Application Support Analyst, Anthony Nolan
£38.5-44k
More information about location
2 days a week in office (Hampstead, London)
Blood cancer charity
Job no longer available
Blood cancer charity
501-1000 employees
Job no longer available
£38.5-44k
More information about location
2 days a week in office (Hampstead, London)
501-1000 employees
Company mission
To make lifesaving connections between patients in need and incredible strangers ready to donate their stem cells.
Role
Who you are
- Microsoft Dynamics 365 experience
- Working knowledge of Microsoft Azure
- .NET application support experience
- An innate problem-solving ability
- Strong collaborative skills
- Strong interpersonal skills, including good written and verbal communication
- Can work on your own initiative as well as part of a team. Be organised, analytical, make sound decisions, prioritise, work on concurrent issues to deadlines and seek resolutions
- Experience of Jira Service Desk or other ticketing systems
- Ability to listen, learn and improve within the role, and a commitment to continuous improvement
What the job involves
- A successful candidate will be able to quickly and efficiently analyse issues reported via our support tracking system, break them down, liaise with users and either resolve the issue or liaise with our development team to ensure a fix is available on a timely basis
- You will build strong working relationships with our users and development teams, gaining an understanding of their practices and processes to ensure our systems are effectively supported
- The Application Support Team provides assistance to users across Anthony Nolan, including Donor & Transplantation Services, Patient Services, Laboratories, Cell & Gene Therapies, Fundraising, Marketing & Communications, as well as core functions such as HR, Payroll, and Finance
- Reporting to the Application Support Manager you will work closely and collaborate with data analysts, application developers, strategic partners, and our Product team to ensure our systems are supported in accordance with Anthony Nolan’s Strategy
- Providing rapid response and effective resolution to incidents
- Maintaining the highest level of customer satisfaction by providing proactive support
- Deliver outstanding customer service. You will enhance the support experience, demonstrating a high level of user engagement, and developing strong relationships with all users
- Ability to handle escalation effectively
- Collaborating closely with users to capture and document requirements ensuring these are agreed and signed off
- Contributing to the team’s knowledge base for the operation of the program by users and wider technology team
- Working closely with the Application Support Manager to continuously improve our support, development, and deployment processes to:
- Reduce manual intervention
- Minimise disruption to operations
- Working with the development teams to ensure that all deployed systems have adequate monitoring and alerting
- Effectively communicate with customers to provide information and manage expectations
- Identify and manage the timely escalation of tickets that have been allocated to you, liaising with others in the wider business as appropriate
- Oversee demanding situations and use your adaptability, resilience, and resourcefulness to find solutions
- Applying knowledge of industry standards, trends, and developments to improve our digital offering
- Undertaking any reasonable task requested by the Application Support Manager
Salary benchmarks
Our take
Founded in 1974 to find bone marrow donors for people suffering with blood cancer, Anthony Nolan is today one of Britain's largest recruiters of stem cell donors, along with DKMS, the Welsh Blood Service and NHS Blood and Transplant. As only one in four people with blood cancer will find a compatible donor in their family, Anthony Nolan's work saves over 1,000 lives a year worldwide.
Aside from recruiting donors, Anthony Nolan conducts research through the Anthony Nolan Research Institute, with its findings reducing post-transplant complications and increasing quality of life for patients. It also maintains the UK's first dedicated cord blood bank which allows new mothers to donate their umbilical cords for research.
Despite significant advances in blood cancer tratment since Anthony Nolan's founding, there's still a critical shortage of donors, sworsened by a sharp declinesiunce 2019. To combat this, the charity is actively raising awareness of this issue and is also set to open a new stem cell donation centre at Queen's Medical Centre in Nottingham to further help address the gap.
Steph
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Company benefits
- Family friendly policies: Enhanced maternity, paternity, adoption and dependents leave support our colleagues to put their family and loved ones first and maintain a healthy work/life balance
- Flexible working: Many of our colleagues work in a hybrid way, with some time spent working on site and some from home, and we also offer flexible working arrangements where possible
- Learning & development: With a dedicated online learning platform, workshops open to all and run by both colleagues and external providers, a management development plan, and much more, we're fostering a culture of constant learning
- Holidays: 27 days of annual leave, plus bank holidays (and the ability to swap up to two bank holiday days per year!
- Pension: The Anthony Nolan Pension Scheme is open to all eligible employees, with the option for enhanced contributions after 6 months' service
- Employee Assistance Programme (EAP): Mental health support through a 24/7 confidential helpline, structured counselling sessions and a wellbeing portal
- Medicash: Claim back medical costs such as dental bills, new glasses and physiotherapy
- Cycle & Green Car Scheme: Order a bike or lease a car through salary sacrifice and save on National Insurance and income tax
- Discounts, Cashback & GymFlex: 1000s of discounts and cashback deals on retailers and consumer orgs, as well as discounted gym memberships by salary sacrifice
- Travel Insurance & Loan: Colleagues and their families are covered by our Group Travel Insurance, and you can purchase a travel card to pay off monthly
- Life Assurance: All colleagues are covered at 4x their annual salaries, so you can be sure that your family will be supported
- Rental Deposit Advance: Apply for an interest-free advance to help you cover the cost of a rental deposit, and pay it off over 12 months
Company HQ
London, UK
Leadership
Henny Braund MBE
(CEO)They are a trustee of The Mix Charity, WMDA and the Association of Medical Research Charities. Prior to joining Anthony Nolan in 2009, henny was a Resources Director for Shelter UK.
Share this job
View 1 more job at Anthony Nolan