ITSM Application Support Analyst

Key Responsibilities:

– Collaborate across teams to solve business and system issues, design solutions, and enhance customer experiences cost-effectively.

– Provide ongoing support to cross-functional teams, including production and migration tasks.

– Foster relationships with stakeholders to maintain project alignment, especially between Operations and IT teams.

– Contribute to evaluating and enhancing IT Support Processes.

– Conduct daily health checks to proactively address application-related issues.

– Utilize ITIL ITSM framework for incident, problem, and change management.

– Investigate and resolve incidents, coordinating with Infrastructure and Application partners.

– Collaborate to improve system stability with Infrastructure teams.

– Communicate system incidents and resolutions to business teams, ensuring operational stability and data integrity.

– Propose improvements for system stability, availability, performance, and reliability.

– Independently address escalated issues and maintain a support knowledge base.

– Provide out-of-hours support for high-priority incidents and maintenance tasks.

– Monitor web usage and outages using monitoring tools and dashboards.

– Uphold frontend system security in collaboration with the IT team.

– Support the business’s digital principles and respond promptly to ad-hoc requests and client deliverables.

Minimum Qualifications Required:

– Relevant Commerce degree in IT, Finance, Economics, Statistics, Investment Management, or Business Management.

– Excellent verbal and written communication skills.

– Higher grade math (or equivalent) with a B average.

– Multilingualism advantageous.

– Minimum of 5 years’ experience in digital businesses focusing on front-end systems.

ITIL/COBIT qualification.

Experience:

– Minimum 5 years of application support experience in Wealth Management/LISP/Asset Management.

– Demonstrated excellence in customer service and problem-solving.

– Strong collaboration skills across departmental teams.

– Proficiency in fast-paced, proactive environments.

– Experience with third-party administrators and global vendors.

– Hands-on support for front-end applications and client journeys.

– Familiarity with Agile project methodology and JIRA Service Desk processes.

Knowledge Required:

– Profound understanding of investment products and financial regulation.

– In-depth knowledge of trading and payment cycles in Platform businesses.

– Ability to provide solutions that delight financial advisers.

– Clear understanding of advisers’ business operations and the competitive landscape.

– Strong grasp of change management processes.

– Excellent communication skills, both written and verbal.

– Understanding of Application Infrastructure and Integration concepts.

– Exposure to Agile and DevOps practices.

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