About the Job

Application Support Analyst

Hours: Monday to Friday – 9am – 5pm
Location: Hybrid with one day per week from our Support Office in Dunfermline

Salary: Up to £32,000 DOE plus benefits

Vets Now is the UK’s leading provider of emergency veterinary care, with a network of clinics and hospitals delivering expert treatment when pets and their owners need it most. Our mission is to create a culture where clinical excellence and compassionate care go hand in hand.

About the Role:

Your mission is to be the voice of our users and the front line of product discovery for our applications (including our practice management system and related tools). You don’t just close tickets. You understand the problems behind them, turn noisy support data into clear product insights, and help the team make better decisions about what to fix, improve, or redesign.

You’ll be a core member of the applications team – alongside engineers and the Applications Manager – helping us build and run software that clinicians and support teams actually want to use.

In this role you will:

  • Own intake, triage and first-line resolution: Monitor the Applications queue, classify and prioritise tickets, and provide clear, human responses.
  • Turn support into product insight: Spot recurring issues, frame them as product problems, and bring data and context into prioritisation.
  • Enable engineers to do their best work: Prepare clean, reproducible escalations and join dev triage to understand trade-offs.
  • Build and grow the knowledge base: Capture learning from solved issues and create guides that reduce future friction.

About You

Essential:

  • Experience in application support, operations, or service desk.
  • Strong analytical skills and ability to structure messy problems.
  • Excellent communication skills — translating between user and technical language.
  • Familiarity with ticketing/ITSM tools and incident/change concepts.

Desirable:

  • Experience in a product-centred environment.
  • Exposure to healthcare, clinical, or complex operational workflows.
  • Familiarity with SQL.
  • Experience maintaining a knowledge base.

Why Join Us?

At Vets Now, you’ll be part of a team that makes a real difference, not just to our colleagues, but to the pets and families who rely on us every day. You’ll have the chance to shape how our systems evolve, grow your skills, and work in a supportive environment that values curiosity, clarity, and care.

What We Offer

  • Competitive salary of up to £32,000 per annum
  • 7 weeks pro rata annual leave
  • Your birthday as a paid day off
  • Cash Health Plan provided by Simply Health
  • Vets Now For You – reward gateway giving discounts and cashback with 100’s of retailers
  • Family-friendly policies including sick, maternity, paternity and adoption pay schemes
  • UK Standard Pension contributions – 5% Employee/3% Employer
  • Up to 50% discounted staff pet care
  • Paid volunteering days
  • Death in service of two times annual salary

We welcome applications from candidates of all backgrounds, including those from diverse and minority groups. As a Disability Confident Employer, we encourage candidates with disabilities and health conditions to apply and are committed to providing reasonable adjustments throughout the recruitment process.