Application Support Analyst

About Us

Here at Travel Counsellors, our customers, communities and colleagues lie at the heart of everything that we do - and that’s what makes us special. For us, relationships come before transactions, and we are there for our customers, connecting with them on a deeply human level through the moments that matter.

We’ve been changing lives for over 28 years as the leading travel marketplace for self-employed travel entrepreneurs, empowering over 1,900 global independent travel agents to run successful leisure and corporate travel businesses. We pride ourselves in remaining a company that truly cares and one that has never wavered from its purpose; to redefine what personal means for a travel business.

Our Travel Counsellors are supported by a team of over 250 super talented people in our Support Offices to help them create unique, inspiring, and exciting experiences for their customers, building lasting personal relationships that brings them back to us, time and time again.

Our unique approach within the workplace – as well as towards customers – has seen us receive numerous awards and accolades, including being named as The Best Place to Work in Travel at the 2022 TTG Travel Industry Awards, as well as being the first travel company to be awarded the Queen’s Award for Enterprise in the Innovation category!

We are currently expanding at a phenomenal rate – on the back of what is our record year in terms of revenue (over £800m) and so are looking for like-minded individuals to join our dedicated Head Office team, to help the company continue to flourish.

Main duties and responsibilities:

Working as part of a fun, dynamic and busyTechnology team, we offer a hybrid working role within an autonomous environment. As Application Support, you will:

• Deal with incoming emails and calls, verifying if you can recreate the problem that has been sent through, confirm if this is a live issue and handle the request accordingly

• Works closely with front line support teams, Product Owners, Scrum Teams and Infrastructure Teams to ensure that SLA’s are agreed and met

• Support and maintenance of core business applications and systems consisting of both bespoke and common of the shelf software packages. This includes, but is not limited to core system components such as partner integrations and related tools and technologies such as API interfaces and Process Automation (RPA).

• Proactive monitoring of performance dashboards, tools and exception logs

• Investigating complex system issues across both bespoke and packaged solutions to drive resolutions

• Act as a technical lead and escalation point for more complex application related incidents within the wider technology department

• Manage live issues with external providers

• Escalation to, supporting and liaising with 3rd party suppliers where necessary to drive resolutions to incidents.

• Co-ordinate and manage the emergency change management process

• Educate users on any necessary workarounds

• Form part of an on-call rota supporting the business outside of core hours for critical and service related incidents

• Produce statistics, KPIs and Management Reports relating to application and service outages

Skills and Experience required:

• Experience of providing 2nd/3rd line technical and application support

• Strong knowledge of application integration techniques such as API and data integrations

• Ability to understand how the applications work to assist in replicating the problem

• Excellent problem-solving skills and the tenacity to stay with an issue until it is resolved.

• Strong commitment to quality and a thorough approach to responsibilities.

• Experience of owning major system components

• Experience of supporting and maintaining internal business applications from CRM to Financial systems

• Excellent time management and planning and organisational skills

• Excellent interpersonal skills

• Excellent written and verbal communication skills

• Excellent attention to detail

• Works well within a small team and within a wider department

• Self-motivated and proactive.

• Holds themselves to a high quality of work.

• Working knowledge of the software development life-cycle

• Interest in keeping abreast of current trends in software development and testing, especially as they relate to the technologies being used.

• Experience of working with ITSM tools (e.g. Freshdesk)

To be successful in this roleyou will be:

• You will be a role model for our business values, using your personality and behaviours, to maintain integrity and a can-do attitude 

• You will have a willingness to go the extra mile and always strive to seek job satisfaction

• You will have the ability to think digitally as we continue to evolve as a digital first business, and that means we need you to have the right knowledge, skills and appetite to effectively use digital systems to support delivery of an efficient, robust finance environment. 

• You always bring your authentic self to work 

• You pride yourself on building loyal and mutual trusting relationships with colleagues, TCs and supplier partners 

• You will respect and value diversity, creating an environment that is inclusive of all 

• You will be focused on your own personal development as well as the future of our business, contributing new and innovate ideas and ways of working 

• You actively seek out opportunities and find meaningfulness at work 

• You will not be afraid to use your voice to challenge or reinforce the status quo, guided by our values and behaviours

• Highly motivated, ambitious, driven by success and comfortable working towards targets

In return you will receivethe following benefits:

• A competitive basic salary + annual company bonus

• Flexible hybrid working model (2 days home, 3 days office)

• Career development and promotional opportunities

• 25 days holidays (increasing to 28 after 5 years of service)

• A Moments That Matter day (annually)

• Enhanced Maternity / Paternity pay

• Holiday buy and sell

• 3 paid days charity leave

• Company events, socials, and incentives

• 3 x death in service

• Company Pension scheme

• Costco Membership

• Salary sacrifice, company car scheme

• Free breakfast, fruit, and hot/cold beverages

• Referral scheme

• Employee discount