Application Support Analyst

Responsibilities

• Working as part of a team to provide technical application support and maintenance across the software portfolio estate.
• Act as the Application Services escalation contact for the Service Hub who provide the IT frontdoor in accordance with the firms established ITSM framework.
• Deliver functional and technical enhancements in accordance with established processes for: incidents requests and changes.
• Working closely with the Product Management team to:
  • Ensure supported applications meet operational availability targets.
  • Create and manage product backlogs and establish roadmaps for deliveries.
  • Participate / chair service reviews with key suppliers.
  • Stakeholder management with appropriate level communications for both service issues and feature deliveries.
  • Maximise the use of product capabilities and identify duplicate functional overlap within the service estate.
• Assist ongoing projects to ensure successful delivery and a smooth transition into the standard BAU support model.
• Create an effective working relationship with colleagues in the Application Services teams and across the wider IT function.
• Work with vendors and internal technology teams on product upgrades issues and feature requests.
• Work in European shift time to ensure Support services are well addressed within the SLAs.

Tasks 

• You will be responsible for resolving technical application issues.
• Work with the Service Hub to resolve incidents as the third level application support team.
• Create and maintain Knowledge Based Articles which provide key information to the frontline Service Hub.
• Perform ticket and trend analysis and manage application backlog lists across the software estate.
• Create MI / report packs.
• Engage with suppliers and external partners delivering services. Conduct service reviews and track SLA targets.
• Provide application assistance to projects (agile and waterfall methodologies) and transition deliveries into operational service.
• Quality of service is key in this role as is a knowledge of application development and appreciation of infrastructure design. You will need strong problemsolving skills and have a pragmatic approach.
• Managing business stakeholders; eliciting and suggesting requirements/improvements.

Key competencies for position and level

• Customer Focus Gaining insight into customer needs & identifying opportunities that benefit the customer.  Designing solutions that meet customer needs
• Communicates Effectively Adjusting communication style to fit the audience & message.  Providing timely information to help others across the organisation.  Encourages the open expression of diverse ideas and opinions
• Action Orientated Readily acting on challenges without unnecessary planning and identifies new opportunities taking ownership of them
• Interpersonal Savy Relating comfortably with people across all levels functions cultures & geographies.  Builds rapport in an open friendly & accepting way
• Commercial awareness Knowledge of what is happening in the external market and how to make Technology a differentiator

Key behaviours we expect to see

In addition to demonstrating our Group Values (Authentic Bold and Collaborative) the role holder will be expected to demonstrate the following:

• Facilitate open and frank debate to drive forward improvement
• Emotional and Cultural Awareness especially in post M&A environments and in managing change

Qualifications :

Required Experience

Education / professional qualifications

• Degree level education is preferred: BTech MCA BSC (computers) & equivalent
• Experience of ITSM frameworks such as ITIL / COBIT.

Background experience

• Experience in supporting enterprise services to help the business achieve its set deadlines.
• Excellent English communication skills
• Good appreciation of applications design and development including database and infrastructure technologies.
• Excellent troubleshooting / problem solving and delivery skills coupled with a good understanding of ITIL support processes.
• Experience of implementing and customising third party systems.
• Experience with programming structure concepts and integrated development environments.
• Service Delivery and support is key in this role as is a knowledge of application development and appreciation of infrastructure design you will need a strong problem solving and pragmatic approach

Technical

• Excellent SQL and PL/SQL skills for troubleshooting and enhancing internal processes Mandatory.
• Identification of potential performance improvements in existing SQL solutions.
• Proficient in supporting SSRS/PowerBI/Crystal reports for Operations team (SSRS Mandatory).
• Experience in source code control tools (GIT/ADO/SVN).
• Experience in working with suppliers for onprem and hosted: SaaS solutions.
• Sound knowledge of Powershell scripting to support Business processes.
• Experience with system merging and migration will be an advantage.
• Experience with Tableau Technology is a plus.

Company product and market knowledge

• Experience of wealth/fund management systems is beneficial.
• Experience of CRM GRC and Finance Systems is highly desired.
• Experience within the Financial Services sector.

Management and leadership

• Able to present and communicate solutions clearly and concisely with technical and nontechnical audiences from senior stakeholders to project teams including external customers.
• Excellent interpersonal skills including facilitation negotiation collaboration and influencing.

Languages

• English

Remote Work :

No

Employment Type :

Fulltime