The post holder will be responsible for the support and routine maintenance of application systems within the agreed Service Levels or levels greed with business stakeholders. They will also be responsible for any ad hoc reporting, corrective maintenance, general housekeeping tasks and assistance in testing or expertise as may be required for the delivery of solutions to the business.

In addition to these functions employees are required to carry out such other duties as may reasonably be required.

PRIMARY RESPONSIBILITIES

Support, Maintenance and Documentation

• General support of the application systems as defined within Service Level Agreements including resolving incidents and service requests received via the Service Desk.
• Define structural changes to application systems where the authority to make the changes lies within the Technology Department rather than the Business Units
• Ad-hoc reporting across all systems as requested via the Service Desk
• Undertaking ad-hoc data corrections as requested by the Business Units via the Service Desk
• Data administration and general application housekeeping
• Testing of application systems under the direction of a Project Manager or QA representative including suitable creation and progression of test cases.
• Analysis of incidents reported via the Service Desk and the creation of Solution Documents describing how to resolve the problem for future reference
• Deliver the application systems to the required Service Level Agreement
• Complete Technical documentation as required

Technical Analysis and Authority

• Recommends technology solutions that satisfy sponsor/stakeholder needs by continually exploring and assessing options for improving the delivery, maintainability, useability, supportability and general usage of systems.
• Prepares detailed technical specifications in accordance with all Project Office objectives for PLC and documentation.
• Provides expertise on known systems to Change Advisory boards, development teams, project managers and other Technology teams as required.

Planning & Support

• Provides estimates on activities/tasks required to perform complex requirements, improving accuracy over time.
• Is required to sit on relevant project boards to facilitate knowledge transfer and provide a conduit to the production acceptance process for the delivery of projects.

Relationships & Communication

• Effectively communicates and builds rapport with team members, stakeholders and interface groups using a variety of techniques and collaboration from initiation to close.
• Participates in and occasionally facilitates small group meetings for requirements gathering, problem solving and task implementation.
• Uses different tactics for resolving conflicts/issues prior to escalation.

Development

• Continually enhances skills and builds knowledge in all aspects of the organization, the business and information systems.

Core technical skills

• Working knowledge of Microsoft Office including Word, Outlook and Excel.
• Experience of Oracle SQL or MS SQL
• Knowledge of Oracle and /or MS SqlServer
• Good working knowledge of MS Windows environments.
• ITIL understanding

Other preferable technical skills

• Understanding of Crystal Reports
• Working knowledge of Lotus Notes
• Working knowledge of Time and Billing applications
• Working knowledge of Document Management applications (IBM Content Manager)
• Working knowledge of Client Accounting systems
• Knowledge of IIS, Websphere, Oracle forms

Qualifications and experience

• Degree level (preferably in IT or business) or 2 years experience in desktop support /application support within a financial services environment
• Oracle or SQL Server qualifications would be helpful but not essential.
• ITIL Foundation certification would be helpful but not essential.

Personal Skills

• Able to work as part of a team and independently
• Good communication skills.
• Strong problem solving skills
• Strong analytical skills
• High levels of initiative
• Trustworthy.
• Reliable.
• Good telephone manner.
• Cope under pressure, with ability to prioritise and manage workload.
• Flexible and willing to work overtime when required.
• Organised.
• Able to follow instructions.
• Willing to learn new skills.