Application Configuration and Support Analyst

Collinson is the global, privately-owned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide market-leading airport experiences, loyalty and customer engagement, and insurance solutions for over 400 million consumers.


Collinson is the operator of Priority Pass, the world’s original and leading airport experiences programme. Travellers can access a network of 1,500+ lounges and travel experiences, including dining, retail, sleep and spa, in over 650 airports in 148 countries, helping to elevate the journey into something special. We work with the world’s leading payment networks, over 1,400 banks, 90 airlines and 20 hotel groups worldwide.

We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 2,200 global colleagues.

Purpose of the role  

The role of the Senior Application Configuration and Support Analyst is to:

• Complete and manage standard configuration changes such as onboarding, renewals, workflow and customer communication templates
• Manage issues and enhancements raised against production systems, with responsibility for supporting applications and responding to issues raised within agreed Service Levels.
• Assist with the management of the product backlog ensuring stories are understood, prioritised and stakeholders update

Key Responsibilities 

• Management of Service desk requests for specific applications to ensure responsiveness in a timely and courteous manner
• Gathering & clarifying requirements from stakeholders and writing user stories and acceptance criteria
• Complete configuration changes for renewals, onboarding and process & communications improvements
• Support & train more junior team members
• Basic scrum master activities and supporting the squad Agile events & ceremonies
• Managing UAT as required
• Analysis of issues and recommendations for action
• Management of new software releases and upgrades
• Provide technical support for specific applications. Ensure knowledge, skills and processes are in place to ensure the support service is fit for purpose
• Provision of reporting on allocated requests to monitor resolution of incidents and enhancements
• Providing guidance and advice to users of the business applications
• Escalation and management of issues to third party suppliers, tracking through to resolution and raising review meetings where necessary

Knowledge, skills and experience required

• In depth experience in application support and configuration roles.
• Ability to take ownership and resolve problems
• Self-motivated and organised with the ability to work to strict deadlines
• Ability to prioritise workload effectively and be calm and capable under pressure
• Awareness of ITIL best practices
• The ability to demonstrate through examples, the effective management of stakeholder relationships at all levels internally and externally
• Excellent written & spoken English & interpersonal communication

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Take Action, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).

If you need any extra support throughout the interview process, then please email us at [email protected]