Application Support Analyst

  • Job Reference: 213795
  • Date Posted: 2 May 2024
  • Recruiter: hireful
  • Location: Harrogate
  • Salary: On Application
  • Sector: I.T. & Communications
  • Job Type: Full Time Flex
  • Work Hours: Full Time

Job Description

The Role:

PIB Schemes & Affinities division are recruiting for a dynamic and experienced Application Support Analyst to join the Application Support Team. Reporting to the Application Support Manager, the Application Support Analyst role would suit someone looking to build on their IT/Application support experience while working for one of the UK’s fastest growing insurance businesses. The Schemes & Affinities division operate a number of digital customer-facing brands, offering a range of insurance products including Lifestyle, Motor, Pet, Childcare, Health & Wellbeing and Specialist Disability/Mobility.

The role will be working alongside the in-house Software Development team, Application Change team and external application vendors to deliver Application support. The successful candidate must be able to communicate across business units, build relationships with technical and non-technical stakeholders, and effectively support applications.

Informal on call is required. Attractive pay incentives are offered, along with a company smart phone that can be used for personal use.

This role will offer the successful candidate learning and development opportunities along with the ability to undertake professional qualifications. You will be provided with a supportive environment for your professional development and growth.

Key Responsibilities

  • Act as the first point of call for all Application support issues ranging from 1st line to 2nd line
  • Resolve issues, troubleshoot, test and train users on multiple CRM systems using privileged access
  • Diagnose and resolve software incidents which occur, managing communication out to the business
  • Assist all end users with any software related issues when called upon
  • Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other areas of PIB where necessary
  • Accurately record, update and document requests using the Application Support helpdesk system
  • Update and create knowledge-base articles to document application support
  • Assisting in project activities
  • Act as a liaison between internal and external technical teams, facilitating effective communication and coordination during the support process.
  • Work in compliance and alignment with the Application Support processes.
  • Perform other duties required by the Application Support Manager or other senior management which are not included above, but which will be consistent with the role.



  • Experience working in a IT/Application support environment/team
  • Excellent communication skills and experience working with Technical and Business stakeholders
  • Excellent problem-solving skills and attention to detail
  • Thrives on issue resolution and demonstrates a “can-do” attitude
  • Able to effectively manage own workload
  • Strong interpersonal skills
  • Good written and oral communication skills
  • Ability to challenge on a technical level when required.
  • Enthusiastic, driven, self-motivated with a focus on quality and delivering value
  • Creative, co-operative and collaborative


  • Degree in IT or similar experience
  • Intermediate database administration skills
  • Understanding and experience in using appropriate tooling; e.g. Jira, Confluence
  • Understanding of data protection risk and knowledge of the UK GDPR.
  • Experience with insurance policy administration and claim systems, such as Acturis, Applied, SSP or Aquarium Software
  • Knowledge and experience in digital teams, especially within insurance/financial services or other regulated business environments.

Further information

As well as a competitive salary we offer the following benefits -

  • Hybrid working with 3 days in the office and 2 days WFH
  • Competitive holiday allowance with the annual option to buy additional days
  • Death in Service benefit of x4 salary
  • Company pension scheme
  • Enhanced maternity and paternity leave packages
  • A flexible benefits package which allows you to add additional benefits to your overall package
  • Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more
  • Referral schemes
  • Discounted rates on PIB products
  • We offer a first-class employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more
  • Being a part of our PIB Community Trust, we support fundraising where you can apply for grants from PIB Group towards your chosen charity
  • PIB Group are committed to improving their environmental impact in a responsible way. From the individual actions that our colleagues take every day through to installing the right facilities across our premises, there are many measures in place to help reduce PIB’s carbon footprint.

Why Work For Us?

We are proud of our success and growth and have been recognised for many industry awards across our business. If you wish to work for a company that truly puts people at the heart of their organisation, then we would love to hear from you. PIB operates a flexible working policy, and our management teams will talk to you about how that would meet both your flexible working needs and those of the business and role you are applying for. We would love to hear from you if you want to hear more about opportunities in PIB.

We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation or any other characteristic protected by law.

REF-213 795