Application Support Analyst

Charles Stanley & Co.; London; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen Application Support Analysten, der technische Unterstützung für geschäftskritische Systeme bietet. In dieser hybriden Rolle arbeiten Sie eng mit internen Benutzern und Drittanbietern zusammen, um sicherzustellen, dass die KPIs und SLAs erfüllt werden. Sie werden Teil eines leistungsstarken Teams, das sich auf Problemlösungen, Dokumentation und Systemverbesserungen konzentriert. Wenn Sie eine Leidenschaft für Kundenservice und technische Herausforderungen haben und in einem dynamischen Umfeld arbeiten möchten, dann ist diese Position genau das Richtige für Sie.

Qualifications

• Erfahrung in der Unterstützung geschäftskritischer Anwendungen und webbasierter Kundenanwendungen.
• Starke Kundenorientierung mit exzellenten Fähigkeiten im Beziehungsmanagement.

Responsibilities

• Bereitstellung zeitnaher technischer Unterstützung für interne Geschäftskunden.
• Durchführung von Ursachenanalysen und Erstellung von Aktionsplänen.

Skills

Kundenservice

Datenanalyse

Problemmanagement

ITIL Framework

Multi-Tasking

Analytische Fähigkeiten

Education

GCSE in Mathematik

GCSE in Englisch

ITIL v3 Foundation Certificate

Tools

Microsoft Office

MS Dynamics

SQL

PowerShell

Python

APIs

Job description

Job Purpose: Join Charles Stanley as an Application Support Analyst, providing technical support for our financial and business systems, including trading, suitability, and risk systems. You'll be part of a high-performing team of technical experts, collaborating with internal users and third-party vendors. This hybrid role offers the flexibility of working from home and the office.

Key Responsibilities:

• Deliver timely, customer-focused technical support to internal business customers, ensuring KPI, SLA, and OLA targets are met or exceeded.
• Conduct root cause analysis of application issues and create corrective action plans following the ITIL framework for incident, problem, and change management.
• Draft requirements and documentation for business change processes and third-party development.
• Maintain and manage a knowledge database of issues and their resolutions or workarounds, including authoring technical documentation.
• Collaborate as part of a virtual, distributed team on key projects for system development, enhancement, and implementation.
• Execute and deliver regularly scheduled application tasks and processes promptly.
• Work closely with the ICT Vendor Manager to address supplier adherence to SLAs.
• Partner with Risk and Compliance to ensure application issues are recorded and managed through risk registers (RCSA) and appropriate risk reporting tools (Venture).
• Coordinate with third-party vendors to ensure effective application and system monitoring.
• Build strong working relationships with key business stakeholders and service partners.
• Assist with testing system upgrades, releases, and enhancements for production acceptance.
• Identify opportunities for system improvements and actively contribute to their implementation.

Experience:

• Proven experience supporting business-critical applications and customer-facing web applications.
• Strong client-facing focus with exceptional customer service and relationship management skills.
• Solid understanding of data, information analysis, and reporting, with analytical skills to uncover underlying issues.
• Ability to explain complex issues, solutions, and ideas to those with limited IT and systems knowledge, both written and verbal.
• Ability to multi-task and prioritise effectively, with a proactive approach to anticipating potential issues.
• Attention to detail with a positive, can-do attitude.
• Excellent listening skills, flexibility, patience, and a strong sense of ownership.
• Ability to liaise effectively and credibly with senior business members.
• Ideally, experience with operating systems, Microsoft Office, MS Dynamics, database skills (SQL), scripting languages (PowerShell, Python), application programming interfaces (APIs), and cloud-based applications.
• Familiarity with project management methodologies such as Agile and PRINCE2 is a plus.

Qualifications:

• Minimum GCSE standard (or equivalent) in Mathematics and English Language.
• ITIL v3 (or higher) Foundation Certificate is desirable.