Application Support Analyst

We’re a leading Investor Services group offering end-to-end services in administration, accounting, reporting, regulatory and compliance needs of the investment sector worldwide.  We employ a global workforce of 5,800+ people across 25 jurisdictions and have assets under administration (AUA) exceeding US$750 billion. We work with 13 of the world’s top-15 private equity firms. 

Our services are underpinned by a Group-wide commitment to ESG and best-in-class technology including a global data platform and innovative proprietary tools supported by in-house experts.                                                                                           

Above all, what makes us different is our people. Operating as trusted partners to our clients, we deliver intelligent solutions through a combination of technical expertise and strong relationships based on deep client understanding. 

What you will do :

• Provide third-level technical application support and maintenance across the software portfolio, resolving complex incidents and requests whilst maintaining established SLAs and operational availability targets
• Collaborate with Product Management to manage product backlogs, establish delivery roadmaps, conduct service reviews with key suppliers, and maximise application capabilities across the service estate
• Create and maintain comprehensive Knowledge Base articles, perform ticket and trend analysis, and generate management information reports to support the Service Hub and drive continuous improvement
• Engage with vendors and internal technology teams to manage product upgrades, feature requests, and service issues, whilst acting as the escalation contact for Application Services within the firm's ITSM framework
• Support project delivery across agile and waterfall methodologies, ensuring successful implementation and seamless transition into standard BAU support, whilst managing stakeholder communications and expectations throughout the delivery lifecycle

Education / professional qualifications

• You hold degree level education (preferred).
• You have experience of ITSM frameworks, such as ITIL / COBIT.

Background experience

• You possess excellent SQL and PL/SQL skills for troubleshooting and enhancing internal processes (Mandatory)
• You are proficient in supporting SSRS reporting for the Operations team (Mandatory)
• You demonstrate proven experience with ITSM frameworks such as ITIL or COBIT, coupled with strong problem-solving and pragmatic approach to service delivery
• You have demonstrated experience supporting enterprise applications and services within the Financial Services sector, with knowledge of wealth management, CRM, GRC, or Finance systems
• You possess excellent communication and interpersonal skills with the ability to present solutions clearly to both technical and non-technical stakeholders, including senior management and external customers

OUR COMMITMENT TO YOU AND THE ENVIRONMENT

Sustainability is integral to our strategy and operations. Our sustainability depends on us building and maintaining long-term relationships with all our stakeholders – including our employees, clients, and local communities – while also reducing our impact on our natural environment.  

There is always more we can, and should do, to improve – whether in relation to our people, our clients, our planet, or our governance. Our ongoing success as a business depends on our sustainability and agility in a changing and challenging global landscape. We’re committed to fostering an inclusive, equitable and diverse culture for our people, led by our Diversity, Equity, and Inclusion steering committee. 

Our learning and development programmes and systems (including PowerU and MyCampus) enable us to invest in growing our employees’ careers, while our hybrid working approach supports our employees in achieving balance and flexibility while remaining connected to their colleagues. We want to empower our 5,800+ employees - from 94 nationalities, across 25 countries - to each achieve their potential.  Through IQ-EQ Launchpad we support women managers launching their first fund, in an environment where only 15% of all private equity and venture capital firms are gender balanced.  

We’re committed to growing relationships with our clients and supporting them in achieving their objectives. We understand that our clients’ sustainability and success leads to our sustainability and success. We’re emotionally invested in our clients right from the beginning.