Applications Support Analyst

About MSI

MSI Reproductive Choices is one of the world’s leading providers of sexual and reproductive healthcare. We believe that everyone should have the right to choose. From contraception to safe abortion and life-saving post-abortion care, we are committed to delivering compassionate, affordable, high-quality services for all.

Today, our organisation has over 9,000 team members working in 37 countries across the world. Our success lies in the fact that MSI teams are locally led, entrepreneurial and results-driven, and are passionate about delivering high quality, client-centred care in their own communities. As a social business, we focus on sustainable delivery, efficiency, and funding models that are built to last, so that the women and girls we serve today will have a choice in the future too.

We know that access to reproductive choice is life changing. For some, it can mean the ability to complete an education or start a career. For others, it means being able to look after the family they already have. For everyone, it means the freedom to decide their own future, creating a fairer, more equal world.

About the Role

Working as part of a small team of support analysts, you will provide 2nd line technical support and expertise to multiple technology areas, such as global bespoke and in-house developed applications, Microsoft cloud applications and systems integrations reporting tools.

You will engage closely with the Senior Applications Manager (Frontline Applications), in proposing applications improvements through development, supporting scaleup implementations, lead continuous reporting improvement to enable data driven support for country programmes. You will work closely with other members of the Global Information Services team to help prioritise issues/responses to all tickets raised.

We are looking for someone with the technical skills to be effective straight away, who is a team player, has a positive attitude and who loves to learn, develop and grow continuously.

About You

We recruit talented, dynamic people with diverse backgrounds and experiences, all united by a belief in our mission and a focus on delivering measurable results. We’re proud to be an equal opportunities employer and are committed to creating a fully inclusive workplace, where everyone feels able to participate and contribute meaningfully. You must be open-minded, curious, resilient, and solutions-oriented, and committed to promoting equality, and safeguarding the welfare of team members and clients alike.

To perform this role, it is essential that you have the following skills:

• Demonstrable capability of understanding and supporting in-house developed applications
• Proven understanding and use of Microsoft Dynamics (D365) and Microsoft Power Platform
• Demonstrable understanding of Microsoft SQL Server
• Exposure to application development using C#, .Net environment.
• Exposure to Cloud Computing
• Able to communicate effectively with technical and non-technical colleagues
• Fluent in English, both written and verbal
• Highly developed cultural awareness and ability to work well in an international environment with people from diverse backgrounds and cultures
• Demonstrate problem solving and troubleshooting skills
• Ability to collaborate within a team environment
• Have provided end user support, including call logging, call resolution, updating knowledge base/FAQs etc

To perform this role, it is essential that you have the following experience:

• Microsoft Dynamics (D365) and Microsoft Power Platform
• Microsoft Azure, Google/Azure Cloud and/or support
• Demonstrable experience working with Microsoft Cloud Solutions
• Experience with Microsoft SQL Server
• Proven knowledge of scripting tools for data manipulation as well as C# and .Net environment.
• Experience in Telephony PABX or PBX systems or equivalent (as an advantage)
• Any SQL Server or equivalent
• Awareness of ITIL and ITSM best practise
• Demonstratable capability of understanding and supporting in-house developed applications
• Demonstratable understanding of Microsoft SQL Server
• Proven understanding and use of Microsoft Dynamics (D365)
• Exposure to application development using C#, .Net environment (Share GitHub account)

Formal education/qualification

• Bachelor’s Degree in Computer Science or equivalent
• Microsoft Certified Solution Developer certification, Dynamics CRM certification or equivalent
• 4+ years working in IT or Information Systems with 1+ year working as an Application Support capacity

Personal Attributes:

We seek exceptional individuals who are aligned to MSI’s mission and entrepreneurial mindset. You must be a strong communicator, self-motivated and solutions-seeking, committed to driving social change in an environment that measures sustainable results and impact at an individual and global level. You must be able to work effectively with and across diverse teams and be comfortable with ambiguity.

For this role, we’re looking for an individual who is:

• Customer sensitive, able to empathise and create customer relationships
• Innovative individual with the ability to show initiative
• A quick learner who can pick up new skills quickly and easily
• Positive attitude and outlook
• Dependable and can self-manage
• Can keep calm and work effectively under pressure
• Pro-choice.

Please click here to view the job framework

Location: London Support Office (hybrid working) or where any MSI country programme operates.

Full-time: 35 hours a week, Monday to Friday (for UK based team members).

Contract type: 1 year fixed term contract

Salary: £29,200 – £36,500 per annum for UK based candidates. Discretionary bonus + benefits. For all other locations, the salary will be banded within the national context.

Salary band: BG 6

Closing date: 2nd September (midnight BST). Interviews may take place before this date for exceptional candidates.

For internal employees applying from an MSI country programme, the role will be positioned within the existing salary structure of the country. Local terms and conditions of the country will apply.