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We are looking for an ICT Application Support Analyst to join our team in London.

Job Purpose:

This is a technical role providing support to internal users of Charles Stanley’s financial and business systems: trading, suitability and risk systems. You will be working in a high-performing team of technical experts, collaborating with internal users and third-party vendors.

Key Areas of Responsibility:

• To deliver timely, customer-focused technical support to internal business customers ensuring KPI, SLA and OLA targets are met/exceeded
• Root cause analysis of application issues and creation of corrective action plans following the industry-standard ITIL framework: incident, problem and change management
• Drafting requirements and documentation for business change processes and third-party development
• Maintain and manage a knowledge database of issues and their resolution or workarounds, including authoring of technical documentation
• Working as part of a virtual, distributed team on key projects for development, enhancement and implementation of systems
• Execution and timely delivery of regularly scheduled application tasks and processes
• Work closely with the ICT Vendor Manager on issues, such as supplier adherence to SLA’s
• Work closely with Risk and Compliance to ensure application issues are recorded and managed through risk registers (RCSA) and the appropriate risk reporting tools (Venture)
• Work with third party vendors to ensure the effectiveness of application and system monitoring
• Build strong and close working relationships with key business stakeholders and service partners
• Assist with the testing of system upgrades, releases and enhancements for production acceptance
• Identify opportunities for systems’ improvement and actively contribute to their implementation

Qualifications & Experience:

• GCSE (or equivalent) including Maths and English Language.
• ITIL v3 (or higher) Foundation Certificate, preferred.
• Experience of supporting business critical applications and customer facing web applications.
• Ideally, experience working with operating systems: Microsoft Office, MS Dynamics, databases skills (SQL), scripting languages (Powershell, Python), application programming interfaces (APIs), and cloud-based applications.

Knowledge & Skills:

• Strong client facing focus.
• A solid understanding of data, information analysis and reporting and the analytical skills to uncover the underlying cause of 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 accordingly, keen to anticipate potential issues.
• Attention to detail with a proactive, can-do attitude.
• Listening ability, flexibility, and patience, with a strong sense of ownership.
• Ability to liaise effectively and credibly with senior stakeholders.
• Ideally, familiarity with project management methodologies such as Agile, PRINCE2