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We now have a new opportunity for an Application Support Analyst to join the London Application Support Team. Reporting into the Application Support Manager, the role will be responsible for providing high quality support of AJ Bell’s trading platform, helping to develop, refine and maintain processes and improvements and providing excellent customer service to the business and our clients.
Where appropriate, the role will also be responsible for providing support on incidents that are escalated by the Application Support Manager.
What does the job involve?
- Management of application support tickets and keeping the queues as low as possible.
- Provide solutions to operational processes by establishing outstanding issues and inefficiencies.
- Ensure that documented departmental procedures are kept up to date.
- Monitoring of production environment (Windows, Linux and IBM System I).
- Log and manage issues with 3rd parties, ensuring service levels and user updates are maintained.
- Root cause analysis – identifying underlying root causes for recurring issues.
- Supporting project work as agreed with the Application Support Manager.
- Varied involvement in projects and initiatives relating to the trading platform. Both as an SME and occasionally as a team member to help deliver work packages.
- Where required, involvement in releases to help support and implement more complex releases with important functionality, such as core software upgrades.
- Assist in developing the team into a mature application support function.
- Co-ordination with users regarding owned change.
- Providing cover for other team members as required.
- Ensure that all duties are carried out with the aim of protecting customers and improving customer experience.
- Supporting and enabling the business to achieve its regulatory requirements, including consumer duty.
- Highlighting potential risks and reporting them to the relevant person.
- Completing annual objectives and displaying behaviours that align with AJ Bell’s core values.
About you
- Excellent personal management and organisation skills.
- Excellent communication skills, both verbal and written.
- An analytical mind-set and technical ability.
- Ambitious and driven to exceed expectations.
- Ability to communicate at all levels, building positive relationships with colleagues and clients and maintaining excellent customer service skills.
- Credible and professional.
- Able to challenge appropriately and present solutions.
- A high attention to detail.
- Self-starting and able to work on own initiative
- Good knowledge of a database language, DB2 SQL, MySQL, MongoDb etc.
- Excellent knowledge of at least one of the following, IBMi (iSeries) system administration, Windows or Linux environments.
- Excellent knowledge of the Financial Services industry.
- Experience working within a Change and Release framework
- Experience of scripting languages i.e. CL, bash, powershell etc.
- Experience of contributing to small projects or service improvement initiatives.
- Good knowledge of the ITIL framework, working towards a qualification.
About us
AJ Bell is one of the fastest-growing investment platform businesses in the UK offering an award-winning range of solutions that caters for everyone, from professional financial advisers to DIY investors with little to no experience. We have over 644,000 customers using our award-winning platform propositions to manage assets totalling more than £103.3 billion. Our customers trust us with their investments, and by continuously striving to make investing easier, we aim to help even more people take control of their financial futures.
Having listed on the Main Market of the London Stock Exchange in December 2018, AJ Bell is now a FTSE 250 company.
Headquartered in Manchester with offices in central London and Bristol, we now have over 1,500 employees and have been named one of the UK's 'Best 100 Companies to Work For’ for six consecutive years and in 2024 named a Great Place to Work®.
At AJ Bell you can expect a friendly working environment with a strong sense of teamwork, we have a great sense of pride in what we do, and this is reflected in our guiding principles.
Our perks and benefits
- Competitive starting salary
- Starting holiday entitlement of 25 days, increasing up to 31 days with length of service and a holiday buy and sell scheme
- A choice of pension schemes with matched contributions up to 6%
- Discretionary bonus scheme
- Annual free share awards scheme
- Buy As You Earn (BAYE) Scheme
- Health Cash Plan – provided by SimplyHealth
- Private healthcare scheme and dental plan
- Free gym membership
- Employee Assistance Programme
- Bike loan scheme
- Sick pay+ pledge
- Enhanced maternity, paternity, and shared parental leave
- Loans for travel season tickets
- Death in service scheme
- Paid time off for volunteer work
- Charitable giving opportunities through salary sacrifice
- Calendar of social events, including monthly payday drinks, annual Christmas party, summer party and much more
- Ongoing technical training
- Professional qualification support
- Talent development programmes
- Peer recognition scheme, with rewards including restaurant and shopping vouchers or time off
- Monthly leadership breakfasts and lunches
Hybrid working
At AJ Bell, our people are the heart of our culture. We believe in building strong connections by working together. That's why we offer a hybrid working model, where you’ll spend a minimum of 50% of your working time per month in the office. For new team members, an initial period will be full-time in the office to help you immerse yourself in our business and build valuable relationships with your colleagues.
AJ Bell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and all employees are empowered to bring their whole self to work.
