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.