Application Support Analyst

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Location:

Newcastle

Employment Type:

Permanent, Full Time

Grade:
Senior Associate

Remote

REQ
003413

For applicants this role can be remote in the UK or hybrid. Please note that eligibility for Non-Police Personnel Vetting (NPPV) Level 2 and Level 3 clearance requires applicants to have been continuously resident in the UK for a minimum of three years.

XPS Group is a prominent and growing UK consultancy and administration firm within the pensions and insurance sectors. As a FTSE 250 company with over 2000 employees, we leverage expertise alongside advanced technology to serve over 1,400 pension schemes and their sponsors. Our goal is to foster a workplace where diverse talents thrive.

This role sits within the Business Service Group (BSG); a centralised technical team who manage and maintain the core software packages used to deliver pension administrations services to the Schemes administered within XPS. Currently, the following line of business applications are supported by this role:

• Alfresco - Electronic Document Management and Workflow
• Altair, Compendia and Pen Scope - Pensions Administration system
• Resource link - Pensioner Payroll
• MyPension - Online member portal

The role will not be limited to supporting the above applications only and you will be given the opportunity to work across a variety of other applications. This will allow you to develop additional skills and enhance your technical knowledge in areas such as online capabilities, artificial intelligence/software robotics, large scale data manipulation and management information reporting.

• To provide a helpful and approachable, second line support service for internal staff experiencing software challenges. This can be in the form of ensuring new work requests are fully recorded and helping with the completion of recurring support tasks.
• The support and production Management Information / Business Intelligence data sets and reports.
• Undertake bulk data loading activity into various systems.
• To support the SharePoint sites used within the BSG team and XPS administration business.
• To protect the data of our customers by understanding and adhering to GDPR requirements at all times.
• To be agile in responding to changing workload volumes, whilst recognising the requirement to communicate appropriately when peaks are identified.
• Be open to suggesting improvements to existing processes to facilitate the Continual Service Improvement of the work undertaken by the role and within the wider team.
• Deliver fantastic interactions on behalf of the team, inside set timescales for each individual who seeks assistance.
• To provide an expert email driven Helpdesk service to our internal and external customers, who may be experiencing challenges accessing online portals provided by XPS.
• To effectively liaise with third party support vendors as part of any support resolution process.
• Embracing and promoting the XPS Values.

• Willingness to learn new applications and grow technical knowledge. To want to invest in self‑development and learning new skills or application of existing skills.
• Experience in manipulating and transforming data.
• Experience using Microsoft Office 365.
• Understanding of data protection and compliance principles, namely GDPR. As well as understanding and appreciating how a regulated framework impacts the processing of data sets.
• Excellent interpersonal skills with the ability to communicate effectively to stakeholders of all seniority levels, from a range of diverse backgrounds and via a range of methods; including telephone, Instant Message and Video Conference.
• Experience of being accountable, with the ability to work independently and where necessary, from home (without a team physically located around you). Proactive, reliable and able to prioritise.
• The ability to assess and document client issues, user experiences and internal processes by applying a logical approach to problem solving.

• Experience of working with pension administration or electronic document management systems.
• Experience in MS SQL…