Application Support Specialist

This job is with St. James's Place, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

The Application Support Specialist role supports a variety of applications within the St. James's Place Production estate. The role forms part of the SJP Applications Support team that is central to the effective application management, maintaining high availability of production systems supporting many business functions, the partnership and clients. The team is responsible for the resolution of Incidents raised, providing responses within target SLAs.

These applications are heavily data centric with typically web front ends exposing business submission, client information or management information functions and are critical to the operation and submission of new business.

• Answering support calls via our IT Ticketing System (Service Now), investigation of user issues and handling their subsequent resolution.
• Routine maintenance of the application and application hosting environments. (This includes out-of-hours releases)
• Supporting the Problem Management team - providing root cause analysis and service reporting.
• Management & administration of Application Performance Management and Secure File Transfer Protocol (SFTP) systems.
• Liaison with 3rd party Application support providers - overall 3rd Party Service Management responsibility falls under the Service Delivery team (contracts, SLAs).
• Application Capacity Management, performance analysis and optimisation.
• Service and Project collaborating with the Business Systems Operations Manager.
• Recording change requests with the SJP Change Advisory Board.
• Being part of the daily early/late rota to provide constant support for system up-time.
• Take part in the out of hours support rota to be on call to take care of issues out of hours.
• Act as escalation point for the Business Systems team and handle P1/escalated Issues and Incidents.
• Develop understanding of the function capabilities to enable resolution of more complex issues.
• Proactive process improvements generation for new efficiency or service.
• Work closely with other members of technology operations and develop high level understanding of other support areas.

We are looking for a methodical person, who likes to take things from start to finish. You will have a supportive and helpful approach and enjoy finding improvements and implementing changes across a variety of applications.

• Knowledge and experience of web-based applications
• MS SQL Server querying experience
• Working within a technical 2nd or 3rd line support function with high ticket volume
• Familiarity or exposure in Cloud Computing preferably AWS.

• Awareness, exposure or experience using Salesforce
• Experience with in the Financial Services sector