Applications Support

The Application Support roles will primarily support second tier business software issues that help our colleagues across the operational businesses to enable ongoing continuity of service; whilst also engaging in new enhancements requests, continuous improvement projects and upgrades to ensure ever better quality of solution fit to business needs.

Normally the Application Support roles will:

• Support issues that are not able to be solved by first-tier support through Site or I&T Key Users. All such issues are to be documented in our support system (IT Now/GSN) for tracking and for addition to our knowledge base. Any changes will be managed through our Demand/Enhancement request process and approved via Change Management process.
• Provide technical support to business customers via telephone and/or Internet, e.g., instant message, email. During any change or support activities you will work cross-functionally with all business functions

This position is expected to grow over time to incorporate additional responsibilities and opportunities as our business continues to expand.  Role holders will be able to establish themselves independently within role but will also operate collaboratively as part of a team with other NAPP Application support roles and the wider NAPP I&T organization; they will be supported by the wider Group and Divisional teams and also by our 3rd party technical partners.

This role will:

• Be an integral part of the NAPP I&T function which works across Packaging, Paper & Recycling and the Shared Service activities.
• Work with colleagues in the IT Team and key business stakeholders to identify and refine appropriate IT solutions that will realize ‘value adding’ business opportunities. These may be within the existing applications portfolio or new components.
• Be the focal point for the business community to address matters concerning particular areas for specialism that the role holder will be allocated.
• Work closely with 3rd Party services providers to ensure continuous improvement, driving benefits in the service offering to users.
• Collaborate with Central IT functions and with other DS Smith regions within the divisions to ensure consistency of approach across the application estate.
• Promote innovative solutions that deliver competitive advantage.

In partnership with 3rd Party service partners, ensure continuous quality of System Service Availability, building supportability into the design and delivery of solutions.