Application Support Analyst

Date: 11-Jul-2021

Location: Nottingham, East Midlands, GB

Company: worldline

About Worldline
Worldline [Euronext: WLN] is the European leader in the payments and transactional services industry and #4 player worldwide. With its global reach and its commitment to innovation, Worldline is the technology partner of choice for merchants, banks and third-party acquirers as well as public transport operators, government agencies and industrial companies in all sectors. Powered by over 20,000 employees in more than 50 countries, Worldline provides its clients with sustainable, trusted and secure solutions across the payment value chain, fostering their business growth wherever they are. Services offered by Worldline in the areas of Merchant Services; Terminals, Solutions & Services; Financial Services and Mobility & e-Transactional Services include domestic and cross-border commercial acquiring, both in-store and online, highly-secure payment transaction processing, a broad portfolio of payment terminals as well as e-ticketing and digital services in the industrial environment. In 2019 Worldline generated a proforma revenue of 5.3 billion euros. worldline.com

At Worldline, our technology addresses persistent challenges of the payment world. We design and operate leading digital payment and transactional solutions that enable sustainable economic growth and reinforce trust and security in our societies. If you are a highly-skilled Application Support Analyst, then get ready to join our company.

We are looking for someone with the business knowledge and technical expertise to implement strategies, evaluate processes, and build upon an infrastructure that supports the ever-changing needs of our customers. In this role, you will work with complex systems, at every stage of their life cycle. We are looking to recruit a Support Analyst to assist with supporting our Retail products and services used by both our external brand, redspottedhanky, and by several Train Operating Companies and others.

You’ll be an integral part of our Retail Systems team and your technical know-how and well-honed problem-solving skills will be essential in ensuring the smooth running of a range of ‘live’ applications. Working closely with the managed services teams who run the customer-facing services, you’ll be their go-to person to iron out any technical glitches that appear in the system.

We have many hardworking and dedicated peers that would love for you to work with them. We are committed to continuous improvement. We are always looking for new and innovative ways to improve quality, reduce costs, build excellent solutions, and grow customer happiness. We would like to welcome an organized, innovative and process driven colleague to our team.


Your day-to-day responsibilities include:

  • You support, maintain and test technical solutions based on business requirements
  • You work with the Application Support Manager and Service Manager on the day-to-day operation of the products and services
  • You provide technical analysis on incidents on Windows and Linux, and SQL Server and MySQL Databases and accompanying technologies.
  • You document all aspects of software, for ongoing maintenance and revisions.
  • You liaise with customers, providing support for administration functions and provide advice and guidance on the use of our products and services
  • You investigate and resolve support calls, often using problem solving techniques.
  • You may be required to provide on-call support
  • You collaborate with other IT specialists, technicians, etc., to deliver software solutions.
  • You identify and assist in developing enhancement opportunities across the enterprise through innovation and automation.
  • You standardize and automate processes and monitoring using scripting technologies
  • You conduct high-level analysis for service interruption and establish preventive measures
  • You create reports and documentation outlining findings and solutions
  • You participate in on-going training to stay current in required skills.
  • You keep management and support teams up-to-date with regular progress reports
  • You monitor daily reports and processes to ensure there are no system failures
  • You build relationships with customers, other support teams and suppliers, and produce outline solutions and estimates for software changes as part of any bids for new work


Signs of success

  • You are team oriented but can also work independently
  • You identify potential issues and integrate possible solutions
  • You have experience working with cloud technologies but you are willing to embrace maintenance of traditional applications.


Skills we can’t do without:

  • 3+ years of experience in a technical support role
  • Versatile, flexible and able to work across multiple systems/ technologies
  • Experience in Application support
  • Ability to work independently and collaboratively in a multidisciplinary team environment
  • Fluent in English
  • Ability to develop subject matter expertise across all the systems you support, including technical details and operational processes
  • Confident analytical and problem-solving skills
  • Experienced working in a ‘support’ environment, including liaising with end-users
  • Recent working experience of SQL in a Windows environment; plus ITIL compliance
  • Good written and oral communication skills
  • Keen interest in learning many different systems


Skills we’d like:

  • Knowledge of cloud-based solutions (AWS, Redshift, Tableau etc)
  • Knowledge of Mobile Device Management tools (SOTI MobiControl, EloView)
  • Knowledge of a variety of modern programming languages (.Net, Java) and open-source technologies (Linux, Docker).
  • Expertise in creating, analyzing, and repairing large-scale distributed systems
  • Working knowledge of one or more of the following: C#, Java, JBoss, ASP.NET, IIS, Apache, Linux, HTML, Powershell, SSL Certificates, Excel Macros.
  • SQL Server tuning knowledge


In addition to joining a global leader in digital transformation, you can also expect an excellent range of benefits. These include: a rewarding salary, 25 days’ annual leave, private medical insurance, an attractive pension scheme plus many more. We also operate a flexible benefits scheme, allowing you to purchase discounted products and services.

What’s more, we really value Innovation, Cooperation, Excellence and Empowerment. These values are reflected on our daily work. This is the core of our organization. At Worldline our top priority is to engage, encourage and develop you to help you improve your potential. In fact, we have comprehensive training and development programs in place demonstrating our dedication to developing your career.

Our success comes from strong skills, new insights, diverse points of view and the energy of all women and men from Worldline. Not only do they represent the Heart and Face of our company, they are also key players in our success. We make leading our talents a major asset in the success of our business.

Worldline is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or other applicable legally protected characteristics.

The 20 000 employees of Worldline are all different but share the same values. You can see it in the way we behave. We are curious and humble – we are learning every day, we keep things simple and everyone engaged. In our fast-moving industry, we are adaptable and life-long learners. Everyone demonstrates the same dedication to quality and efficiency. We have an entrepreneurial spirit and sense of service. Above all, we never turn our back on a challenge. These values nurture a dynamic and innovative team where everyone can develop and grow.