Senior Application Support Analyst

Why we're hiring:

The Senior Application Support Analyst is responsible for the day-to-day operational support, configuration, and access management of enterprise Media, Finance and People platforms. The role acts as a key bridge between Product, Engineering, and the WPP Media business teams, ensuring platforms run reliably and according to controls in place, issues are triaged and responses to effectively, and business users receive timely, high-quality support. This role is critical to business continuity, audit readiness, and smooth delivery of enhancements and market onboarding.

What you'll be doing:

• Provide support for critical business systems, Media, finance and people platforms
• Monitor incoming tickets, incidents, and requests; triage, investigate, and resolve issues within agreed SLAs.
• Identify recurring issues and proactively recommend fixes or process improvements. Access & Data Management
• Manage user access requests (joins, moves, leavers), including role-based access and approvals.
• Support data setup and maintenance activities
• Ensure access and change activities comply with audit and control requirements Incident, Problem & Change Management
• Support incident and problem investigations, including root cause analysis.
• Assist with testing, deployment, and validation of system changes and enhancements.
• Participate in regular backlog reviews, prioritisation sessions, and stand-ups with Product and Engineering teams.

• Act as a key point of contact for Product Owners, Product Managers, offshore/onshore engineering teams and business stakeholders.
• Communicate clearly on progress, risks, and resolution timelines.
• Work with third-party vendors and internal IT teams where required.

• Maintain support documentation, runbooks, and knowledge base articles.
• Capture learnings from incidents and releases to improve future support outcomes.

What you'll need:

• Proven experience in an Application Support role (enterprise systems) for 5+ years, finance or planning systems desirable.
• Strong understanding of ticketing tools and support workflows (e.g. ServiceNow-like tools).
• Experience with access management, data maintenance, and configuration changes.
• Ability to analyse issues, troubleshoot systematically, and work across technical and non-technical teams.
• Excellent written and verbal communication skills.
• Familiarity with Agile or DevOps ways of working.
• Experience working in global, distributed teams and across time zones desirable
• Exposure to audit-controlled environments (SOX, compliance, change governance).
• SQL Administrator experience/ knowledge desirable

• Highly organised, dependable, and detail-oriented.
• Calm under pressure, with a strong sense of ownership and follow-through.
• Proactive in spotting issues and suggesting improvements, not just reacting to tickets.
• Collaborative and service-oriented mindset.

Who you are: