Applications Support Analyst - Banking Systems - Liverpool

Experis; Liverpool City Region; Hybrid; GBP 35,000

Job description

URGENT PERMANENT ROLE TO FILL

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

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

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:

• Efficient & effective BAU Operations with Line of Business Applications within agreed OLA's and SLA's.
• Professional & Eloquent Service Ethic for taking Calls, Tickets & Escalations via email/portal related to Line of Business Applications.
• Cement relationships with strategic suppliers and key outsource providers & effective management of these relationships.
• Responsible for supporting the incident management process ensuring, where possible, first-time resolution can be achieved by troubleshooting, diagnosing, and resolving incidents.
• Prioritising incidents according to their urgency and severity on the business.
• Dealing with incidents in a professional and courteous manner via any number of points of contact, including telephone, email, and MS Teams.
• Taking ownership of incidents and managing through to resolution from point of contact, proactively keeping the customer informed of progress.
• Responsible for Problem Management processes to reduce the volume of incidents impacting your colleagues.
• Work collaboratively within your team and across the wider IT function to ensure IT operates effectively.
• Responsible for the day-to-day operational activities including taking incident calls from the outsourced service desk, capacity monitoring, info sec.
• 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.
• Support the incident management framework for the firm and utilise problem management processes to reduce overall issues within IT.
• Adjust incident management process as required to ensure its effectiveness.
• 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.
• 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.
• Support shift roster to ensure the function is appropriately resourced.

Knowledge, Skills and Experience:

• 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. Excellent customer service skills.
• Analytical thinker with strong trouble shooting and problem-solving skills.
• Strong foundation skills in relation to operating and maintaining a range of technical systems.
• Strong written skills required to produce documentation that is concise and accurate.
• Excellent verbal communication skills with the ability to communicate with a varying level of stakeholders both IT and business to develop strong professional relationships.
• Must be a self-starter, a team player, and be able to multi-task in a fast-paced environment.