SYSTEM SUPPORT ANALYST recruitment
The role holder will be proactive in dealing, as required, with other functional areas within this Fund Service business to ensure that Business Support provides a professional and customer-focused support function to internal business users and clients. This is important to ensure that the business is able to maintain and develop its reputation for robust processes and excellent client service. The role holder will have to interact with clients and other external parties.
Core Responsibilities:
- Client/Customer Support:
- Provides day to day support for internal and client users of various bespoke and third party applications. Handles and records queries and problems responding within agreed SLAs, maintaining and closing call records promptly.
- Works with colleagues to ensure effective hand-over of queries and problems where workload or timing dictates a transfer of responsibilities within the team.
- Escalates problems with customer support that cannot be swiftly resolved to line manager to agree treatment.
- Communicates information about system problems or changes to appropriate users in a clear and timely fashion.
- Understands business cycles, processes and peak periods affecting support requirements.
- System Administration:
- Proactively monitors interfaces and process flows to ensure that the systems are operating correctly.
- Trouble-shoots breakdowns by running database queries, etc. to diagnose failures.
- Restarts applications and re-submits files, etc. to resolve problems
- Maintains certain standing data items and system access and security settings as required.
- Problem Management:
- Proactively manages system problems identified through monitoring or from customer calls.
Responds to system alarms and alerts, and takes appropriate corrective action. - Raises and maintains incident tickets and problem records.
- Engages resources from the business, IT or vendors to ensure a swift recovery from problems, the investigation and correction of root causes and any process improvements to improve system or process resilience.
- Represents the business on crisis calls obtaining input from relevant functional managers as required.
- Escalates issues that are having an increasing business impact or where resolution is slow.
Core Skills:
- Strong basic PC skills and computer literate.
- Excellent problem solving skills.
- Well developed communication skills.
- Highly organised.
- Able to work under pressure.
- Graduate or equivalent experience.
Core Requirements:
- General Investment Administration experience desirable.
- Investment Operations (trade processing, corporate actions, cash processing, etc.) experience desirable.
- Systems support experience desirable.
Core-Asset Consulting offer specialist recruitment services to the Investment Banking, Financial Services, Secretarial Support, and Human Resources markets across Scotland.
"People are the core asset of every business"
May 27, 2012
• Tags: Asset Management careers in the UK, System Support Analyst recruitment • Posted in: Financial