Job Description

Overview and Duties of Application Support Analyst:

• Manage and prioritise incidents and service requests, supervise the Service Support Team, and provide subject matter expertise for the team and customers to provide technical knowledge to enable resolution of incidents on Group Finance generic/specialist/bespoke applications.
• Monitor, prioritise and manage the queue to ensure service requests and incidents across the Group Finance IT application estate are dealt with in a timely manner and SLA’s are met.
• Cultivate relationships with customers and stakeholders to ensure excellent cross business communications.
• Responsibility to initiate and conduct ongoing system and process improvements including the improvement of process documentation for common tickets and communicating to stakeholders as required.
• As subject matter expert, maintain up-to-date knowledge of Group Finance IT systems and working practices to ensure queries are dealt with appropriately, and that resources for the team are managed, co-ordinated and planned to ensure excellence in service delivery.
• Adhere to controls and information and IT security policy and procedures to ensure compliance with regulatory and internal requirements.
• Ensure that Group Finance IT applications provide our customers with high quality service and a good customer experience

Ideal Experience:

Support required, particularly ETL and SAS solutions, payment solutions, BACS-interfacing software, financial reporting reconciliation, payment and banking GFS applications, Business Intelligence tools
Working experience with SAS tools/solutions in the insurance/finance sector and in relation to IFRS17 accounting compliance will be an advantage, as will technical expertise regarding data models, database design and data mining whilst using SAS.
Experience in database technology, client-server solutions (wintel)
Ability to understand business process and learn and retain (and document) in depth knowledge of complex systems
Experience in SQL and VBA and ability to understand SQL statements
Oracle Financials ERP

Required Knowledge, Skills, and Abilities

IT Service Management experience, with ability to understand complex applications and how components work together, along with excellent trouble shooting and problem solving skills High level of PC awareness, advanced user of MS Office applications (Excel, Access) and O365 tools Good understanding of technical architecture and how this supports applications, SDLC, Agile and waterfall methodologies, IT and project governance Cloud AWS + Azure is desirable, as is exposure to SQL + scripting languages Experience of regulatory accounting compliance – advantage Experience in technical Financial Accounting Application