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About Us
Rothschild & Co is a leading global financial services group with seven generations of family control and a history of over 200 years at the centre of the world's financial markets.
Our expertise, intellectual capital and global network enable us to provide a distinct perspective that makes a meaningful difference to our clients, communities and planet.
We have 4,200 talented specialists on the ground in over 40 countries around the world, enabling us to deliver a unique global perspective across four market-leading business divisions – Global Advisory, Wealth Management, Asset Management and Five Arrows.
As a family-controlled business built on relationships, we place a huge emphasis on our people and finding the right colleagues to take our business forward.
Rothschild & Co is committed to an inclusive and supportive environment where diversity and different perspectives are valued. We are focused on the attraction and recruitment, development and retention and progression of high calibre talent to ensure we and our clients benefit from the value of difference.
Overview of Role
We are seeking an IT Business Application Support Analyst to manage incidents related to IT business applications and services, primarily utilised by our Global Advisory Investment Banking teams. At the core of our Global Advisory operations is a CRM system, supported by several surrounding applications. Consequently, the ideal candidate will need to have a good understanding of CRM systems, and familiarity with a wide range of Microsoft M365 products, third-party vendor solutions, and the ability to quickly adapt to in-house developed systems.
The IT Application Support Analyst provides 1st and 2nd line support, troubleshooting, and issue resolution for business applications to maintain their availability and reliability.
Key responsibilities include managing and resolving incidents, diagnosing and addressing application-related issues, and proactively monitoring application performance to prevent disruptions. The analyst collaborates closely with cross-functional teams to support solutions, test updates, and enhance application stability.
Responsibilities
- Application Support: Provide 1st and 2nd line technical support for IT business applications, ensuring quick issue resolution and minimal disruption. Maintain comprehensive documentation and knowledge bases.
- ITIL & ServiceNow: Apply ITIL best practices for incident, problem, change, and release management. Leverage ServiceNow to streamline workflows, enhance service delivery, and ensure process compliance.
- Monitoring & Alerts: Utilize monitoring tools to track application performance, proactively identify potential issues, and manage alerts to prevent disruptions.
- Application Maintenance: Perform routine application maintenance, including updates, patches, and optimizations to ensure smooth operation and long-term stability.
- User Training & Documentation: Develop and deliver user training materials, ensuring stakeholders are equipped to effectively use applications. Keep documentation updated to support knowledge transfer.
- Stakeholder Collaboration: Serve as the primary contact for application-related queries, providing timely updates on incidents, service requests, and releases.
- Performance Monitoring: Manage SLAs, perform root cause analyses, and implement solutions to improve application performance and service delivery.
- Reporting & Analytics: Generate reports on performance and incident trends, using insights to identify improvement opportunities and enhance processes.
Experience, Skills and Competencies Required
- Minimum 1 year of IT support, 2nd line support, or release management experience.
- Excellent communication and interpersonal skills for engaging stakeholders at all levels.
- ITIL and ServiceNow certifications preferred but not required.
- Proficiency in ServiceNow or similar IT service management platforms.
- Strong analytical and troubleshooting skills for complex technical issues.
- Familiarity with CRM systems, Office 365, and cloud platforms (e.g., Azure, AWS) is a plus.
