Application Support Analyst CV Example
For application support analysts maintaining business-critical software systems and resolving production issues. Demonstrates your analytical skills, SLA management, and ability to bridge technical and business teams.
Recommended template: Compact
Key Skills to Include
Quick Tips
- Specify the applications and technologies you have supported, including any enterprise platforms.
- Highlight your SLA achievement rates and any improvements you made to incident resolution times.
- Include your SQL proficiency and experience with monitoring tools like Datadog, Dynatrace, or AppDynamics.
- Demonstrate your ability to document solutions, create knowledge base articles, and train end users.
Ready to build your CV?
Start with the Compact template and customise it for your information technology role.
How to Write Your Application Support Analyst CV
An application support analyst CV should demonstrate your ability to keep business-critical systems running reliably while resolving issues efficiently. Employers want to see that you can investigate complex production incidents, communicate clearly with both technical and business teams, and contribute to continuous service improvement. Your CV should balance technical troubleshooting skills with evidence of meeting SLA targets and improving the support function over time.
CV Structure
Use a reverse-chronological format with a profile, skills section, work experience, and education. For each role, describe the application portfolio you supported, the number of users served, and the SLA framework you worked within. Separate responsibilities from achievements and include metrics like SLA compliance rates, incident resolution times, and ticket volume reductions.
CV Format
Choose a clean, professional template that allows for a structured skills section and detailed work experience. Keep to two pages and ensure your ITIL certification and SQL proficiency are visible in the first half of the document. Save as PDF for consistent formatting across different systems.
CV Profile Examples
Senior Application Support Analyst
Application support analyst with six years of experience maintaining and troubleshooting business-critical systems across financial services and retail sectors. Expert in incident management, root cause analysis, and SLA delivery with hands-on SQL skills for data investigation and resolution. Achieved 99.1% SLA compliance across a portfolio of 12 enterprise applications serving 4,500 daily active users.
Application Support Analyst — ERP Focus
Application support analyst specialising in SAP and Microsoft Dynamics 365 environments with four years of experience resolving production incidents and supporting end users across manufacturing and distribution organisations. Proficient in SQL Server, SSRS reporting, and ITIL incident and problem management processes. Known for bridging the gap between technical teams and business stakeholders through clear communication.
Junior Application Support Analyst
Analytical and methodical application support professional with two years of experience in a shared services environment supporting HR and finance applications. Skilled in ticket triage, log analysis, and first-line application troubleshooting using SQL and monitoring tools. ITIL Foundation certified with a strong desire to develop deeper technical expertise in application architecture and database management.
State your years of application support experience, the types of systems you have supported, and your SLA track record. Mention your SQL proficiency and monitoring tool expertise. Include one headline achievement such as SLA compliance percentage or incident resolution improvement.
Key Skills for Your Application Support Analyst CV
Application Monitoring
Using monitoring tools like Datadog, Dynatrace, and Splunk to track application health, performance, and availability.
Incident Management
Managing the lifecycle of production incidents from detection through investigation, resolution, and post-incident review.
SQL Queries
Writing SQL queries to investigate data issues, validate application behaviour, and support root cause analysis in production environments.
Root Cause Analysis
Applying structured problem-solving techniques to identify and address the underlying causes of recurring incidents.
SLA Management
Monitoring and meeting service level agreement targets for incident response and resolution across priority levels.
Change Management
Following structured change management processes to assess, approve, and implement application changes with minimal risk.
Log Analysis
Reviewing application and server logs to trace errors, identify failure patterns, and support incident investigation.
User Training
Delivering training sessions and creating user guides to support application adoption and reduce support ticket volumes.
ITIL Processes
Applying ITIL framework practices for incident, problem, change, and service request management.
Work Experience Examples
For each role, describe the application portfolio, the technology stack, and the number of users. Detail your incident investigation methodology, the tools you used, and how you communicated with stakeholders. Include quantified achievements — SLA figures, resolution time improvements, and root cause analysis outcomes — to demonstrate your contribution to service quality.
Senior Application Support Analyst
Pinnacle Retail Group
Provided third-line application support for a suite of 14 business-critical systems including ERP, e-commerce, warehouse management, and point-of-sale platforms serving 280 stores nationwide.
Responsibilities
- Investigated and resolved complex production incidents using log analysis, SQL queries, and application monitoring tools including Datadog and Splunk.
- Managed the incident lifecycle from initial triage through root cause analysis and permanent fix implementation, adhering to P1-P4 SLA targets.
- Performed proactive application health monitoring, identifying performance degradation and capacity issues before they impacted users.
- Created and maintained knowledge base articles and runbooks to enable faster incident resolution and reduce dependency on individual expertise.
- Coordinated with development teams to test and deploy application patches and upgrades through structured change management processes.
Achievements
- Achieved 99.3% SLA compliance across all priority levels over a twelve-month period, exceeding the 98% organisational target.
- Reduced average P2 incident resolution time from 4.5 hours to 2.1 hours by implementing structured troubleshooting runbooks for the ten most common issue types.
- Identified and resolved a recurring database connection pooling issue that had caused 15 unplanned outages over six months.
Application Support Analyst
Meridian Shared Services
Supported HR, finance, and procurement applications within a shared services centre serving three group companies and 6,000 employees.
Responsibilities
- Triaged and resolved application support tickets logged via ServiceNow, handling an average of 25 tickets per day.
- Ran SQL queries against Oracle and SQL Server databases to investigate data discrepancies and generate ad-hoc reports for business users.
- Assisted with quarterly application upgrades, performing regression testing and validating data integrity post-deployment.
- Delivered user training sessions for new application features and created step-by-step user guides for common workflows.
Achievements
- Reduced repeat incidents by 30% through a root cause analysis initiative that addressed the top five recurring application issues.
- Trained 120 users across three sites on a new expense management application, achieving a 90% user adoption rate within the first month.
Education & Qualifications
List your degree in computer science, information technology, or a related field. Feature your ITIL certification prominently. Include any vendor-specific certifications for the platforms you have supported and training in SQL, monitoring tools, or cloud services.
ITIL Foundation
A certification demonstrating understanding of IT service management practices essential for application support roles.
Microsoft Certified: Azure Fundamentals
A cloud certification providing foundational knowledge for supporting cloud-hosted applications.
Oracle SQL Certification
A database certification validating SQL query skills used extensively in application support investigation.
BSc Computer Science / Information Systems
A degree providing the technical foundation for understanding application architectures and database systems.
Frequently Asked Questions
What skills are most important for an application support analyst CV?
How do I show SLA performance on my application support CV?
Should I include scripting skills on an application support CV?
How important is ITIL certification for application support roles?
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