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Application Support Analyst - £35k - £55k - Asset Manager - London

eFinancial Careers
Job LocationLondon
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Job descriptionThe objectives of the role are as below:

  • Provide technical and application support to the business, incorporating both in-house and 3rd party applications.
  • Promotion and expansion of the use of applications within the business ensuring users employ the systems correctly and effectively.
Key tasksEnsure the effective day-to-day operation of, and adherence to, the incident management process, including roles and responsibilities and service level agreements:
  • Assessing business requirements and prioritising issues based on urgency and impact.
  • Communication of key issues to stakeholders and the senior analysts or Business Application Support Manager.
  • Interact directly with end users and 3rd parties, providing the required support.
  • Ensure that issues raised by users are logged and resolved in a timely manner.
  • Logging support tickets and issues using service desk software, ensuring key attributes are recorded.
  • Perform application troubleshooting, capture evidence required for resolution or escalation.
  • Liaising with end users regarding the status of logged calls at all stages of the incident lifecycle, from initial call through to documenting call resolution and end user acceptance
  • Building and maintaining relationships with internal and external stakeholders.
  • Escalate priority cases as per the incident escalation process.
  • Train users to reduce user tickets and raise self-service.
Work closely with our Product Owners, Business Analysts and Business Process Owners to ensure systems are transitioned, managed and supported effectively and with minimal impact to the wider business:
  • Assist with the service take on of new internally developed and 3rd party applications, including making sure all service take on documentation is complete, and supportability requirements such as monitoring are clearly defined.
  • Raise patterns of issues to L3 to request strategic resolution of problems.
Job description
  • Work with L3 to identify processes and small changes that can be handed over to the Application Support team, ensuring appropriate procedures and documentation are in place.
  • Helping to deliver new business requirements and upgrades to existing applications, assisting with testing and delivery of new software including training and supporting users through this process and ensuring change management procedures are adhered to.
Other responsibilities:
  • Ensure Application Support processes and procedures are created, reviewed, maintained and adhered to.
  • Assist with Business Continuity Procedures and annual testing.
  • Provide out of hours support and system testing when required.
Skills and experience
  • Knowledge and exposure to the Investment Management industry advantageous.
  • Previous experience of face-to-face user support is preferred.
  • Understanding of fully managed systems and working with third party support models.
  • Demonstrable interest in technology and emerging trends.
  • Basic read and write SQL queries (MSSQL/Oracle), desirableNoSQL (MongoDB) queries.

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