Application Support Specialist

DEPARTMENT/TEAM: Strategy Implementation & Support
LOCATION: London
SUMMARY

We are currently recruiting for an efficient and motivated Application Support Specialist to join our London Office.

MAIN RESPONSIBILITIES

• Service Desk Management and reporting
• Setting up Service Desk tools to ensure they appropriately meet the organisations support and reporting requirements.
• Design and implement an appropriate triage process to appropriately manage our support calls
• Communicate the application support policies, procedures, and SLA to the relevant parties.
• Monitor and review service levels.
• Ensure calls are dealt with appropriately within agreed SLA’s
• Communicate the application support policies, procedures and SLA to the relevant parties.
• Providing regular updates on support trends and areas for improvement with our application systems. Broken by People / Process / Systems
• Problem Management – support and drive detailed root cause analysis of production issues P1-P4, work with the Tech Team to address remediation
• Incident Management / Change Management /
• Formulate a problem solving and decision-making approach to handle issues for a given issue or project.
• Responsible for Application support element of Run books
• Provide regular verbal and written communications regarding status, risks, issues, makes recommendations for remediation or change
• User Acceptance testing planning / documentation / Testing
• Smoke Testing planning / documentation / Testing on release days
• Disaster Recovery Runbook planning and testing
• Documenting problem resolution and work arounds
• Communication with end users of upgrades and planned outages
• Drives the implementation and adherence to incident, problem, and change management, early detection, automation processes
• Communicate the application support policies, procedures and SLA to the relevant parties.
• Lead and oversee the development level of each team member.
• Work closely with our Operational Risk process team / Software Business Analysts /Application Development teams
• Action top tier escalations for all supported products and services. Provide follow-up as appropriate.
• Collect report and act on Voice of the user feedback acquired from user interactions. Recommend process improvements based on feedback
• Act as Subject-Matter-Expert in agreed upon area within our information systems
• Setting up best practice
• Team leadership of application support team
• Perform analytical testing and investigative work
• Proposing system improvements

KNOWLEDGE, SKILLS AND EXPERIENCE

• Experience in of Commodities Trading or Financial Services Industry
• Degree in Computer Science / Information Systems equivalent
• Excellent troubleshooting and problem solving skills with good attention to detail
• Ability to think logically and be proactive.
• Ability to work as part of a team and on own initiative in a constructive manner
• Strong analytical skills
• Flexible and self-motivated
• Excellent oral and written communication skills.
• Experience producing information systems training documentation
• Confident individual with good presentation skills
• Responsible both the remote and on-site support of our management information systems.
• Ability to analyse processes and procedures, identify and present necessary changes and involve and gain the commitment from all associates and other business units as part of any change process
• Possess exceptional listening, written and oral communication skills to facilitate communication and interaction with all staff levels and customers
• Customer Service experience, complex problem solving experience to be able to assist clients
• Familiarity of the ITIL Production Support Framework
• Supporting inhouse developed and commercial off the shelf application systems computing, support, development, architecture and/or client/server n-tier application experience required

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