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Senior Support Analyst
Application Support Analyst
Help us strengthen our Service Desk Support Team as a full-time Application Support Analyst for the MRI Revenues Application Support Team.
You will be part of the MRI One Revenues and Benefits, Digital and EDMS Service Desk, providing support and service expertise to Authorities across the UK.
About the Role
The ideal candidate will be highly motivated, creative, and a real team player, demonstrating an ability to work well within the Service Desk team as well as with both internal and external stakeholders.
With the provided tools and a creative mindset, the successful candidate will translate customers’ incidents into viable solutions and provide supporting documentation for all customers.
Key Responsibilities
To provide support on our product to external clients, including:
- Identify and resolve issues raised via our customer portal.
- Take ownership of customer Incidents to ensure timely and effective solutions.
- Thoroughly investigate reported Incidents/Defects through fact gathering and remote support.
- Find the root cause of an issue.
- Build strong relationships with Business Analysts, Knowledge Specialists, and Technical personnel to identify workarounds, solutions, and opportunities for knowledge creation.
- Ensure SLAs are met, providing timely responses to both internal and external customers.
- Contribute towards knowledge management, becoming a subject matter expert and product virtuoso.
- Improve current application support processes.
- Remain customer-focused at all times.
- Learn, support, and investigate software functionality at all levels.
- Comply with data protection and security regulations.
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Essential Qualities
- Application/Software Support experience using MRI Revenues and Benefits.
- Excellent communication skills, able to convey complex issues both verbally and in writing to customers with varying technical expertise.
- Strong analytical, process-oriented, organizational, and problem-solving skills.
- Ability to learn and master employer-specific software.
- Ability to diagnose and address application issues.
- Responsiveness to urgency and impact.
- Proactive ownership.
- Ability to multitask, while always being willing to improve.
- Self-motivated and resourceful.
- Strong written and verbal communicator.
Desirable Qualities
- Understanding and basic SQL.
- Strong customer service awareness.
- Effective team collaboration.
About Us
At MRI Software, we have built flexible, game-changing real estate software that helps create thriving communities and improves daily living, working, and playing experiences.
Our longstanding mission is driven by one thing: exceptional people.
Our Commitment to You
MRI’s people-first approach defines industry standards for client experiences and fosters unmatchable engagement:
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- Connected Community: MRI is more than a company; it’s a place where people truly belong.
- Core Value: We strive to amaze—in our solutions, culture, and leadership.
- Inclusivity: We celebrate diversity across backgrounds (ethnicity, religion, sexual orientation, disability, age, military/veteran status, and more).
- Culture: Our values of passion, integrity, inclusion, and fun make MRI the best workplace for your next move!
Dynamic Work Environment
We believe great growth requires amazing employees—are you up to the challenge?
Given the challenges of confidence gaps, we encourage ambitious candidates to apply. You belong here.
Perks & Benefits
Join an inspiring workplace with a range of rewards, including:
- 16 additional hours of paid time off through Flex at MRI.
- 16 paid hours for volunteering.
- Employee referral cash reward scheme.
- Regional-specific, comprehensive healthcare benefits (you & family).
- Parental Leave & support for family growth.
- PTO + holiday entitlements for a balanced lifestyle.
- Tuition reimbursement for career growth.
- Two-week Global Travel Allowance—work from anywhere in the world.
- And more!
See athlete-designed fun initiatives in action on our MRI Software Instagram. 📷
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