Department: IT Reports to: Applications Support Team Leader Level: Analyst (Hands-on) Main purpose of Role The Applications Support Analyst is responsible for the operational support and day to day administration of the company, providing 2nd level support to the business, across multiple locations. Scope of Job / Key Accountabilities Provide 2nd level support for Lotus Notes / the company’s products (including Web Content Manager), as well as IBM Content Manager and Barracuda Spam Firewalls. Perform in-depth trouble-shooting of incidents and provide resolution, reporting and long-term fixes. Where necessary or more appropriate, identify problems and pass to 3rd line support for resolution. Follow change and release management procedures, in order to implement new services or changes to existing applications into the UAT and Live environments. Monitor mail queues on ******* devices, taking remedial action as required. Monitor replication of critical services, and take remedial action or escalate where appropriate. Proactively gather and report statistical performance and capacity data. Maintain documentation on ‘How to’ and FAQs. Barracuda Spam Firewall administration (including planning and implementing firmware upgrades). User and group management in Web Content Manager and IBM Content Manager. Blackberry user set up and administration. Perform tactical work as required for the team or department, where appropriate, adhering to corporate Project Management methodology. Skills / Experience Demonstrable practical experience in providing support for a *** and Lotus Notes / **** infra-structure on IBM iSeries and Intel platforms. Good knowledge of Lotus Notes Ability to multi-task in a fast-paced environment. Understand and promote security policies and standards. Experience in problem tracking, incident management and change management proc-esses/systems. Ability to respond quickly to high impact problems with the operational services to the busi-ness. Excellent verbal communication skills at all levels. Written communication must be clear, accurate and professional. Key Competencies / Skills Good level of technical knowledge Customer focus. Gravitas / Credibility. Calm under pressure. Analytical thinking. Excellent Communication skills – verbal and written. Teamwork. Integrity / Confidentiality. Commercial awareness. Personal effectiveness. Quality focus. Flexibility. Hours of work: 35 / week (overtime, as required)