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Application Support Analyst in Edinburgh at Computershare, Inc

Date Posted: 10/17/2018

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Job Description

Application Support Analyst


Competitive Salary Realistic Progression Opportunities Technical Training & Development Award Winning Employee Share Plan Company Pension Flexible Working Hours 25 Days Holiday Fantastic  Working Culture Cutting Edge Technology Centre of Excellence Offices in Central Edinburgh (Q4 2018)

Job Purpose

As an Application Support Analyst you will be responsible for the support and maintenance of a broad suite of Business, Financial and Operational applications across all of Computershare’s global sites.

Applications supported range from in-house developed systems to third party software created across multiple technology frameworks. The position is required to work closely with the Service Management and Development teams, utilising the core ITIL principles in Change, Release, Incident and Problem management as well as supporting the successful delivery of new services/applications into the production environment. 


Key Accountabilities

Incident & Problem Analysis and Support 

•      Triage and resolve software application issues, including software debugging, analysing performance and data anomalies and coordinating fixes.

•      Work with development and infrastructure teams, as well as external vendors to determine the root cause of issues.

•      Assisting in resolution of product issues through client/customer education.

•      Development of automated processes to replace manual tasks and reduce associated risks.

•      Perform data and system analysis

•      Managing risk within agreed acceptance levels

•      Maintain and update knowledge bases for support group 

Implementation and Deployments 

•      Complete system configuration

•      Support key business events and data migrations

•      Document and implement problem items as part of the Problem Management  process.

•      Work with other technical teams to deliver continued service improvement

Communication & Documentation

•      Collaborate with individuals and teams to promote knowledge sharing

•      Escalate risks and issues to the Team Lead / Management as appropriate

•     Gather and document knowledge gained on known issues into a indexed knowledge base

•     Maintain environment configuration documentation.

Skills & Experience

Essential Experience

  • Experience in a relevant Business or IT related support role
  • Strong analytical, troubleshooting and debugging skills, with the ability to collect and analyse complex material and data, and present it in accessible formats
  • Strong customer facing and communication skills - written and verbal, with a high attention to detail
  • Demonstrated experience liaising with stakeholders to understand problems and working through proposed solutions
  • Strong interpersonal skills with proven ability to build and maintain strong relationships with clients, including international clients
  • Must be equally comfortable working independently and in a team
  • Experience of business analysis, release management and service delivery
  • Ability to work under pressure and meet tight deadlines

Desirable Experience

  • Understanding of ITIL framework, SDLC and DevOps concepts and methodologies
  • ITIL Certification
  • Experience with support / incident management methodologies and associated processes
  • Experience with third party systems covering Finance / HR / CRM functions
  •  Basic understanding of the fundamentals of financial markets
  •  Good working knowledge of SQL Server and T-SQL
  •  Experience with Web technologies or similar (HTML, XML, CSS, Javascript, AJAX, Web Services)

Specific Key Benefits of the Role

Computershare offers all employees 25 days holiday, an excellent pension scheme, shareholder incentive plan (buy one get one free on all shares purchased), subsidised gym membership and a flexible employee benefits scheme (including the option to buy additional annual leave).

A Truly Diverse Place to Work

Computershare celebrates the diversity of our people and we welcome applications from everyone.

At Computershare, we believe that having a culture of inclusion is essential in delivering good results. Attracting, retaining and developing a diverse workforce where employees feel valued, respected and empowered allows people to reach their full potential. As a business this diversity helps us to better reflect and understand our customers’ needs to allow us to drive better outcomes.

As a global organisation, with an increasingly agile workforce, we're happy to consider flexible working arrangements.

All successful candidates will be required to undergo the Computershare Pre-Employment Screening Process before commencing employment. Employment will be subject to satisfactory clearance on background checks including Identification, Passport Validation, Finance, Qualification, Employment / Personal referencing and Criminal Record Basic Disclosure checks.

Computershare Investor Services plc is authorised and regulated by the Financial Services Authority. Computershare Investor Services plc is registered in England and Wales No 3498808 and the registered office address is: The Pavilions, Bridgwater Road, Bristol, BS13 8AE.