Due to a growth plan within our IT team, we are delighted to confirm that Fortem Solutions are currently recruiting for an Application Analyst. This role will be based at our head office in Hitchin; however, agile working is available. This is an exciting opportunity to become a key part of Fortem’s Application and Data Services Team. Providing essential 2nd line support for a wide variety of off-the-shelf and in-house developed web and mobile apps, this role will also require taking on the challenge of proposing and leading on the implementation of IT solutions to business problems, in addition to supporting larger strategic projects and the mobilisation of new contracts.
The Project
Key Responsibilities: Provide 2nd line support for all applications in use across the business via tickets logged in ServiceNow. Manage customer expectations and achieve set service level agreements and key performance indicators, whilst always trying to exceed them. Create and update system knowledge base articles. Implement and perform system testing against requirements using best practice methodologies. Work with stakeholders to gather and specify requirements for system changes, fixes, and developments. Work with branches to perform user acceptance testing of implemented solutions prior to transitioning into the live environment. Escalate problems to the Application Specialists where required to ensure swift resolution. Project manage smaller projects ensuring project governance is adhered to, i.e., producing documentation and status reports. Mentor and support other team members and work as part of a team, propagating knowledge. Organise and manage own workload effectively to meet all project timescales and managers' expectations. Support Application Specialists in the setup and testing of all Fortem applications required to meet the needs of the contract. Deliver training and advice on Applications and Mobile Devices to meet the needs of the contract. Essential and Desirable Criteria
Essential: Previous experience supporting/mobilising one or more of the following applications: FieldView, Totalmobile Connect, Totalmobile Mobilise. Proven experience of working with and supporting existing business systems and applications (preferably in the Repairs & Maintenance or Social Housing Management sectors). Excellent communication, interpersonal, and presentation skills. Effective interrogation and analytical skills. Full driving license. Desirable: Operational/commercial experience within the maintenance/construction sector. Experience working within a matrix structure. Experience of regression testing of applications including recording the results of testing. Ability to build and use SQL queries to extract/analyse data. Experience of working with ServiceNow. ITIL foundation or equivalent of 3 years experience. Personal Qualities
At Fortem, we look for a balance of skills and experience but just as important to us are your values and behaviours. We are looking for people to join our team aligned to our values which are: loyal & united, honest & trustworthy, take responsibility, be proud, and listen & act. If you are passionate about what you deliver and willing to go the extra mile, then come and join our Fortem team and become a great ambassador of our business. Additional Information
• 25 days annual leave + bank holidays & your birthday off • Pay review every January • 26 weeks full pay maternity leave • 8 weeks full pay paternity leave • Discounted gym memberships at national and local gyms • Up to £3,000 colleague referral fee • Other benefits including dental care, private healthcare, cycle-to-work scheme, mobile phone provider discounts & more About Us
Here at Fortem, we are passionate about people, with a real focus and drive around continuous development. We strongly believe that this passion has allowed us the success we have enjoyed in recent years. Above everything else, you will be joining a values-based business: our values are at the centre of every activity we undertake. Having the right talent, coupled with the right culture and values, ensures that we have a sustained future and a trusted brand in our respective markets.
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Key Responsibilities: Provide 2nd line support for all applications in use across the business via tickets logged in ServiceNow. Manage customer expectations and achieve set service level agreements and key performance indicators, whilst always trying to exceed them. Create and update system knowledge base articles. Implement and perform system testing against requirements using best practice methodologies. Work with stakeholders to gather and specify requirements for system changes, fixes, and developments. Work with branches to perform user acceptance testing of implemented solutions prior to transitioning into the live environment. Escalate problems to the Application Specialists where required to ensure swift resolution. Project manage smaller projects ensuring project governance is adhered to, i.e., producing documentation and status reports. Mentor and support other team members and work as part of a team, propagating knowledge. Organise and manage own workload effectively to meet all project timescales and managers' expectations. Support Application Specialists in the setup and testing of all Fortem applications required to meet the needs of the contract. Deliver training and advice on Applications and Mobile Devices to meet the needs of the contract. Essential and Desirable Criteria
Essential: Previous experience supporting/mobilising one or more of the following applications: FieldView, Totalmobile Connect, Totalmobile Mobilise. Proven experience of working with and supporting existing business systems and applications (preferably in the Repairs & Maintenance or Social Housing Management sectors). Excellent communication, interpersonal, and presentation skills. Effective interrogation and analytical skills. Full driving license. Desirable: Operational/commercial experience within the maintenance/construction sector. Experience working within a matrix structure. Experience of regression testing of applications including recording the results of testing. Ability to build and use SQL queries to extract/analyse data. Experience of working with ServiceNow. ITIL foundation or equivalent of 3 years experience. Personal Qualities
At Fortem, we look for a balance of skills and experience but just as important to us are your values and behaviours. We are looking for people to join our team aligned to our values which are: loyal & united, honest & trustworthy, take responsibility, be proud, and listen & act. If you are passionate about what you deliver and willing to go the extra mile, then come and join our Fortem team and become a great ambassador of our business. Additional Information
• 25 days annual leave + bank holidays & your birthday off • Pay review every January • 26 weeks full pay maternity leave • 8 weeks full pay paternity leave • Discounted gym memberships at national and local gyms • Up to £3,000 colleague referral fee • Other benefits including dental care, private healthcare, cycle-to-work scheme, mobile phone provider discounts & more About Us
Here at Fortem, we are passionate about people, with a real focus and drive around continuous development. We strongly believe that this passion has allowed us the success we have enjoyed in recent years. Above everything else, you will be joining a values-based business: our values are at the centre of every activity we undertake. Having the right talent, coupled with the right culture and values, ensures that we have a sustained future and a trusted brand in our respective markets.
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