CRIMS Technical Support Analyst - Edinburgh

At Aberdeen, our ambition is to be the UK’s leading Wealth & Investments group. Strengthening talent and culture is one of our strategic priorities. We strive to make Aberdeen a great place to work so that we can attract and retain the industry’s best talent. Our people put our stakeholders at the heart of everything they do by helping us to make a positive difference to the lives of our clients, customers, colleagues, shareholders, and society. We are focused on growing our direct and advised wealth platforms and repositioning our specialist asset management business to meet client demand. We are committed to providing excellent client service, supported by leading technology and talent.

Aberdeen comprises three businesses, interactive investor (ii), Investments, and Adviser, each of which focuses on meeting and adapting to our clients’ evolving needs:

• Interactive investor, the UK’s second largest direct-to-consumer investment platform, enables individuals in the UK to plan, save, and invest in the way that works for them.
• Our Adviser business provides financial planning solutions and technology for UK financial advisers, enabling them to create value for their customers.
• Our Investments business is a specialist asset manager that focuses on areas where we have both strength and scale to capitalise on the key themes shaping the market, through either public markets or alternative asset classes.

About the Department

In Investments Technology, our Asset Management application teams support the products and processes employed by our Asset Management business. The group comprises a number of teams who are responsible for developing, maintaining and supporting the critical suite of applications and technologies.

About the Role

We are seeking a CRIMS Technical Support Analyst to join our Asset Management Technology team. This is a Level 2 technical support role focused on the Order Management System (OMS), connected applications and external venues. The team supports OMS operations across global regions (APAC, EMEA, AMRS). You’ll work at the intersection of technology, investment products and business operations supporting the delivery and performance of investment solutions.

Key Responsibilities

• Provide Level 2 Technical support for front-office investment platforms, ensuring timely resolution of incidents and service requests.
• Deliver real-time support for the investment management system (Charles River IMS / CRIMS) and related OMS components.
• Monitor system health and performance, proactively identify issues, and implement fixes to maintain platform stability.
• Perform alert handling, log analysis, and performance tuning of the platform.
• Troubleshoot OMS connectivity issues using FIX protocol and network diagnostic tools.
• Collaborate within the Asset Management Development teams to enhance platform features or resolve technical issues.
• Work with end users to identify workflow improvements and maximize system value.
• Act as an escalation point for Level 1 support, resolving complex technical issues and liaising with vendors for defect fixes.
• Apply ITIL principles for incident, problem, and change management to ensure operational excellence.
• Design and document processes and procedures for BAU investment activities and support.
• Participate in platform upgrade projects, patch deployments, and integration testing.
• Ensure adherence to regulatory standards through system controls and audit-ready documentation.

About the Candidate

The ideal candidate will possess the following:

• Technical Support experience on Charles River or equivalent OMS/IMS platform.
• Strong customer focus and ability to recommend practical, timely solutions.
• Analytical skills and SQL/Excel proficiency.
• Ability to utilize SQL and scripting (PowerShell) for data analysis and automation of support tasks.
• Experience with FIX protocol, OMS connectivity, and desk-based dealing applications in an enterprise environment.
• Understanding of investment products (funds, ETFs, equities, fixed income, OTC).
• Experience with Windows Server environments and network troubleshooting (Telnet).
• Excellent communication for liaising with stakeholders and internal teams.
• Familiarity with support ticketing systems such as ServiceNow, JIRA, or equivalent.
• Ability to work under pressure, prioritize tasks, and meet deadlines.
• Team-oriented approach with a focus on knowledge sharing and best practices.

Desirable Skills

• Understanding of Enterprise Scheduling Systems.
• ITIL v4 Foundation or ITIL Service Operations.
• Powershell scripting or equivalent scripting language.

We are proud to be a Disability Confident Committed employer. If you have a disability and would like to apply to one of our UK roles under the Disability Confident Scheme, please notify us by completing the relevant section in our candidate questionnaire. One of our team will reach out to support you through your application process.

Our benefits include 40 days’ annual leave, a 16% employer pension contribution, a discretionary performance-based bonus (where applicable), private healthcare and a range of flexible benefits – including gym discounts, season ticket loans and access to an employee discount portal.

At Aberdeen we’ve adopted a ‘blended working’ approach. This approach combines the benefits of face-to-face collaboration, coaching and connecting in our offices with the flexibility of working from home. It enables colleagues to find a balance that works for their roles, their teams, our clients and our business.

An inclusive culture, where diverse perspectives drive our actions, is at the core of who we are and what we do. If you need assistance with your application, or a reasonable adjustment to your interview arrangements, please let us know and we’ll be happy to help.

We’re committed to providing an inclusive workplace where all forms of difference are valued and which is free from any form of unfair or unlawful treatment.