Application Support Analyst – United Kingdom of Great Britain and Northern Ireland

About MSI

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

Today, our organization employs over 9,000 people in 37 countries around the world. Our success is built on the fact that MSI teams are locally led, entrepreneurial, results-driven, and passionate about delivering high-quality, client-centered care in their own communities. As a social enterprise, we focus on sustainable performance, efficiency, and funding models built for longevity so that the women and girls we serve today will continue to have choices in the future.

We know that access to reproductive choice can be life-changing. For some, it can mean being able to complete an education or start a career. For others, it means being able to provide for the family they already have. For all, it means the freedom to choose their own future and create a fairer, more equal world.

About the role

As part of a small team of support analysts, you will provide second-level technical support and expertise across multiple technology areas, such as globally customized and internally developed applications, Microsoft cloud applications, and system integration reporting tools.

You will work closely with the Senior Applications Manager (Frontline Applications), propose application improvements through development, support scale-up implementations, and lead continuous reporting improvements to enable data-driven support for country programs. You will work closely with other members of the Global Information Services team to prioritize issues/responses to all tickets submitted.

We are looking for someone who has the technical skills needed to work effectively right away, is a team player, has a positive attitude and enjoys learning, developing and continuously growing.

About you

We hire talented, dynamic people from diverse backgrounds and experiences, all united by a belief in our mission and a focus on measurable results. We are proud to be an equal opportunity 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 solution-oriented, with a commitment to promoting equality and protecting the well-being of team members and customers alike.

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

• Proven ability to understand and support internally developed applications
• Proven understanding and use of Microsoft Dynamics (D365) and Microsoft Power Platform
• Proven understanding of Microsoft SQL Server
• Experience in application development with C# and .Net environment.
• Contact with Cloud Computing
• Able to communicate effectively with technical and non-technical colleagues
• Fluent written and spoken English
• Strong cultural awareness and the ability to work well in an international environment with people from different backgrounds and cultures
• Demonstrate problem-solving and troubleshooting skills
• Ability to work together in a team environment
• Providing end-user support including call logging, call resolution, knowledge base/FAQ updates, etc.

For this role you absolutely need the following experience:

• Microsoft Dynamics (D365) and Microsoft Power Platform
• Microsoft Azure, Google/Azure Cloud and/or Support
• Proven experience working with Microsoft Cloud solutions
• Experience with Microsoft SQL Server
• Proven knowledge of scripting tools for data manipulation as well as the C# and .Net environment.
• Experience with telephony PABX or PBX systems or equivalent (advantageous)
• Any SQL Server or equivalent
• Awareness of ITIL and ITSM best practice
• Proven ability to understand and support internally developed applications
• Proven understanding of Microsoft SQL Server
• Proven understanding and use of Microsoft Dynamics (D365)
• Experience in application development with 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
• At least 4 years of professional experience in IT or information systems, including at least 1 year of professional experience in application support

Personal characteristics:

We are looking for exceptional individuals who align with MSI’s mission and entrepreneurial mindset. You must be a strong communicator, self-motivated and solution-oriented, and committed to driving social change in an environment where sustainable outcomes and impact are measured on 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 are looking for a person who:

• Customer sensitivity, ability to empathize and build customer relationships
• Innovative personality with the ability to show initiative
• A fast learner who can acquire new skills quickly and easily
• Positive attitude and perspective
• Reliable and self-managing
• Able to remain calm and work effectively under pressure
• For freedom of choice.

Click here to view the job description

Location: Support Office in London (hybrid working) or wherever any MSI country program is running.

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

Type of contract: 1-year fixed-term contract

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

Salary level: BG 6

Deadline for entries: 2 September (Midnight BST). For outstanding candidates, interviews may take place before this date.

For internal employees applying from an MSI country program, the position will be based within the country’s existing salary structure. Local country conditions apply.