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Application Support Analyst

Employer: Copyright Licensing Agency (CLA)
Location: London EC4A
Salary: circa £38K
Published Date: 7 Feb 2018
Status: Permanent
Ref: CLA0702

Job Description

About Us

CLA simplifies copyright for content users and unlocks published content for professional use. Our aim is simple: to be the provider of choice for rights, content and licensing solutions.

Through a range of innovative technology and licensing services, we reduce complexity, time and costs for all types of organisations – from businesses to the public sector – so they can use the content they want, in the way that they want.

CLA is undergoing a period of rapid change. We are collaborating with customers and technology partners to develop new and innovative services and ways of working – and our culture and brand are evolving to support our ambition.

The role

CLA has a vacancy for an experienced Application Support Analyst to join its IT Services team. The role will focus on providing technical support, training and implementation services to customers’ end-users either remotely or face-to-face at the customers’ sites.
Due to the types of products being supported it would be beneficial if the candidate had some experience of providing technical application support to the Higher-Education sector especially around University library-related applications.

This is a permanent role based at CLA’s London offices. The hours of work are based on an eight-hour day (Monday to Friday) between the hours of 08:30 to 17:30. Occasional travel in the UK will be required and it may be necessary to provide additional, out-of-hours cover as and when required.

The key functions of the role are:

  • Provide comprehensive technical support, implementation services and training to external customers for CLA’s ‘Keylinks’ Reading List Management System
  • Provide backup technical support to external customers for CLA’s Digital applications 
  • Provide backup technical support to internal staff for CLA’s bespoke in-house applications 
  • Provide basic technical support to internal staff for third-party applications (e.g. MSOffice) 
  • Provide basic IT technical support to internal staff (e.g. basic PC / Windows troubleshooting)

Essential skills

  • Experience of technical ‘web skills’ in creating, amending, troubleshooting HTML & CSS
  • Experience of APIs and supporting applications’ APIs as well as writing SQL queries (MySQL/PSQL),
  • Experience of Data Standards (such as MARC - Machine Readable Cataloguing Standard as used by the British Library)
  • Basic knowledge of TCP/IP networking
  • Experience providing training in person and via web
  • Experience of managing bespoke applications 
  • Excellent interpersonal and communication skills: written, listening and verbal with a proven track record of conveying technical information to non-technical audiences 
  • Excellent attention to detail, analytical, research and problem solving skills 
  • Proactive with professional and diplomatic attitude in dealing with all types of people and stakeholders including customers, third-party suppliers 
  • Self starter, able to work on own initiative and maintain a high level of self-motivation 
  • High levels of organisational, planning and administration skills and be able to prioritise work efficiently to critical deadlines

Desirable skills

  • Knowledge of reading and writing PHP
  • Knowledge of OpenURL 
  • Ability to report on issue trends – spotting spikes and clusters of incidents. 
  • In-depth knowledge of Crystal Reports, SQL, generalised knowledge of integration tech (such as SSIS) 
  • Good working knowledge of Windows and MS Office desktop products 
  • Knowledge of software development lifecycle 
  • Basic knowledge of business application development (architecture / programming) ideally Perl, C# and Java



To apply please email your CV and a covering letter to recruitment@cla.co.uk


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