Application Support Analyst

Job Description

EQ is a leading international provider of shareholder, pension, remediation and credit technology. With over 5,000 employees, it supports 37 Million people in 120 countries. EQs purpose is to care for every customer and simplify every transaction, deliveredwith less of an impact on the environment.EQs vision is to be the leading global share registrar, offering complementary services to its client base.Role Summary:This is an excellent opportunity for an experienced applications support analyst with exemplary stakeholder management skills. You will be responsible for the technical support of Equiniti Xanite software applications, liaising with clients to analyse, diagnoseand resolve incidents and queries.The role will be based in our office in Cardiff city center with the occasional site visit to client premises.Business Function:An exciting opportunity to join an expanding and dynamic software delivery team within the Equiniti Xanite IT department, in the Equiniti Xanite business. Equiniti Xanite build, maintain and support mission critical Share Dealing and Wealth Administrationsoftware. The EQX team are based in Cardiff and this is a Cardiff based role however, project work may require occasional visits to other sites in London, Worthing and/or Crawley.Core Duties/Responsibilities:The successful candidate will be responsible for the following:

• Technical support of Equiniti Xanite software applications and solutions
• Liaising with clients to analyse, diagnose and resolve incidents and queries
• Providing detailed information on incidents, to ensure development teams can provide software fixes with the minimum of delay
• Providing feedback on system and process integrity with the potential for improvement
• Proactively monitoring and managing processes to ensure systems are operating correctly
• Maintaining work control systems to ensure all databases are maintained with details of incidents received and solutions provided
• The production of performance data and information to the Application Support Manager
• Providing comprehensive training and material for delivery to client representatives
• Responding to and resolving help desk incidents / service requests within agreed service level agreements
• Participation in the 24/7 application support callout rota.

Skills, Capabilities and Attributes:Essential Skills

• Experience in an applications support environment (both 2nd and 3rd line)
• SQL scripting - this is an important part of the role
• Strong analytical and trouble shooting skills
• Excellent stakeholder management skills at all levels
• Superior communication skills - comfortable, confident and articulate when working with non-IT colleagues
• Adept at working under pressure
• Able to manage own workload and re-prioritise as deadlines change

The following are preferred but not essential:

• Knowledge of the financial services industry
• Java application web servers such as Apache, Tomcat and Websphere
• ITIL

EQ Benefits:Being a permanent member of the team at EQ you will be rewarded by our company benefits, these are just a few of what is on offer:

• 28 days + 8 bank holidays. Option to buy more days through salary sacrifice.
• A cash payment annually towards flexible benefits, e.g. dental insurance, gym membership, the above extra holiday etc.
• 4 x Life Assurance.
• Company sick pay (2 months full pay, 2 months half, following probation).
• Matched pension scheme (e.g. you pay in 6%, EQ pay in 6%), up to 10% each side (20% in total).
• Discounts with major retailers (EQ Wins).
• Maternity or adoption leave of 3 months full pay, with return to work bonus / 2 weeks paid paternity leave.