About this role
Salary: £39,857 - 45,000 per year
Requirements: Experience working in housing or a similar sectorAn ITIL or equivalent service management qualificationExperience supporting business applications in a user-facing environmentExperience using NEC system (highly desirable)The ability to provide clear, practical guidance to colleagues with different levels of technical knowledgeStrong problem-solving skills, with the ability to identify root causes and recommend practical improvementsExperience working with third-party support providers and managing escalationsA 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 standardAct as a key point of contact for business users, responding to system queries and providing clear, practical guidance on application use and business processesHelp colleagues understand how applications are designed to be used, promoting consistent working practices and adherence to agreed processes and controlsEngage 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 qualityDeliver user training and knowledge-sharing activities that help colleagues use business applications confidently and effectivelyWork closely with the Applications Support Manager and Product Owners to identify opportunities to improve services, system usability and business processesMonitor incident trends and recurring issues, contributing to problem management and recommending preventative improvementsSupport the transition of new and changed services into business-as-usual operations through user-readiness activities, documentation and knowledge transferFollow IT Service Management processes, including Incident, Problem, Change and Knowledge Management, while maintaining clear and accurate records Technologies: SupportITIL 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