Reference : 579510

Support Analyst Level 3 (Core)

  • Information Systems
  • United Kingdom
  • Permanent / Regular (US)
  • Posting date : 07/09/2020

Who are we ?

Support Analyst Level 3 (Core)

Competitive Salary – Huddersfield based, however due to the current COIVD-19 pandemic this role will be remote/working from home for the foreseeable future to be reviewed.

Saint-Gobain - Winners of ‘TOP EMPLOYER UK AND GLOBAL' five years running! (2016-2020)

A truly exciting time to join us here at Saint-Gobain as we continue to deliver on our Digital Transformation projects. Saint-Gobain is a global leader in the construction industry with a presence in over 67 countries worldwide. As a Level 3 Support Analyst, you will minimise service disruption by providing support and maintenance of line-of-business applications through the ownership and resolution of Incidents and Service Requests, performing routine maintenance and by undertaking project work as required.  You will also act as a senior member of the Service Delivery team, providing guidance and mentoring to other team members as required. 

You will be required to:

  • Own and resolve Incidents assigned to team and own queue, ensuring that effective communication with customers is maintained throughout and business impact is understood and minimised. 
  • Take a lead role in the management of major incidents ensuring that the incident is managed and communicated effectively.
  • Ensure that Service Requests assigned to team and own queue are fulfilled in a timely manner and that customers are sent notification when work is complete.
  • Perform proactive monitoring of supported systems in order to identify any potential issues and minimise any potential disruption to the business.
  • Document processes, procedures and review documents written by other team members, providing feedback where required.
  • Review documentation that is produced for new and upgraded systems covering the design, development, testing implementation and post-live support phases. 

Skills and Experience Required


  • Excellent problem solving skills.
  • An aptitude for IT and a desire to learn.
  • Excellent communication skills and a confident phone manner.
  • Able to act as a mentor for other team members.
  • An understanding of application architecture.
  • Competent in use of MS Office applications.
  • An understanding of system interfaces.
  • An awareness of the ITIL service lifecycle.
  • Experience of supporting and working with the enterprise applications used with Saint-Gobain.
  • A good level of knowledge of supporting a Kerridge ERP system.
  • Working knowledge of UNIX-based operating systems.
  • Documentation writing experience.
  • Working knowledge of Microsoft Windows (including Server) 2003 – 2012 operating systems.
  • Experience of EDI transfer of documents.
  • Able to write scripts in one or more scripting languages.
  • Educated to degree level or has equivalent experience.


  • ITIL Foundation qualified.

We also offer some fantastic benefits, including:

  • Competitive Salary.
  • Company Car.
  • A defined contribution pension scheme.
  • 31 days holiday (including bank holidays)
  • Flexible Holiday buy-sell scheme (allowing up to 3 days holiday to be bought or sold).
  • As an employee you are automatically covered by the Saint-Gobain Life Assurance Scheme.
  • Staff discounts on high street and leisure activities and various other benefits.

If you’re up for a new challenge and think you’ve got what it takes, apply online today! 

Top Employer 2020