Application Support Analyst

You work as part of a team providing technical application support and maintenance across the software portfolio estate. You act as the Application Services escalation contact for the Service Hub which serves as the IT front door in line with the firms established ITSM framework.

You deliver functional and technical enhancements following established processes for incidents requests and changes. You work closely with the Product Management team to ensure supported applications meet operational availability targets maximise the use of product capabilities and identify any duplicate functional overlap within the service estate.

You assist with ongoing projects to ensure successful delivery and a smooth transition into the standard BAU support model. You build effective working relationships with colleagues in the Application Services teams and across the wider IT function.

You collaborate with vendors and internal technology teams on product upgrades issue resolution and feature requests. You also work European shift hours to ensure support services are delivered within agreed SLAs.

Day-to-Day Responsibilities

On a day-to-day basis you are responsible for resolving technical application issues. You work closely with the Service Hub as the third-level application support team to resolve incidents.

You create and maintain Knowledge Base Articles that provide critical information to front-line Service Hub teams. You perform ticket and trend analysis and manage application backlog lists across the software estate.

You produce MI and reporting packs and engage with suppliers and external partners delivering services. You conduct service reviews and track performance against SLA targets.

You provide application support to projects using both agile and waterfall methodologies and help transition project deliveries into operational service. Quality of service is essential in this role along with a strong understanding of application development and an appreciation of infrastructure design. You apply strong problem-solving skills and maintain a pragmatic solutions-focused approach.

Key Competencies

• Customer Focus You gain insight into customer needs identify opportunities that benefit the customer and design solutions that effectively meet those needs.
• Effective Communication You adjust your communication style to suit the audience and message provide timely and relevant information and encourage the open expression of diverse ideas and opinions.
• Action-Oriented You take ownership of challenges act decisively without unnecessary planning and proactively identify new opportunities.
• Interpersonal Savvy You build strong relationships across all levels functions cultures and geographies by engaging in an open friendly and respectful manner.
• Commercial Awareness You stay informed about external market trends and understand how technology can be used as a strategic differentiator.

Qualifications :

In addition to demonstrating the Group Values of being Authentic Bold and Collaborative you are expected to:

• Facilitate open and honest debate to drive continuous improvement
• Demonstrate strong emotional and cultural awareness particularly in postM&A environments and when managing change

Required Experience

Education / Professional Qualifications

• You preferably hold a degree-level education.
• You have experience with ITSM frameworks such as ITIL and/or COBIT.

Background Experience

• You have experience supporting enterprise services to help the business meet agreed deadlines.
• You have a strong appreciation of application design and development including database and infrastructure technologies.
• You demonstrate excellent troubleshooting problem-solving and delivery skills supported by a solid understanding of ITIL support processes.
• You have experience implementing and customising thirdparty systems.
• You are familiar with programming structure concepts and integrated development environments.
• Service delivery and operational support are central to your role alongside your knowledge of application development and understanding of infrastructure design. You take a pragmatic approach and apply strong problemsolving skills.

Technical Skills

• You possess excellent SQL skills for troubleshooting and enhancing internal processes (mandatory).
• You are able to identify potential performance improvements within existing SQL solutions.
• You are proficient in supporting SSRS Power BI and Crystal Reports for operational teams (SSRS mandatory).
• You have experience using source code control tools such as GIT Azure DevOps (ADO) or SVN.
• You have worked with suppliers delivering both onprem and hosted SaaS solutions.
• Experience with system merging and migration is advantageous.
• Experience with Tableau technology is considered a plus.

Management and Leadership

• You are able to present and communicate solutions clearly and concisely to both technical and nontechnical audiences including senior stakeholders project teams and external customers.
• You demonstrate excellent interpersonal skills including facilitation negotiation collaboration and influencing.

Languages

• You are fluent in English.

Additional Information :

OUR COMMITMENT TO YOU AND THE ENVIRONMENT

As a forward-looking business sustainability is integral to our strategy and operations. Our sustainability depends on us building and maintaining meaningful long-term relationships with all our stakeholders including our employees clients and local communities while also reducing our impact on our natural environment.

There is always more we can and should do to improve whether in relation to our people our clients our planet or our governance. Our ongoing success as a business depends on our sustainability and agility in a changing and challenging global landscape. Were committed to fostering an inclusive equitable and diverse culture for our people led by our Diversity Equity and Inclusion steering committee.

Our learning and development programmes and systems enable us to invest in growing our employees careers while our hybrid working approach supports our employees in achieving balance and flexibility while remaining connected to their colleagues. We want to empower our 5800 employees - from 94 nationalities speaking 41 languages across 25 countries - to each achieve their potential. Through IQ-EQ Launchpad we support female managers launching their first fund in an environment where only 15% of all private equity and venture capital firms are gender balanced.

Were committed to growing long-term relationships with our clients and supporting them in achieving their objectives. We understand that our clients sustainability and success leads to our sustainability and success. Were emotionally invested in our clients right from the beginning.

Remote Work :

No

Employment Type :

Full-time