Application Support Analyst

Full Time City and County of the City of London IT Job Pro UK

APPLICATION SUPPORT ANALYST – based in City of London (Hybrid Working)

Paying up to £60,000 plus fantastic benefits including 2 different pension schemes, Private Medical Insurance, 4 x Salary Life Assurance, Income Protection, 25 days annual leave (rising to 28 days), Season Ticket Loan and Bonus

OVERVIEW:

A leading Investment Manager is looking to hire an Application Support Analyst as the company continues to grow and invest in their technology team.

As an Application Support Analyst you will be the first point of communication for Clients, Customers and Colleagues who may be encountering Application related issues, providing support in a manner that ensures that the credibility of IT is both maintained and enhanced.

RESPONSIBILITIES:

* Provide 1st and 2nd line technical support of all Application related issues.

* Ensure that the IT application architecture remains consistently available to all users (including colleagues, clients, business partners and suppliers) through:

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Management and delivery of scheduled daily, weekly, monthly and quarter end application tasks

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Identification, management and resolution of incidents

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Identification, management and root cause elimination of problems

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Identification, management and implementation of application or process improvements

* Effectively manage and prioritise requests or incidents via helpdesk, mailbox, phone calls and walk-ups.

* Support start of day processes.

* Support and monitoring of the Dealing system – end to end from Platform through to Custodian.

* Understand the business strategy and contribute to the overall goals of the business through software support and development

* Ensure that all practices and principles adopted have the best interests and needs of colleagues, customers and suppliers at their core.

* Maintain a technical advantage through continual training and personal development.

* Shifts rota, working 7.5 hours covering support from 6am to 6pm (6am – 7am will be checks at home and any on-call is paid extra)

* Saturday work on a rota basis (on call from home)

Incident Management

* Ensure the efficient and effective execution of the Incident Management Process there by reducing the impact of issues to Clients, Customers and Colleagues.

Problem Management

* Ensure the efficient and effective execution of the Problem Management process to identify and eliminate root causes thereby reducing the number of recurrent incidents caused by known problems.

Service enhancement or change request

* Ensure the efficient and effective execution of the Service Request process to manage the identification, approval and implementation of peer, customer and supplier improvements via change requests.

Scheduled daily, weekly, monthly and quarter end application tasks

* Ensure the successful timely completion and communication of all agreed daily, weekly, monthly and quarter end application tasks.

Continual Improvement

* Ensure adherence to Service Level Agreements as applied to key processes.

* Continually measure and report the performance of the Application Support function against Service Level Agreements.

* Continually review the Application Support function to identify design improvements to processes, services, performance metrics and infrastructure in order to increase efficiency, effectiveness, effectiveness and customer satisfaction.

* Adopt, where possible, industry best practise principles and procedures (e.g. ITIL) to continually improve maturity of the Application Support function.

* Design and collect the appropriate Management Information to demonstrate continual improvement.

Training

* Help in distributing knowledge amongst colleagues in the Support and Development team.

* Provide appropriate user training for new functionality created by the development team.

SKILLS & KNOWLEDGE:

* Proven track record of delivering to commitments

* Good (intermediate level) working knowledge of the Microsoft Excel, XML messaging and Windows Server / Desktop troubleshooting

* Proven knowledge and experience using Microsoft SQL Server and Transact-SQL (T-SQL)

* Good knowledge of industry recognised IT and Support practices and methodologies including ITIL

* A basic understanding of investment markets is an advantage

If you’re an experienced Application Support Analyst with the required skills and experience then please apply now

To apply for this job please visit itjobpro.co.uk.