We're on the hunt for a proactive, customer-savvy Application Support Analyst to join our Corporate Technology team. In this role, you’ll lead the charge on customer-driven configuration changes — translating business needs into system updates, coordinating with stakeholders, and ensuring smooth, accurate delivery. You’ll be the link between great ideas and great tech, helping teams get the most out of our platforms. 

Your Responsibilities:

Application Support, Customer Support & Service

• Monitor and maintain application support processes, ensuring all support requests are actioned in line with agreed procedures 

• Assess and validate customer configuration requests to ensure feasibility, alignment with platform capabilities, and minimal business disruption 

• Coordinate and implement approved configuration changes, ensuring updates are applied accurately and tested where required 

• Maintain clear documentation of configuration changes, including change history and rationale for future reference 

• Contribute to ongoing knowledge base development, documenting common configurations, troubleshooting steps, and best practice guides 

Consulting & Stakeholder Engagement

• Understand and capture customer requirements, gathering insights and delivering practical, tailored solutions 

• Provide guidance and promote best practice adoption to maximise the value of technology tools 

• Collaborate closely with internal stakeholders (e.g., operations, account management, implementation teams) to understand business needs, pain points, and system usage patterns 

• Provide proactive recommendations to improve system adoption, user experience, and process efficiency 

• Communicate technical concepts clearly to non-technical stakeholders, bridging the gap between users and the development or vendor teams 

• Assist in managing stakeholder expectations, providing realistic timelines, highlighting dependencies, and flagging risks early 

Specialist Advice & Continuous Learning

• Maintain up-to-date knowledge in your area of specialisation 

• Provide expert advice and context to support business planning, operations, and decision-making 

• Collaborate with other technical specialists to ensure holistic and aligned support 

Service Level & Performance Monitoring

• Monitor support queues and case volumes, ensuring workload is balanced and response times are met 

• Support continuous improvement efforts by identifying process inefficiencies or gaps in support coverage 

• Help document and maintain service management procedures, including escalation paths, SLA targets, and triage guidelines 

Who You Are 

• Experience in a call centre or corporate travel environment (essential) 

• Customer-facing consultancy or technical support experience (highly regarded) 

• Familiarity with FCTG Corporate business models and operational tools 

• Prior experience as a Travel Manager or working on an IT support desk (desirable) 

• Strong communication and stakeholder management skills 

• Curious, collaborative, and committed to continuous learning