Application Support Analyst

We have an exciting opportunity for a Application Support Analyst to join our award-winning Business Change & Technology Team. You will be responsible for providing technical support and expertise across Mitchells and Butler’s Point of Sale (POS) system. You will work closely with vendors, Business Change & Technology and Business colleagues to create a culture of continuous improvement to ensure our applications remain up to date, optimised and aligned to our customers’ requirements and the IT Roadmap.

About us…

Serving with pride since 1898, Mitchells & Butlers are the heart of UK hospitality. In fact, you already know us, even if you don’t realise it! We own and run more than 1,600 pubs, bars and restaurants including the stylish All Bar One brand, legendary Miller & Carter steakhouses, and the iconic Toby Carvery. We are Mitchells & Butlers, and we set the industry standard.

You’ll be well rewarded…

• Annual bonus scheme with the potential to earn up to 20% of your salary annually. We’re all about rewarding hard work
• Permanent contract
• Working 35 hours per week, Monday to Friday, with flexibility with working hours to fit around your personal commitments (e.g., 8am to 4pm, 10am to 6pm, etc.)
  
• 33% off at all our brands, including our hotels. Whether it’s date night at Miller & Carter or a family roast at Toby Carvery, we’ve got you covered
• A pension that pays, where we’ll more than match your contributions (x1.5 of your contributions, up to a maximum of 5% of your salary)
• Private healthcare, dental plan, cycle to work, and keep fit schemes
• 26 days annual leave plus bank holidays, plus option to buy up to 2 weeks extra holiday
• Opportunity to opt in to Sharesave Plan, enabling you to save to buy shares or have money returned

What makes Mitchells & Butlers a great place to work?

To us, a career isn’t just about ‘clocking in’. We really care about our colleagues, and we’re an employer that keeps a promise. In fact, as one of the largest employers in the country, with over 44,000 people working for us, we have the responsibility of valuing every contribution from a diverse workforce that are representative of our guests, and who make us stronger. We continue to build a culture that values our differences and embraces them as strengths, and we recognise that there is always work to be done.

What you’ll be doing:

• Supporting, maintaining and exploiting the software platform, ensuring that necessary bug fixes, enhancements, upgrades and infrastructure are fit for purpose and able to meet business requirements and for applications to be efficient and effective
• Managing the configuration of the applications, with a detailed understanding of how the configurations support the business processes
• Owning the resolution of technical issues and problems, through focussed, effective problem management, and by delivering preventative support initiatives
• Maintaining accurate and relevant documentation relating to all technology support processes and cross training others within the support team
• Developing knowledge of the systems and technologies deployed within M&B and embedding that knowledge in Service Now to assist our 1st Line support teams. Performing and documenting routine system configuration tasks to maintain service, including Access Controls, Systems Maintenance plans and all other associated IT system administration
• Engaging effectively with Vendors and internal teams to ensure that technical requirements are captured and delivered in the most efficient way, and are aligned to project plans
• Owning and tracking the delivery of software updates, patches, and service improvements, liaising with the Release and Change Manager as required
• Acting as a Change Approver for the relevant systems to ensure maximum service availability and minimising risk to services
• Provide 3rd Line Support to the Service Management team during major incidents and providing advice and technical expertise to new initiatives and authorised projects

What you’ll need to bring to the Application Support Analyst role:

Just like our brands, our teams are diverse. You’ll need...  

• Minimum of 3 years’ experience in a Support Role
• Significant experience and understanding of Point-of-Sale (POS) systems
• Demonstrable problem-solving and analytical skills
• Experience resolving technical problems and communicating with business users
• Approachable style with a passion for continuously improving systems
• Knowledge of IT systems and processes for supporting them
• ITIL Foundation V3