Applications Support Analyst - Banking Systems - Liverpool

Experis - ManpowerGroup; Liverpool; Hybrid; GBP 35,000

Job description

URGENT PERMANENT ROLE TO FILL!!!

Application Support Analyst - Liverpool - Investment, Financial & Banking Systems

£35,000pa + Excellent Benefits - Hybrid Working - Pension, Private Health Care, Holiday & Sick Pay

CompTIA A+; ITIL Foundation; Microsoft Office Specialist, Associate (Office 365), ITSM tool - Service Now experience as well as MS Teams, O365 and IT Support Experience in the Financial Arena. Professional and Eloquent Communication Skills are Pre-requisite.

DBS and Financial Vetting will be required prior to offer of employment being sanctioned!

Key Skills necessary:

Previous experience in an Application Support, Service Desk or IT Support Team in the financial sector and working with Financial Database Software will be highly advantageous!

The Client: Has an extremely proud history and is one of the UK's largest wealth management firms, which has a heritage dating back to 1742 and a listing on the London Stock Exchange.

It's a hybrid role with potentially 3 to 4 Days working in the office and 1 to 2 days working remotely at home.

The client will offer the suitable applicant a Modern Workplace, Career Progression, a Culture of Success and a Stable environment.

In this role, you will offer effective and efficient day-to-day operation of Line of Business Applications within agreed OLAs and SLAs.

Requirements and Responsibilities of the Role:

1. Efficient & effective BAU Operations with Line of Business Applications within agreed OLA's and SLA's.
2. Professional & Eloquent Service Ethic for taking Calls, Tickets & Escalations via email/portal related to Line of Business Applications.
3. Cement relationships with strategic suppliers and key outsource providers & effective management of these relationships.
4. Responsible for supporting the incident management process ensuring, where possible, first-time resolution can be achieved by troubleshooting, diagnosing, and resolving incidents.
5. Prioritising incidents according to their urgency and severity on the business.
6. Dealing with incidents in a professional and courteous manner via any number of points of contact. These may include telephone, email, and MS Teams.
7. Taking ownership of incidents and managing through to resolution from point of contact, proactively keeping the customer informed of progress.
8. Responsible for Problem Management processes to reduce the volume of incidents impacting your colleagues.
9. Work collaboratively within your team and across the wider IT function to ensure IT operates effectively.
10. Responsible for the day-to-day operational activities including taking incident calls from the outsourced service desk, capacity monitoring, info sec.
11. Subject Matter Expert to validate the classification of incidents, adjusting the priority and impact where necessary in consultation with the relevant Service to ensure effective management of incidents & incident management, and provision of service requests.
12. Support the incident management framework for the firm and utilise problem management processes to reduce overall issues within IT.
13. Adjust incident management process as required to ensure its effectiveness.
14. Responsible for the current Business Applications, ensuring they are used in the most appropriate way to support the business, using resources optimally whilst minimising operational interruptions.
15. Provide guidance and oversight on IT initiatives and CSI's and assist in driving a continuous improvement culture within the team and across the wider IT department.
16. Support shift roster to ensure the function is appropriately resourced.

Knowledge, Skills and Experience:

1. CompTIA A+; ITIL Foundation; Microsoft Office Specialist, Associate (Office 365), ITSM tool - Service Now experience as well as MS Teams, O365 and IT Support experience in the Financial Arena.
2. Professional and Eloquent Communication Skills are Pre-requisite. Excellent customer service skills.
3. Analytical thinker with strong troubleshooting and problem-solving skills.
4. Strong foundation skills in relation to operating and maintaining a range of technical systems.
5. Strong written skills required to produce documentation that is concise and accurate, with an ability.
6. Excellent verbal communication skills with the ability to communicate with a varying level of stakeholders both IT and business to develop strong professional relationships.
7. Must be a self-starter, a team player, and be able to multi-task in a fast-paced environment.