Senior Application Support Analyst

We are looking for a proactive, hands-on Senior Application Support Analyst with strong application support experience to provide Level 2 support for Quantios ViewPoint (VPoint) and associated integrations. This is not a traditional service desk role. You will act as the bridge between business users, vendors, and Level 3 teams to ensure timely resolution of incidents, management of critical issues, and continuous improvement of application services.

Vistra is a global leader in corporate services, and we’re in the middle of one of the most ambitious payroll transformation programs in our history. Our purpose is progress: we remove the complexity of global business so our clients can move forward without friction.

At the heart of our Business Application platform is Quantios ViewPoint (VPoint), a business-critical application supporting entity administration, practice management, and accounting functions across the organisation. Ensuring stability, performance, and continuous improvement of this platform requires a proactive support professional who thrives on problem-solving, ownership, and delivering results in a fast-paced global environment.

You will report into the Business Applications organisation and work closely with business stakeholders, vendors, cross-functional technology teams and DevOps teams. This is a high-visibility role where your ability to lead incident resolution, communicate effectively, take ownership, and drive service improvements directly impact operational effectiveness and user satisfaction.

Key Responsibilities

• Own, drive, and coordinate Level 2 support activities for Quantios ViewPoint (VPoint) and associated applications.
• Provide and maintain high-quality customer service for internal stakeholders.
• Manage, communicate, and coordinate resolution of critical and high-priority incidents.
• Take leadership during major incidents and drive resolution activities across multiple support teams.
• Collaborate closely with business users, cross-functional technology teams, vendors, and Level 3 DevOps teams to resolve application issues.
• Investigate and troubleshoot complex applications, integration, and data-related issues with urgency and minimal escalation.
• Perform detailed root cause analysis (RCA) and drive permanent solutions to recurring incidents.
• Proactively identify recurring issues, trends, and service risks and coordinate actions to address them.
• Proactively monitor application health, integrations, alerts, scheduled jobs, and system errors, raising concerns before business impact occurs.
• Escalate system defects and platform issues to vendors, cross-functional technology teams and DevOps teams with complete technical analysis and supporting evidence.
• Ensure incidents, requests, and problem records are managed within agreed service levels.
• Support application upgrades, releases, testing activities, and production deployments.
• Create and maintain technical documentation, knowledge articles, operational procedures, and troubleshooting guides.
• Deliver regular status reporting on incidents, service performance, risks, and improvement initiatives.
• Build scalable support processes and operational playbooks that improve service quality and efficiency.
• Drive continuous service improvement initiatives to enhance application stability, reliability, and user experience.

Technical & Professional Competencies

• Proven track record supporting business-critical enterprise applications in a production environment.
• Strong troubleshooting and diagnostic skills with the ability to analyse complex technical issues.
• Excellent critical thinking and analytical capabilities.
• Experience managing incidents, problems, and service requests within an ITIL-based support environment.
• Strong understanding of application architecture, integrations, and data flows.
• Experience working with enterprise ticketing systems such as ServiceDesk Plus, ServiceNow, Jira, or equivalent platforms.
• Ability to analyse application logs, system alerts, interfaces, and error messages to determine root causes.
• Knowledge in SQL a plus but not required
• knowledge of APIs, batch processes and integrations, a plus but not required
• Experience working with third-party vendors and managing escalations through to resolution.
• Understanding of application monitoring tools and proactive operational support practices.
• Ability to produce clear and structured operational reports, RCA documentation, and executive updates.
• Understanding of change management, release management, and service transition processes.
• Exposure to SaaS and cloud-based business applications.
• Familiarity with DevOps operating models and support processes.
• Strong knowledge of ITIL Service Management principles and best practices.

Delivery, Leadership & Communication

• Demonstrated ability to manage multiple priorities without compromising service quality.
• Strong ownership mentality; takes accountability and drives issues through to completion.
• Quick learner who rapidly understands new applications, technologies, and business processes.
• Thrive in fast-paced, high-pressure environments where priorities can change quickly.
• Exceptional communication skills with the ability to engage effectively with both technical and non-technical stakeholders.
• Proven ability to lead incident resolution calls and coordinate activities across multiple teams.
• Ability to articulate risks, blockers, root causes, and recommended actions clearly and concisely.
• Strong stakeholder management and vendor engagement skills.
• Confident, credible, and composed during critical production incidents and executive communications.

Who You Are

• A proactive problem solver who takes initiative and ownership.
• A quick learner who can rapidly adapt to new technologies and business processes.
• Strong troubleshooter with a passion for understanding complex issues and driving resolution.
• Critical thinker who approaches challenges analytically and methodically.
• Customer-focused and committed to delivering excellent service.
• Comfortable working across global teams and managing competing priorities.
• Collaborative by nature and effective at building strong working relationships.
• Detail-oriented with a commitment to operational excellence and continuous improvement.
• Someone who identifies opportunities before they become problems and acts proactively.

Role Minimum Requirements

Baseline Qualifications

• Bachelor’s degree in computer science, Information Technology, Information Systems, Engineering, or a related discipline.
• Minimum 4 years of experience in Application Support or Minimum 3 years of experience providing Level 2 support for business-critical applications.
• Strong experience managing incidents, problem records, and root cause analysis activities.
• Experience working with vendors, third-party suppliers, and global support teams.
• Well-versed in ITIL Service Management processes and operational support practices.
• Experience supporting enterprise applications and associated integrations.
• Strong written and verbal communication skills in English.

Desirable

• Experience supporting Quantios ViewPoint (VPoint) or similar Entity Management / Corporate Services platforms.
• Experience within Corporate Services, Financial Services, Fund Administration, or Professional Services industries.
• ITIL Foundation certification.
• Experience with ServiceDesk Plus, ServiceNow, Jira, or comparable ITSM platforms.
• Exposure to SQL databases, reporting tools, and application monitoring platforms.
• Familiarity with Azure, cloud technologies, and DevOps support models.

Why Vistra

This is a career-defining opportunity. You will be at the center of a global transformation program with direct visibility to senior leadership. At Vistra, we offer flexible working arrangements and prioritize the growth of our people.

We invest in continuous learning, mentorship, and career progression. You will sharpen your expertise across global payroll, data engineering, and enterprise transformation while working alongside some of the best in the industry.

If you’re the kind of person who runs toward complexity, takes pride in getting things done right, and wants your work to matter, we want to hear from you.