Application Support Analyst

• Base Location: Fleet Street, London / Hybrid (minimum 2 days in the office)
• Employment Type: Full time, Permanent

Trading as emap for its B2B division, Metropolis International is a fast-growing business, privately owned Media Group with over £50m of annual revenue, structured in two divisions – consumer media and business-to-business media. In both parts of the business, we run print magazines, digital content and both face-to-face and virtual awards, conferences, and other events. Metropolis is actively looking at acquiring more media businesses. We employ over 480 people in offices in London (Croydon and Fleet Street), Devon and Dublin.

Overall Purpose of the Role:

As an Application Support Analyst, you will be responsible for providing technical support and troubleshooting issues across multiple business applications, with a focus on Naviga Ad and Adestra. You will act as the first point of contact for users, resolving issues, managing user access, and ensuring the smooth operation of our critical applications. This is a hands-on, technical support role, requiring excellent problem-solving, communication, and multi-tasking skills.

Key Responsibilities:

• Provide first and second-line application support for Naviga Ad CRM, Adestra email marketing platform, and other internal business applications.
• Troubleshoot and resolve user issues and queries submitted through our ticketing system (e.g., Jira, Zendesk).
• Prioritise and manage incoming support requests efficiently, meeting agreed SLAs across multiple applications.
• Manage user accounts, permissions, and access controls for Naviga Ad, Adestra, and other supported applications.
• Investigate and diagnose application errors, escalating to development teams where necessary.
• Maintain accurate and up-to-date documentation for application processes and procedures.
• Collaborate with internal teams to understand their application needs and provide tailored support.
• Communicate effectively with users to understand their requirements and provide clear solutions for various application-related issues.
• Provide excellent customer service to internal stakeholders.
• Assist with testing and implementation of application updates and enhancements across multiple platforms.
• Monitor application performance and identify potential issues for each supported system.
• Assist in the creation of reports and dashboards to track application usage and performance across the suite of supported applications.

Skills and Experience:

• Minimum of 1 year of experience in an Application Support role.
• Proven experience supporting CRM systems, with a strong preference for experience with Naviga Ad.
• Experience supporting email marketing platforms, preferably Adestra.
• Strong understanding of application support principles and best practices.
• Proficient in using ticketing systems (e.g., Jira, Zendesk) for managing support requests.
• Proficiency in Microsoft Office Suite.

Core Competencies:

• Excellent organisational and time-management skills, with the ability to prioritise tasks effectively across multiple applications.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Ability to work independently and as part of a team.

Personal Attributes:

• Able to use initiative and present ideas.
• A proactive individual focused on learning and self-improvement.
• Able to provide innovative ideas and a fresh viewpoint and to express these proposals to the team.
• Prove you are self-motivated, effective at multitasking, and capable of prioritising and meeting deadlines.
• An interest in the industries our brands serve.

What we offer:

Learning & Development:

At emap, we believe that employee learning and development are the key drivers of our success. To ensure continuous growth and meet the ever-changing demands of the workplace, we provide an environment that fosters continuous development for our employees.

Our employees are encouraged to identify their areas of personal and professional development aligned with our strategic areas, including management development, health, safety & wellbeing, sales, events management, marketing strategy, editorial, and information technology. We have a structured framework designed to help equip our employees with the necessary knowledge, skills, and behaviours to excel in their job roles, contributing to achieving our organizational objectives.

To support our employees’ career development, we have designed specialized programs, as well as other stand-alone role-specific and generic courses, under the emap academy.

Benefits: emap is part of Metropolis Group. Together we are committed to providing a happy and healthy place to work, so we offer fantastic benefits and perks to our employees.

• 25 days of annual leave, with the option to buy or sell additional days. Pro-rata for part-time employees.
• One additional day of leave per year - Celebration Day.
• Health plan.
• Life assurance.
• Private virtual GP access.
• Seasonal flu jabs available at the office.
• Continuous learning & development opportunities.
• In-house Excellence Awards and other innovation projects.
• Discounted gym memberships.
• Rail season ticket loans.
• Annual Summer & Winter Celebrations.
• Work from home during August.
• Income protection and more.

Privacy: Metropolis Group respects the privacy of every person for whom we have personal data. We comply with data protection legislation such as the Data Protection Act 1998 and the General Data Protection Regulation which regulates the processing of data and ensures that your data is processed fairly and lawfully, is kept secure and only that data necessary for any processing is kept. You can see our privacy policy at www.metropolis.co.uk/privacy.

Diversity and Inclusion: We are an equal opportunity employer and value diversity and inclusion. All applicants will be considered for employment without attention to race, age, religion or belief, pregnancy and maternity, marriage and civil partnership, sex, sexual orientation, gender identity, national origin, or disability status.

How to apply: Please submit your CV and covering letter. Due to the volume of applications, we receive, we are unable to give individual feedback at the application stage; however, if you are successfully shortlisted, you will be contacted within 10 working days of your application.

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