subject to the following requirements;

  • The company obtaining satisfactory references, covering the last 3 years of employment including gaps
  • The company obtaining a satisfactory Enhanced Disclosure Certificate in respect of you from Disclosure Scotland/ the Disclosure and Barring Service in England and Wales;
  • Your legally entitled to reside and work in the UK 


As an Ingeus Employee, you will have access to a range of benefits including:

  • A flexible working environment – work from home 2 days a week
  • 25 days annual leave plus bank holidays
  • Life insurance
  • Private medical care
  • Company pension
  • Online discount shopping
  • Additional leave for personal development and community volunteering

The opportunity to buy extra perks such as extra annual leave, critical illness cover, dental insurance, discounted gym membership, wellbeing services and more.

About us

Part of international human services provider, APM Group, Ingeus is all about people and our mission is to enable better lives. We specialise in creating and delivering employment, health, justice, and youth services. Every day our teams across the UK help people improve their employment, skills, and wellbeing. We’re purpose-led, passionate and proud to work with our colleagues, customers and communities to drive social change.

At Ingeus, we value diversity and inclusion and actively encourage applications from everyone, including those that are underrepresented in our workforce. We promote equality of opportunity in all aspects of employment, including a positive working environment. We are a Disability Confident Leader, a Mindful Employer, a Stonewall Champion, and we’re committed to the Armed Forces Covenant.

Job no:

Applications close:
31 Jan 2022