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Application Support Analyst

What you’ll be doing

Application Support Analyst provides support for the end user experience of some of our key publishing systems. The role is responsible for day to day query resolution and incident management across multiple systems, primarily, but not exclusively, Biblio (our title management system) and Biblio DAM (our Digital Asset Management System). The Job Holder will be responsible for understanding the needs of our user base and ensuring timely resolution to tickets raised on our IT Service Management (ITSM) System, as well as involvement in changes to the applications and testing where required to suit business needs.

 

You will need to have a high degree of energy, enthusiasm and commitment to succeed. The team consists of Test & Release and Support Analysts working across the whole suite of our Publishing Systems.  The role will require flexibility and analytical skills to contribute towards making a truly great service. You must be able to build and maintain good relationships with those around you and at all levels of the business.

 

Our desktop estate covers Mac and Windows so the job holder will ideally be proficient in both Operating Systems. Our server estate is primarily Windows OS and SQL Servers.
 

The Application Support Analyst should act as an ambassador for Hachette IT in all dealings and communications with users and the rest of the IT community at Hachette UK.

Who we are looking for

We are looking for someone to provide outstanding customer service to all users and colleagues, demonstrating ownership and tenacity in resolving issues.

  • Responding to and resolving incidents and requests in a timely manner according to business priority and against agreed targets.
  • Maintain a proactive approach to operational and service issues with a focus on prevention rather than fix
  • Support root cause investigations, identification of recurring incidents and implementation of recommended actions to prevent further such incidents
  • Review current processes and suggest improvements to efficiency and delivery.
  • Excellent communication skills with business users, key stakeholders and IT management to ensure high profile issues are escalated appropriately
  • Work particularly closely with other technology support teams, especially Networks & Infrastructure Team and our Data Platform Team (DBAs, developers).
  • Create and maintain support documentation
  • Make configuration changes to the Biblio and Biblio DAM application and infrastructure when necessary
  • Undertake application testing and training activities

 

Skills/Knowledge/Personal Attributes:

  • Positive, flexible and with a can-do attitude at all times.
  • Focused on Customer Service Excellence – meeting and exceeding the customers’ expectations.

 

Experience

  • Experience of working in an enterprise application support role.
  • Experience of working in a support team.
  • Experience of troubleshooting issues and providing updates and resolutions in a timely manner
  • Experience of creating technical and user guide documentation
  • Good analytical ability
  • Balancing priorities and workloads
  • Ability to promote successfully the best practice approach
  • Proven track record of issue ownership and escalation
  • Proven track record managing customers with high expectations
  • Experience using Windows Server platforms
  • Experience of both Windows and Mac OS platforms
  • Strong communicator, both orally and with the written word
  • Able to prioritise conflicting demands
  • Proactive ‘owner’ of areas of responsibility
  • Experience of delivering training to system users
  • Reactive to customer's concerns and able to articulate the impact of incidents and problems

 

What we offer

Our staff are our greatest asset and our benefits reflect this. In addition to 25 days annual leave days per year + bank holidays, we have an extensive list of benefits that include: a wide-ranging training library, development programmes including mentoring, Cycle to Work vouchers, Private Medical Insurance, eye care vouchers, up to 70% off book purchases, a charity book shelf, 2 community days per year, many employee networks to join, summer hours (finishing at 1pm on Fridays during the summer months!), season ticket loans, rent deposit loans, generous pension schemes and much more!

The role will be based at our London office, Carmelite House, with a blend of in-office (3 days) and homeworking (2 days) per week.

Who we are and what we do

About Hachette UK

Hachette UK is a creative powerhouse and the UK’s second largest book publishing group. Our mission is to make it easy for everyone, everywhere, to unlock new worlds of ideas, learning, entertainment and opportunity.

We’re made up of 10 autonomous publishing divisions and over 50 imprints with a rich and diverse history and an incredible range of authors. We’re also the market leader in e-books and publish a range of bestsellers in audio format, the fastest growing part of our business.

Our award-winning adult publishing divisions are Orion, which won Publisher of the Year at the 2021 British Book Awards; Little, Brown; John Murray Press; Hodder & Stoughton; Headline; Quercus; Octopus and Bookouture. They publish fiction and non-fiction in digital, audio and print format, from the world’s best and most diverse authors, including Brit Bennett, Candice Carty-Williams, Martina Cole, Michael Connelly, John Grisham, Stephen King, Stieg Larsson, Nelson Mandela, Stephenie Meyer, Maggie O’Farrell, Delia Owens, Ian Rankin, J.K. Rowling, Colson Whitehead and Malala Yousafzai.

We also publish leading authors in many specialist areas of the market, including Mental Health, Business & Finance, Coaching, Autism, Dyslexia, Yoga, Fashion, Art and Photography.

Hachette Children's Group publishes a wide and vibrant range of books for children across all age ranges, while Hodder Education is a market leader in resources for both primary and secondary schools.

Hachette UK is part of Hachette Livre, the world’s third largest trade and educational publisher. As well as our headquarters in Carmelite House, London, and our state-of-the-art book distribution centre in Didcot, Oxfordshire, we have recently opened five new offices in Manchester, Bristol, Sheffield, Newcastle and Edinburgh. The UK region also includes offices in Australia, New Zealand, India, Singapore, the Caribbean and Ireland.

It’s an exciting time to join our business because the publishing market continues to grow and thrive. The UK remains the largest exporter of physical books in the world and book adaptations for film and TV are the foundation of the UK’s creative industries.

 

Our Culture

People at Hachette UK are incredibly proud of the contribution publishing makes to the world and we believe that embracing diversity in all its forms is the key to creating a culture that will make us a better publisher. Our people thrive in an environment that accepts and encourages the sharing of different ideas and opinions, and we publish a wide range of voices to reach the broadest audience possible.

Five years ago, we created ‘Changing the Story’, a programme of strategic policies, cultural initiatives and progressive partnerships to put diversity at the heart of everything we do. It is now one of the four pillars of our business strategy and something that every colleague is involved in from the day they join Hachette UK.

As part of ‘Changing the Story’, we have eight employee networks to foster inclusion and belonging, and to bring about ongoing change in our company and the wider industry. These include Hachette Pride, which is dedicated to sharing the voices of LGBTQ+ staff and authors, Hachette THRIVE, which supports our Black, Asian and Minority Ethnic staff and authors, and Hachette Gender Balance, which works to ensure balanced recruitment and progression for all genders within the company. Today, more than a thousand employees are members of one or more of these networks.

Our Commitment

Hachette employs people on the basis of their abilities. We aim to attract and develop talent from a base as broad as the world of readers we want to reach, with a wide and representative range of age, faith, disability, race, gender, sexuality and socio-economic, regional and cultural backgrounds.

If you are shortlisted and need us to make any adjustments to help you attend for interview, please let us know.

The Book Trade Charity offers financial support to people looking to enter the book trade but who may struggle to afford the costs of attending interviews and undertaking junior roles. For more information visit www.booktradeentrysupport.org

Hachette UK

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