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Application Support Analystat CDW Careers (UK)

Job ID: 
Post Date: 
11 May 2022
Peterborough, United Kingdom
Eligible For Remote Work: 
Contract Type: 
Security Clearance Required: 


Bring your career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your job and future. With revenues of over £1 billion, CDW UK is a leading supplier of IT solutions and services to a broad range of commercial and public sector customers globally.


An experienced Application Support Analyst is required by a large Managed Service Provider to provide 1st and 2nd Line support for their new Field Services Management (FSM) application and its associated integrations with ITSM and Contracts technologies.


Remote working initially moving to Hybrid 2-3 days in the Peterborough office where required.


What you’ll do:

  • Manage Incident Resolution within Service Levels
  • Work closely with 3rd party vendors and business stakeholders during the Incident lifecycle
  • Out of Hours support for critical Incidents
  • Investigate and analyse business requirements and recommend improvement and solution options
  • Work closely with Developers, Testers and 3rd Parties during the implementation of fixes and new functionality/enhancements
  • Maintain system and service documentation incl. Knowledge Articles and Support Documentation
  • Maintain and update system configuration and master data in order to meet ongoing business needs
  • Review and implementation of application patches and releases
  • Administration activities incl. new user account creation and security role maintenance
  • Adhere to ITIL Incident, Problem, Change and Knowledge processes and standards
  • Maintain personal skills and experience in line with industry best practice



What you need to succeed:


  • 3+ years experience supporting Field Service Management (FSM) applications (IFS Alliance or equivalent)
  • Experience of ITSM and Integration technologies
  • IT background
  • Analytic problem solving skills
  • Attention to detail
  • Collaboration/Team Player
  • ITIL
  •  (Essential) Field Service Management Applications (IFS Alliance of equivalent)
  • (Essential) ITSM Applications (Ivanti Service Manager or equivalent)
  • (Essential) Microsoft SQL
  • (Desirable) Microsoft Dynamics Great Plains
  • (Desirable) Integration platforms
  • (Desirable) JSON/XML



Who we are:

CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from startups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small. 


What you can expect from us: Culture, coworkers, careers:

CDW is not only the People Who Get IT, but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.


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