System Support Analyst

Job Description

Responsibilities Working as part of a team to provide technical application support and maintenance across the software portfolio estate. Act as the Application Services escalation contact for the Service Hub, who provide the IT front-door in accordance with the firm’s established ITSM framework. Deliver functional and technical enhancements in accordance with established processes for: incidents, requests, and changes. Working closely with the Product Management team to: Ensure supported applications meet operational availability targets. Create and manage product backlogs and establish roadmaps for deliveries. Participate / chair service reviews with key suppliers. Stakeholder management with appropriate level communications for both service issues and feature deliveries. Maximise the use of product capabilities and identify duplicate functional overlap within the service estate. Assist ongoing projects to ensure successful delivery and a smooth transition into the standard BAU support model. Create an effective working relationship with colleagues in the Application Services teams and across the wider IT function. Work with vendors and internal technology teams on product upgrades, issues and feature requests. Work in European shift time to ensure Support services are well addressed within the SLAs. Tasks You will be responsible for resolving technical application issues. Work with the Service Hub to resolve incidents as the third level application support team. Create and maintain Knowledge Based Articles, which provide key information to the front-line Service Hub. Perform ticket and trend analysis and manage application backlog lists across the software estate. Create MI / report packs. Engage with suppliers and external partners delivering services. Conduct service reviews and track SLA targets. Provide application assistance to projects (agile and waterfall methodologies) and transition deliveries into operational service. Quality of service is key in this role as is a knowledge of application development and appreciation of infrastructure design. You will need strong problem-solving skills and have a pragmatic approach. Managing business stakeholders; eliciting and suggesting requirements/improvements. Key competencies for position and level Customer Focus - Gaining insight into customer needs & identifying opportunities that benefit the customer. Designing solutions that meet customer needs Communicates Effectively – Adjusting communication style to fit the audience & message. Providing timely information to help others across the organisation. Encourages the open expression of diverse ideas and opinions Action Orientated – Readily acting on challenges without unnecessary planning and identifies new opportunities, taking ownership of them Interpersonal Savy – Relating comfortably with people across all levels, functions, cultures & geographies. Builds rapport in an open, friendly & accepting way Commercial awareness – Knowledge of what is happening in the external market and how to make Technology a differentiator Key behaviours we expect to see In addition to demonstrating our Group Values (Authentic, Bold, and Collaborative), the role holder will be expected to demonstrate the following: Facilitate open and frank debate to drive forward improvement Emotional and Cultural Awareness especially in post M&A environments and in managing change