Application Support Analyst

Zilch is a payment tech company on a mission to create the most empowering way to pay for anything, anywhere. Combining the best of debit, credit and savings, we give our customers the option to earn instant cashback or spread the cost of pricier purchases, completely interest free and with no late fees. Pretty great, right?

We started in 2018 with a small team and a big dream - to make credit accessible to all. Since then, we've achieved double unicorn status and taken on more than 4 million customers. There are some exciting projects coming up and we've got big growth plans.

Want to join us?

The role.

We're looking for an Application Support Analyst that can come in and hit the ground running with taking our new set of internal business applications to the next level. This role will be working closely with the Customer Service and Business Operations teams looking to bring a dynamic and fresh approach to the usage of the core applications in their departments. The successful candidate will have been in a similar role before and have a tenacious attitude to best practice and versatility. They will also be able to collaborate with the rest of the Application Management team on other day to day tasks ensuring Zilch's Core application smooth operation. Caring for our customers, both internal and external is paramount.

Day to day responsibilities.

• Working closely with other teams to understand their application needs, help them select best platforms, provision and support them
• Be the main point of contact and expertise on business applications used by other teams (including Intercom, Aircall, Assembled and MaestroQA), as well as the core Zilch platform
• Responding to incidents affecting our business applications, communicating the impact to internal teams and finding solutions or workarounds
• Building relationships with our application suppliers, working with them to resolve bugs and request new features
• Continually improving tooling, practices and knowledge in the Business Applications team, including writing documentation and researching new ideas
• Working with our data to ensure we store and process information securely and effectively
• Working in an agile environment on systems which are critical for our customers
• Assist in ad-hoc technology support and technology related duties
• Proven analytical skills and ability to problem solve
• Understanding of business applications and processes; proven track record in supporting the business' usage of those
• Understanding of APIs and integrations
• Ability to learn new concepts and applications quickly by getting stuck in
• Proven ability to implement best practice processes and application usage
• Ability to manage their own work pipeline as well as work as a part of a team
• Interest in AI and knowledge of prompting techniques
• Ability to explain technical concepts to non-technical stakeholders, and vice versa
• Strong awareness of data security best practices

Bonus.

• Experience working in or supporting Operations/Customer Service teams
• Experience supporting Intercom or similar (Zendesk, Kustomer, etc.)
• Experience implementing and supporting business applications such as CRM and ERP systems
• Experience supporting telephony systems (like Aircall, Amazon Connect, Zendesk Talk, Ujet)
• SQL and/or Python scripting
• Usage of low-code integration platforms like Zapier, Workato or Hightouch, Outsystems
• Exposure to workflow management systems

Compensation & Savings

• Income Protection
• Share Options Scheme
• 5% back on in-app purchases
• £200 for WFH Setup
• Private Medical Insurance including;
• GP consultations (video, telephone or face-to-face)
• Prescribed medication
• In-patient, day-patient and out-patient care
• Mental health support
• Physiotherapy
• Advanced cancer cover
• Employee Assistance Programme including
• Unlimited mental health sessions
• 24/7 remote GP & physiotherapy
• 24/7 helpline for emotional & practical support
• Savings & discounts on everyday shopping
• 1:1 personalised wellbeing consultations

Family Friendly Policies

• Enhanced maternity pay
• Enhanced paternity pay
• Enhanced adoption pay
• Enhanced shared parental leave

Learning & Development

• Professional Qualifications
• Professional Memberships
• Learning Suite for e-courses
• Internal Training Programmes
• FCA & Regulatory training
• Hybrid Working
• Casual dress code
• Workplace socials

To apply for this role, please submit your CV along with a cover letter.

We acknowledge receipt of your resume for a position at Zilch and we appreciate your interest in joining our business.

We will screen all applicants and select candidates whose qualifications meet our requirements. We will carefully consider your application during the initial screening and will contact you if you are selected to continue to the next stage of the recruitment process. We wish you every success.

Zilch Technology is an equal opportunities employer and we encourage all applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, religion or belief.

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