{"id":203564,"url":"https://alion.io/job/sword-group-senior-application-support-analyst","title":"Senior Application Support Analyst","company":{"id":54648,"name":"Sword Group","domain":"sword-group.com","url":"https://alion.io/company/sword-group","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":97,"open_postings":8,"ghost_share":0,"stale_share":0.125,"repost_share":0,"time_to_fill_p50_days":32,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Glasgow, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":44000,"max_usd":85000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":13},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-10-28T10:54:25Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-10-29T15:20:13Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":1},"description":"At Sword, we help power, secure and transform the organisations that keep the UK running. Supporting customers across Critical National Infrastructure, energy, public sector and enterprise markets, we combine deep industry expertise with leading technology services spanning managed services, cyber security, cloud, data, AI and digital transformation.\nJoin Sword and you'll be part of a team solving complex challenges, delivering real-world impact.\nAs a Senior Application Support Analyst, you will provide responsive support for business applications, resolving incidents and requests while improving documentation, service quality and customer confidence.\nHere's what the role looks like:\nProvide application support for incidents, service requests and escalations in line with agreed processes.\nImplement minor software modifications and minormajor projects following quality documented processes to resolve underlying issues and provide improvements\nPossess expert knowledge of specific applications and provide training for Service Desk colleagues in these applications to facilitate knowledge sharing and to be confident when dealing with the customer and other 3rd parties.\nInvestigate and resolve application issues while keeping customers informed of progress.\nWork with service desk colleagues, application specialists and customer teams to restore service.\nSupport problem investigation, root cause analysis and workaround identification.\nMaintain application documentation and knowledge content to improve support efficiency.\nSupport small changes, improvements and project activity where required.\nHelp ensure incidents and requests are progressed within agreed service levels.\nBuild positive working relationships with customers and internal support teams.\nRequirements\nHere are the key skills and experience relevant to this role:\nExperience in application support or technical service support.\nStrong analytical and troubleshooting capability.\nUnderstanding of incident, request, problem and change processes.\nStrong stakeholder engagement and communication skills.\nAbility to manage priorities in a customer-facing delivery environment.\nA structured approach to documentation, governance, quality and continuous improvement.\nCollaborative working style with a focus on customer outcomes.\nITIL Foundation or equivalent service management experience.\nExperience with Microsoft technologies, enterprise applications or customer-specific systems.\nExperience working in managed service or regulated customer environments.\nBenefits\nAt Sword, our core values and culture are based on caring about our people, investing in training and career development, and building inclusive teams where we are all encouraged to contribute to achieve success. We offer comprehensive benefits designed to support your professional development and enhance your overall quality of life. In addition to a Competitive Salary, here's what you can expect as part of our benefits package:\nPersonalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth. \nFlexible working: Flexible work arrangements to support your work-life balance. We can’t promise to always be able to meet every request, however, are keen to discuss your individual preferences to make it work where we can. \nA Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes.\nAt Sword we are dedicated to fostering a diverse and inclusive workplace and are proud to be an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement. If you don’t tick all the boxes but feel you have some of the relevant skills and experience we’re looking for, please do consider applying and highlight your transferable skills and experience. We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex, or sexual orientation. 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