- Company Name
- Toyota Financial Services (UK) PLC
- Job Title
- Application Support Specialist
- Job Description
-
**Job Title:** Application Support Specialist
**Role Summary:**
Provide proactive 1st‑ to 3rd‑line technical support for business applications and services within a cross‑functional technology operations environment. Act as the primary liaison between business users, application vendors, and project teams, managing incident resolution, change implementation, and continuous service improvement against agreed service levels.
**Expectations:**
- Deliver high‑quality, timely support for a range of applications and interfaces.
- Participate in a 24/7 rotation, covering business hours and out‑of‑hours releases.
- Meet or exceed individual and team Service Level Agreement (SLA) targets.
- Maintain up‑to‑date system knowledge and documentation to reduce single points of failure.
- Collaborate with internal and external stakeholders to resolve incidents and support change.
**Key Responsibilities:**
1. Manage user support tickets, ensuring resolution within SLA.
2. Conduct problem analysis, root‑cause investigation, and post‑incident reviews.
3. Configure and maintain application environments: accounts, parameters, roles, workflows, and interfaces.
4. Perform system maintenance, data movement, and data integrity checks.
5. Support change initiatives: impact assessment, design input, configuration, and service transition.
6. Create and share knowledge articles, runbooks, and process documentation.
7. Participate in major incident management and change implementation reviews.
8. Recommend and implement service improvement initiatives to enhance stability and user satisfaction.
9. Engage with vendors, ensuring ticket resolution and compliance with contractual obligations.
10. Monitor and control operational expenditures within the approved budget.
**Required Skills:**
- Proven experience in IT application support (1st‑ to 3rd‑line).
- Strong analytical and problem‑solving abilities.
- SQL proficiency, operating‑system fundamentals, data movement, and web interface knowledge.
- Experience in vendor ticket management and SLA compliance.
- Ability to configure and administer enterprise applications.
- Familiarity with change management processes (Impact assessment, design review, configuration, service transition).
- Excellent communication skills and stakeholder engagement.
- Continuous learning orientation to become a subject‑matter expert.
**Desirable Skills:**
- Support for robotic process automation or other process‑automation tools.
- Technical exposure to Retail POS, Contract Management, or reporting systems.
**Required Education & Certifications:**
- Minimum of a Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent professional experience.
- Relevant certifications (e.g., ITIL Foundation, Microsoft Certified: Azure Fundamentals, or equivalent) are advantageous but not mandatory.