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Job Details: Application Support Analyst

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Application Support Analyst
United Kingdom
Application Support Analyst – 2nd Line
Department: IT
GSMA Entity: Mutual
Location: London
Position type: Permanent
Reporting to: Head of IT Applications
About the GSMA
The GSMA represents the interests of mobile operators worldwide, uniting more than 750 operators with over 350 companies in the broader mobile ecosystem. Our mission is to further the strategic, commercial, technological, developing world and advocacy interests of our members. The GSMA produces industry-leading events such as Mobile World CongressMobile World Congress ShanghaiMobile World Congress Americas and the Mobile 360 Series conferences.
Every day we work to harness the power of mobile to achieve our industry purpose – Connecting Everyone and Everything to a Better Future – through four main activities:
  • We provide strategic direction and thought leadership to our members
  • We drive collaborative industry programmes aimed at maintaining operator relevance in the digital world
  • We advocate for the industry to regulators, policymakers and society as a whole
  • We convene the broad mobile communications ecosystem and adjacent industry sectors at our industry-leading events
What the hiring manager says
“As an Application Support Analyst, you will be supporting and maintaining key business services to meet business requirements. You’ll be working within a large diverse team supporting in-house applications in an ITIL based service environment.
We are looking for a bright, intelligent person who is very willing to learn and develop. Whilst a strong interest in technology paired with the ability to grasp technical concepts quickly and easily is important, our emphasis will be more on your personality, drive, and communication skills. You will need to balance many demands so being able to multi-task in a fun but intensive environment where issue prioritization is a critical skill.”
About the Role
The main duties are as follows: 
  • Provide 2nd line Support Monday through Friday
  • Maintain a high degree of customer service for all support queries
  • Ensure work is completed in line with KPI targets and defines SLAs
  • Liaise with 3rd party support and vendor companies as needed.
  • Provide timely reports on the status of project work.
About You
Pre-requisites and experience: 
  • Software engineering background
  • Familiar with IDEs (integrated development environments)
  • Knowledge of identity solutions
  • Knowledge of data encryption
  • Experience of implementing oAuth2 or OIDC
  • Understanding of Java or PHP on the server
  • Understanding of Android or iOS for mobile apps
  • Has created apps which use Restful APIs
  • Has written some Java, Python, PHP, .NET
  • Has created apps in Android, iOS, .NET
  • Understanding of what SDKs are
  • Familiar with testing and debugging of apps
  • Understands client-server technology
  • Understands IP / HTTP requests and responses
  • Familiar with POSTMAN/cURL
  • Understands JSON
  • Understanding of Oauth/OIDC
  • Analytical and problem solving skills
  • Good telephone manner and an exceptional customer service attitude required
  • Experience of Helpdesk Systems
  • ITIL certifications an advantage but not essential
  • Ability to adhere to GSMA policies and procedures
 Person Specification:
•             Independent, self-motivated and self-directed individual
•             Must have a proactive, can-do attitude
•             Ability to work autonomously and as part of a team.
•             Excellent communicator – fluent written and spoken English
•             Highly flexible & customer focused
•             Excellent problem solving skills
•             Highly organized

What We Offer
Working at the GSMA offers you unparalleled access to the mobile industry. We offer a chance to truly shape the direction of mobile, whatever your role. By joining the GSMA, you will be exposed to a fast-paced rapidly evolving environment, working on global solutions, genuinely fascinating and industry-changing projects and a stimulating and dynamic environment designed to enable you to flourish.
In addition to architect-designed offices and competitive compensation, our benefits include fantastic learning & development opportunities, generous holiday allowances, four additional days off for professional development and many others.
We offer a working environment that reflects our organisational values. We also hire in line with our values and recruit candidates who demonstrate a strong affinity with these 7 principles:
  • DREAM BIG - Demonstrate vision and insight to lead the industry forward
  • BE BOLD - Have the courage to take risks and make tough decisions
  • OWN IT - Take full accountability for your decisions and actions
  • WORK AS A TEAM - Collaborate to deliver impactful results
  • DO THE RIGHT THING - Conduct yourself with honesty and integrity at all times
  • SHOW RESPECT - Treat others as you would expect to be treated
  • LOVE WHAT YOU DO - Bring passion and pride to your work
To learn more about the GSMA, visit our careers site, our LinkedIn page and our Twitter page.
Diversity Statement
The GSMA is committed to providing a working culture that is inclusive to all.  We believe that having a diverse workforce will help us meet the needs of our global membership. We will not tolerate discriminatory behaviour of any kind and we offer equal opportunities for all aspects of employment and advancement regardless of race, nationality, gender, age, marital status, sexual orientation, disability, religious or political belief, caste or tribe, or military status.
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