Service Care Solutions Ltd
This job has been posted for more than 30 working days and has expired.

IT Business Systems Support Analyst

Job title - IT Business Systems Support Analyst
Location - Wembley, London
Contract - Permanent
Hours - Full time 35 hours per week
Start Date - ASAP
Salary - £48,545

The Role Summary
A new opportunity has opened for IT Business Systems Support Analyst at a local housing association to support and administer the IT Business Systems (Housing Management applications, SharePoint and Collaboration Tools), ensuring we deliver an excellent IT service to our customers, in line with our Service Offering and associated SLAs.

Your key duties within the role will include:

  • To provide the administration, support and maintenance for all applications, interfaces and processes that the Business Systems Support Team are responsible for.

  • Working with the team/department in the delivery of excellent customer service, working to key service metrics, which includes: Incident Response / Fix times, Knowledge Capture and Customer Satisfaction.

  • A good understanding of ITIL processes which includes: Incident Management, Request Fulfilment, Change Enablement and Knowledge Management.

    Referring to the established ITIL documentation and working with your team, ensuring all tickets are categorised and prioritised correctly before prompt progression/resolution.

  • Ensure all Incidents/Requests/Changes raised with IT Business Systems Support are handled within published SLAs.

  • Working with the team and/or IT Project Management/Business Analysts, ensure new systems transition successfully to Service Operations and supporting documentation is in place/up to date.

  • Represent the Business Systems Support team within the IT Department and wider organisation which includes attendance at supplier meetings.


  • Degree educated or equivalent work experience considered.

  • ITIL v3 or ITIL v4 Foundation qualification

Knowledge and Skills Required

  • An understanding of ITIL v3/v4 processes/practices within an Application Support capacity

  • Utilising an ITSM system in progression of ITIL related tickets

  • Customer-service focused.

  • Effective and efficient communicator with customers, colleagues and 3rd parties including appropriate and flexible use of communication tools.

  • Solution focused and can-do attitude with a desire to deliver an excellent service.

  • Efficient troubleshooting skills and demonstrable issue-solving techniques.

  • Strong technical background, appreciation especially in MS SharePoint, MS Dynamics and MS Office 365 apps.

  • Good knowledge of the social housing sector and housing management systems, ideally, Northgate Housing or similar.

  • Good knowledge of relational databases and associated tools.

Experience Required

  • Mandatory experience in MS SharePoint administration, MS Dynamics administration, MS Office 365 Tools and SQL.

  • Desirable skills include Northgate Housing, Toad, PL/SQL, data integration tool eg TIBCO Scribe.

  • Significant experience working as an Application/Systems Support Analyst in a busy IT environment.

  • Broad IT knowledge and experience gained in the social housing sector.

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to