System Support Analyst

Job Description

Responsibilities

• 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 and technical enhancements in accordance with established processes for: incidents, requests, and changes.
• 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.
• Work in European shift time to ensure Support services are well addressed within the SLAs.

Tasks 

• 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 acting 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