Business Applications Analyst

Salary: £39,857 - 45,000 per year

Requirements:

• Experience working in housing or a similar sector
• An ITIL or equivalent service management qualification
• Experience supporting business applications in a user-facing environment
• Experience using NEC system (highly desirable)
• The ability to provide clear, practical guidance to colleagues with different levels of technical knowledge
• Strong problem-solving skills, with the ability to identify root causes and recommend practical improvements
• Experience working with third-party support providers and managing escalations
• A good understanding of IT Service Management processes, including Incident, Problem, Change and Knowledge Management

Responsibilities:

• Provide second-line and third-line support across our business applications, resolving incidents and service requests within agreed timescales and to a high standard
• Act as a key point of contact for business users, responding to system queries and providing clear, practical guidance on application use and business processes
• Help colleagues understand how applications are designed to be used, promoting consistent working practices and adherence to agreed processes and controls
• Engage proactively with users and stakeholders to identify incorrect system use, areas of misunderstanding and process gaps that may be increasing support demand or affecting data quality
• Deliver user training and knowledge-sharing activities that help colleagues use business applications confidently and effectively
• Work closely with the Applications Support Manager and Product Owners to identify opportunities to improve services, system usability and business processes
• Monitor incident trends and recurring issues, contributing to problem management and recommending preventative improvements
• Support the transition of new and changed services into business-as-usual operations through user-readiness activities, documentation and knowledge transfer
• Follow IT Service Management processes, including Incident, Problem, Change and Knowledge Management, while maintaining clear and accurate records

Technologies:

• Support
• ITIL

More:

We are A2Dominion, hiring for a Business Applications Analyst in Ealing with hybrid working and some office attendance required. This is a permanent full-time role of 35 hours per week, Monday to Friday, with a salary of £39,857 to £45,000 depending on experience. We offer flexible benefits, salary exchange benefits, rewards and discounts, 25 days holiday plus Bank Holidays increasing to 28 days with 3 years of service, up to 8% contributory pension, flexible working, and an annual allowance of up to £300 for health and lifestyle benefits for you and your family. We are proud to be a Disability Confident Employer, offer an inclusive and accessible recruitment process, and value diversity, flexibility and a family-friendly culture.

last updated 38 week of 2026