[PROCESO CERRADO] Global Business Analist Sustitucion – Deoleo

Join our team as a Front Office Technology Support Analyst, where you will provide comprehensive tech assistance with a stronger emphasis on the Front Office, while also bridging any gaps and supporting various BO departments and infrastructure. This role involves aiding users and managing computers at the Barclays Madrid Office, delivering client-facing customer service for technical infrastructure tasks, including first- and second-line desktop support.

Please note that this role requires full-time on-site presence, five days per week.

To excel in this role, you should have:

1. Proven experience in managing incidents within SLAs and delivering comprehensive technical support.
2. Hands-on expertise in setting up and troubleshooting computers and peripherals.
3. Ability to participate in projects and support various office infrastructure tasks (Infra, Power Down, Network patching, Moves, etc.).
4. A strong understanding of policy compliance, with the ability to maintain effective stakeholder relationships and perform well under pressure.
5. Excellent communication skills and the flexibility to adapt in fast-paced, dynamic environments.
6. Fluency in both Spanish and English.

Some other highly valued skills may include:

1. ITIL certification.
2. Experience collaborating with global teams, particularly in areas such as project deployment, service monitoring, or cross-regional support.

You may be assessed on the key critical skills relevant for success in the role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.

The successful candidate will be based in Madrid.

Purpose of the role:

To effectively monitor and maintain the bank’s critical technology infrastructure and resolve more complex technical issues, whilst minimising disruption to operations.

Accountabilities:

1. Provision of technical support for the service management function to resolve more complex issues for a specific client or group of clients.
2. Develop the support model and service offering to improve the service to customers and stakeholders.
3. Execution of preventative maintenance tasks on hardware and software and utilisation of monitoring tools / metrics to identify, prevent and address potential issues and ensure optimal performance.
4. Maintenance of a knowledge base containing detailed documentation of resolved cases for future reference, self-service opportunities and knowledge sharing.
5. Analysis of system logs, error messages and user reports to identify the root causes of hardware, software and network issues, and providing a resolution to these issues by fixing or replacing faulty hardware components, reinstalling software, or applying configuration changes.
6. Automation, monitoring enhancements, capacity management, resiliency, business continuity management, front office specific support and stakeholder management.
7. Identification and remediation or raising, through appropriate process, of potential service impacting risks and issues.
8. Proactively assess support activities implementing automations where appropriate to maintain stability and drive efficiency.
9. Actively tune monitoring tools, thresholds, and alerting to ensure issues are known when they occur.
10. Perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
11. In-depth technical knowledge and experience in their assigned area of expertise.
12. Thorough understanding of the underlying principles and concepts within the area of expertise.
13. Develop technical expertise in work area, acting as an advisor where appropriate.
14. Have an impact on the work of related teams within the area.

Partner with other functions and business areas:

1. Take responsibility for end results of a team’s operational processing and activities.
2. Escalate breaches of policies / procedure appropriately.
3. Take responsibility for embedding new policies / procedures adopted due to risk mitigation.
4. Advise and influence decision making within own area of expertise.
5. Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to.
6. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
7. Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
8. Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
9. Make evaluative judgements based on the analysis of factual information, paying attention to detail.
10. Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
11. Guide and persuade team members and communicate complex / sensitive information.
12. Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.