Publicat 20 Sep 2019 | Reactualizat 18 Oct 2019 | Expiră 21 Oct 2019

Application Support Analyst - L3

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Candidatul ideal

As an Application Support Analyst you will provide the 3rd level of support for internal and external users for the Darwin Application.
You will assume ownership of support cases and will follow through until the case is either resolved or escalated as a software defect. You will be expected to use a variety of software tools and the knowledge base as well as liaising with product managers / software engineers in order to reach a resolution or workaround to an issue.
You will also be required to give support for some other web based applications, such as Jira and Confluence.

Descrierea jobului

What will you be doing:

  • Provide 3rd line support to internal and external customers for service requests/incidents raised via the service desk platform, in respect of the Darwin application
  • Monitor application performance using specific monitoring tools and work together with Infrastructure and Cloud Engineering teams to diagnose and resolve performance issues
  • Create and maintain knowledge base articles to document defects, common issues and processes, thus supporting internal and external clients to self-service
  • Database interrogation using SQL Server and MongoDB queries to analyze impact of defects and provide information to the business upon request
  • Investigate, diagnose and report software defects in a clear, concise manner to Software Engineering Team for resolution and test the implemented fixes
  • Identify and implement workarounds until the underlying issues/defects are resolved
  • Support and oversee releases of new Darwin iterations as per release calendar

We are looking for a PINK person, with:
  • Strong problem solving skills
  • Excellent communication skills at all levels
  • A commitment to quality and a thorough approach to the work
  • A technical aptitude and self-motivation to quickly learn and understand new technologies
  • Experience with MS SQL Server, MongoDB and supporting ASP.Net Applications an advantage, but not essential. We can teach you this!
What we offer:
  • A yearly budget and the opportunity to build your own flexible benefits package
  • Work as part of a geographically distributed team, with colleagues in UK and Singapore
  • Fast-paced, agile work environment and the opportunity to work with our impressive clients

Descrierea companiei

Thomsons Online Benefits will use the personal data provided in this application to consider your suitability for a role within the organization and to communicate with you. Please find our full privacy notice on our Company Website.


There’s nothing ordinary about Thomsons Online Benefits :)

Our passionate PINK culture, benefits expertise, collaborative partner ecosystem and our innovative technology are as extraordinary as our people. Our people, power the rocket ship that is our Darwin™ product – a cloud-based global benefits management and employee engagement software, used by some of the world’s most innovative companies.

500+ Thomsons People are devoted to helping HR and reward professionals to deliver impactful, cost effective benefit schemes, whilst enabling their employees to engage with their benefits, throughout their lives. We work with the world’s leading employers to maximize the power of Darwin™ in over 85 countries and around 25 languages

If you wish to apply directly please send us your detailed English resume at: [email protected]

For more information please visit our careers website:

Application Support Analyst - L3  -  Thomsons Online Benefits

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