Application Support Specialist

JR United Kingdom; Glasgow; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player seeks an Application Support Specialist to enhance service delivery and support critical applications. In this role, you will manage incidents, monitor system performance, and ensure the stability of live services. Your proactive approach will involve trend analysis and collaboration with stakeholders to drive continuous improvement. Join a dedicated team focused on providing exceptional support and optimizing operational excellence in the financial services sector. If you thrive in a dynamic environment and are passionate about problem-solving, this opportunity is perfect for you.

Qualifications

• Strong knowledge of Sonata application and incident management.
• Ability to analyze trends and identify underlying issues.

Responsibilities

• Manage and resolve incidents to minimize disruption to operations.
• Conduct incident trend analysis and manage routine support requests.

Skills

Incident Management

System Performance Monitoring

Problem-Solving Skills

Collaboration

Financial Services Knowledge

SQL Knowledge

Job description

The Application Support Specialist will be responsible for providing comprehensive support for our core Policy Admin Systems, particularly the Sonata application, and other critical applications. This role focuses on maintaining and improving live service provision, resolving incidents, and performing routine support tasks.

The role sits within the newly created Application Support Team, responsible for driving and improving live service provision to the wider business. In cases of significant service-impacting incidents, third-line support involves working with functional delivery teams. The support team is dedicated to continuously enhancing its expertise and skills, aiming to optimize service delivery and maintain high standards of performance.

Role responsibilities

1. Live Service Support:
2. Manage and resolve incidents to ensure minimal disruption to business operations.
3. Monitor system performance and address issues promptly.
4. Oversee intra-day and overnight batch processes.
5. Schedule and run ad-hoc and scheduled jobs, such as generating statements.
6. Perform routine tasks to maintain system stability.

1. Proactive Support:
2. Conduct incident trend analysis to identify and remediate underlying problems.
3. Manage routine support requests like BACs calendar updates, bonus rate updates, tax year-end updates, RTI rate updates, and ROI sort code updates.
4. Participate in small-scale change enhancements.
5. Develop team knowledge and capabilities.
6. Create and maintain a team-level roadmap for continuous improvement.
7. Ensure smooth project delivery handovers.
8. Represent the support team in Change Advisory Board meetings.
9. Respond to customer service requests with timely resolutions.
10. Maintain strong knowledge of the Sonata application and experience with incident management, system performance monitoring, and batch processing.
11. Apply excellent problem-solving skills and work under pressure.
12. Collaborate effectively with stakeholders.
13. Knowledge of financial services, especially in life, wealth, and pensions; SQL knowledge is beneficial but not essential.
14. Analyze trends to identify underlying issues.

Scottish Friendly Values

We would like you to demonstrate the Scottish Friendly values in your role:

• WE’RE IN THIS TOGETHER: Collaborate, value opinions, support each other to thrive and grow.
• WE CARE ABOUT OUR CUSTOMERS: Put customers at the heart of everything, do the right thing, listen, and learn from them.
• WE KEEP MOVING FORWARD: Embrace change, manage risks carefully, test new ideas, and learn from them.