Applications Support Analyst

Job Description


  • 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 front-door in accordance with the firm’s established ITSM framework.
  • Deliver functional enhancements in accordance with established processes for: incident, problem, and change.
  • 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.

Tasks (what does the role do on a day-to-day basis)

  • 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 front-line 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 problem solving 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 taking action 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


Education / professional qualifications

  • Degree level education is preferred.
  • Experience of ITSM frameworks, such as ITIL / COBIT.

Background experience

  • Experience supporting enterprise services to enable the business.
  • 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


  • Experience working with suppliers for on-prem and hosted: SaaS solutions.
  • Experience of traditional waterfall delivery methodologies.
  • Ability to work with a variety of business domains and technology experts to develop and enhance product offerings.
  • Work with all elements of a Technology function to ensure the management of services.
  • Specific experience working in a structured approach for: Incident, Problem, and Change Management.
  • Core technical skills to include SQL

Company, product and market knowledge

  • Experience of wealth 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 non-technical audiences from senior stakeholders to project teams, including external customers.
  • Excellent interpersonal skills including facilitation, negotiation, collaboration and influencing.



Another European language is desirable

Additional information

At IQ-EQ Group we want you to reach your full potential. We offer an inclusive and diverse environment to support your career aspirations. With a strong emphasis on continuous learning and a holistic approach to your professional and personal development. We also offer opportunities across our service lines and our international network of offices.

Company description

IQ-EQ is part of a leading Investor Services group which combines global expertise with an unwavering focus on client service delivery. We support fund managers, global companies, family offices and private clients operating worldwide.

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