Application Support Administrator

Nucleus Financial; City of Edinburgh; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in financial services is seeking an Application Support Administrator in Edinburgh. This role involves tracking and managing application issues, collaborating with suppliers, and ensuring high-quality support for users. The ideal candidate will possess strong communication and analytical skills, with a commitment to continuous improvement and excellent customer service.

Benefits

Non-contributory pension

Bonus

Parental leave

Health initiatives

Flexible working

Qualifications

• Strong communication and interpersonal skills.
• Ability to work under pressure and meet deadlines.
• Commitment to continuous improvement.

Responsibilities

• Review and process support issues according to SLA standards.
• Track and report on existing issues.
• Build and maintain relationships with internal users.

Skills

Communication

Organisational skills

Analytical skills

Problem-solving abilities

Team collaboration

Education

Basic IT skills

Knowledge of financial services industry

Experience with IT service management tools

Tools

Jira

ServiceNow

Job description

About the role

The Application Support Administrator is responsible for raising and tracking issues for our core platform applications, working closely with our technology suppliers to deliver positive outcomes for users. The role involves collaborating with platform suppliers to ensure they meet their obligations to the business and customers.

Key skills include excellent communication, strong organisational skills, and the ability to work under pressure and meet deadlines. The role requires prioritising work effectively with suppliers to ensure timely results, working collaboratively with stakeholders across the business and technology teams, and clearly articulating complex ideas to both technical and non-technical audiences.

In this role, you will:

• Review incoming support issues for accuracy, prioritise, and process according to SLA standards.
• Raise and progress issues with technology suppliers.
• Track and report on existing issues.
• Maintain the quality and accuracy of issues.
• Close issues with stakeholder agreement and documentation.
• Document support procedures and knowledge articles.
• Identify risks proactively.
• Build and maintain relationships with internal users, ensuring excellent service.

About you

You are organised, thorough, and always seeking to improve tasks and activities. You enjoy helping others, providing excellent customer service, and analyzing patterns to achieve excellence. You are committed to continuous improvement and learning, thrive in collaborative environments, and are trusted to take responsibility.

Desired skills and knowledge include:

• Basic IT skills, including Windows and MS365.
• Knowledge of the financial services industry.
• Experience with IT service management tools like Jira and ServiceNow.
• Good communication and interpersonal skills.
• Analytical and problem-solving abilities.
• Effective prioritisation and organisational skills.
• Ability to work under pressure.
• A collaborative, helpful attitude, and willingness to go the extra mile.
• A drive to innovate, improve, and learn.

About us

We are Nucleus Financial Platforms, dedicated to making retirement more rewarding. We value our people, fostering a culture of partnership, collaboration, and social responsibility. Our goal is to create a customer-centric platform with a positive, rewarding work environment.

Inclusion and diversity

We are committed to inclusion and diversity, embedding these principles into our culture. We believe a diverse team brings broader perspectives, better problem-solving, and reflects our customer base. We offer benefits like a non-contributory pension, bonus, parental leave, health initiatives, and flexible working.

Interested in learning more? Contact us for further details about the role and our company.