Company: ENGIE
Skills: IT - Sys Admin & Support
Education: High School/Secondary
Employment Type: Full Time Salaried Employee
Location: Leeds, England, United Kingdom

ENGIE is a leading energy and services company focused on three key activities: production and supply of energy, services and regeneration. Our 17,000 employees combine these capabilities for the benefit of individuals, businesses and communities throughout the UK & Ireland.
We enable customers to embrace a lower carbon, more efficient and increasingly digital world. Our customers benefit from our energy efficient and smart building solutions, the provision of effective and innovative services, the transformation of neighbourhoods through regeneration projects, and the supply of reliable, flexible and renewable energy.
ENGIE improves lives through better living and working environments. We help to balance performance with responsibility, enabling progress in a harmonious way.
Globally, the ENGIE Group employs 160,000 people worldwide and achieved revenues of €60.6 billion in 2018.

ENGIE are recruiting for a Applications Support Analyst to be based in Leeds. This is a permanent full-time role working Monday to Friday. On offer is a competitive salary, and benefits package.
Primary purpose is to support the core applications and customer-facing digital systems for the Energy Solutions division, including a mix of third-party supplied and in-house developed systems. Acting as a point of contact for application-related incidents, interfacing with the wider IT Operations and Helpdesk teams and managing third party suppliers to ensure an excellent level of service across the division's operations. This role also forms part of the Out of Hours Applications Support team.

Main Responsibilities/Duties Include:
  • Manage 2nd and 3rd line incidents for key operational applications
  • Maintain incident knowledge base to continually improve the level of service provided to the business
  • Collaborate with wider IS team to support the identification and communication of defect fix solutions and timescales to the business community
  • Collaborate with wider team to ensure the timely and appropriate application maintenance and support, including installations / upgrades and testing
  • Collaborate with wider team to ensure all systems meet availability and performance targets, including minimisation of any financial loss associated with system failures
  • Manage key application vendors to provide defect fixes and timely upgrades
  • Perform system implementations and upgrades ensuring proper change management procedures are followed
  • Prepare and submit release instructions for UAT and Production
  • Work closely with Infrastructure Analysts and DBAs throughout the release process
  • Identify areas for, and support delivery of improvements in existing systems and processes to reduce support overhead, cost of ownership and improve the customer experience
  • Seamless liaison / handoff with Infrastructure & Operations team for management of applications incidents
  • Liaise with Project Delivery and IT Operations teams to ensure applications are transitioned into support efficiently and effectively
  • To be part of the Applications Support Team providing Out of Hours support for core operational applications
Outcome, Results and Key Performance Indicators
  • Management of incident triage, analysis and resolution within SLAs
  • Maintain an excellent level of service across key applications
  • Maintenance and development of application monitoring solutions to support availability and performance management
  • Maintenance and development of IT support processes to meet customer expectations, functional requirements and quality criteria
  • Ensure no negative business impact from project delivery / application releases
  • Ensure compliance with relevant internal controls relating to applications management (changes, releases, incidents, operations)
  • Supporting applications for Energy Solutions division based for approximately 600 users
  • No direct or indirect reports
  • Primarily based at Leeds, with some occasional travel to other sites if required
Knowledge and Skills
  • Good knowledge of the UK Energy Supply industry and related processes
  • Supporting systems based on Microsoft, Oracle, SQL Server
  • Change and release management
  • Familiarity with Cloud based Applications
  • Coaching and developing other application support analysts
  • Accurately analysing problems and think logically
  • Working collaboratively and coordinate solution implementations
  • Practical approach to problem solving
  • Communicating effectively, both to determine requirements and present solutions in a non-technical manner
  • Learning new technologies, program languages and procedures to improve service delivery
  • Taking account of new information and adapting solutions accordingly to meet changing priorities
  • Identifying issues and risks within available information and adapt solutions accordingly
  • Essential
  • Suitable A-levels or equivalent
  • ITIL Foundation V3 or above
  • Appropriate specialist technical qualifications for supporting, maintaining and/or developing applications
  • Desirable
  • Degree level or equivalent, preferably information technology or computer science related

  • Exposure to Energy markets and Energy Supply & Services industry
  • IT service processes to improve application support
  • Supporting 3-tier applications architecture
  • Assessing the impact of proposed changes on production applications
  • Developing and implementing operational processes and procedures
  • Working collaboratively in a small team environment

For more information about ENGIE, please visit:

For this role, you must have evidence of the right to work in the UK. There is no re-location package with this job role. ENGIE do not discriminate on the grounds of age, gender, race, colour, religion, disability or sexual orientation, and we welcome applications from all sections of the community. Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements. ENGIE has a written policy on the recruitment of ex-offenders, which is made available to all DBS applicants upon request. A copy of the DBS code of practice can be found here .

The ENGIE Resourcing Team supports this job advert. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to ENGIE Managers.

Additional Information
  • Additional Locations: Europe-England
  • Posting Date: Feb 9, 2021