Application Support Analyst

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Job Summary:

We are seeking a highly skilled and motivated Technical Application Support Analyst to join our team within our production system support function which manages our customer facing website, corporate websites, CRM system and portfolio management systems.

We are currently completing our transition to a new cloud native and event driven architecture, utilising future proofing capabilities including microservices and APIs, providing an amazing opportunity for you to employ and optimise your skills in a recognised market leader in financial services.

The successful candidate will be responsible for providing technical support and troubleshooting for our financial applications, ensuring smooth and efficient operations.

What You’ll Do:

• Provide daily support of production applications, resolving issues promptly and efficiently.
• Continuously monitor application performance and system health, implementing improvements where necessary.
• Manage major incidents, ensuring timely resolution and minimal impact on business operations with SLA.
• Diagnose and resolve technical issues related to application performance, connectivity, and functionality.
• Maintain detailed documentation of support activities, including incident reports, troubleshooting steps, and user guides.
• Identify and record underlying problems from recurring incidents and major incidents.
• Managing customers expectation by providing updates for resolution of problems or delivery of requirements
• Assist end-users with technical application queries and provide training as needed.
• Work closely with engineering, Product Managers, IT infrastructure, and other stakeholders to improve continuous integrations, support and communication.
• Ensure all support activities comply with industry regulations and company policies

Who You Are:

Bachelor’s degree in Computer Science, Information Technology, or a related field.

• Minimum of 3 years of experience in application support
• Technical Skills:
  • Knowledge in Microsoft Azure, AWS, Microsoft Dynamics, PostMan, API’s, Cloud services, Confluence.
  • Strong knowledge of SQL , T-SQL and Microsoft SQL Server
  • Experience with PowerShell, Python for scripting and automation
  • Familiarity with HTML and XML for web-based applications and data exchange
  • ITIL & ITSM framework experience
  • Thorough understanding of Product & Software lifecycle
  • Experience using a service ticket applications e.g JIRA, ServiceNow, FreshDesk

• Strong analytical and problem-solving skills with the ability to troubleshoot and fix complex technical issues. A passion for customer experience and a commitment to exceeding expectations.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users. Create technical know-how documentation for the team.
• Ability to work effectively in a team environment and collaborate with cross-functional teams. Enjoy working in a friendly, collaborative, fast-paced team and are comfortable talking to people at all levels of business and technology.
• Appreciation of how functional fit and technical stability of applications underpin business efficiency.
• Are  a champion of operational risk reduction in a technology environment.
• High level of accuracy and attention to detail to solve support queries.
• Have a customer focused support mindset and commitment to exceeding expectations.
• Good understanding of how applications are promoted from development into production using SDLC and key risk points impacting an application support operation.

What we offer

💰 A competitive salary, bonus, pension and share incentive plan
✈️ Untracked holiday
🏡 Hybrid working – most of our people spend 50% of their time in the office
⚓ Anchor (our wellness hub) which includes Headspace, one to one coaching through Wellness Cloud, Digital GP, employee assistance program & more
👪 Up to 6 months paid parental leave regardless of gender
❤️ Life insurance, critical illness cover and income protection
🏥 Private medical insurance for you and your family
🚗 Electric vehicle leasing
🌍 The option to work overseas up to a month per year

Our Values 
At our core, we believe that how a company behaves is just as important as what it does. That’s why we chose to become an accredited B Corp (the equivalent of a Fairtrade coffee stamp but for companies) and to change our Articles of Association so that the interests all our stakeholders – employees, customers, communities, environment and shareholders – are considered in every decision we make.   

We are committed to building a workplace where diversity is valued, and inclusion is a priority. By providing equal opportunities for growth and development, we embrace and celebrate all races, genders, religions, sexual orientations, ages, disabilities, and socio-economic backgrounds. We believe teams achieve their best when every member feels safe, respected and empowered to be their authentic selves.

We're proud to be disability confident and are committed to supporting candidates with a disability, including neurodiversity and mental health conditions, throughout the recruitment process. Applicants are welcome to opt-in to the disability confident scheme as part of our application process. If you require any adjustments to the interview process, we’ll be happy to accommodate where possible.