At a Glance
- Tasks: Provide advanced technical support for complex issues in the Tercero application.
- Company: Join Nucleus Financial Platforms, where people come first and innovation thrives.
- Benefits: Enjoy a non-contributory pension, bonuses, flexible working, and health initiatives.
- Other info: Be part of a diverse team that values inclusion and celebrates success.
- Why this job: Make a real impact in Wealth Management while growing your technical skills.
- Qualifications: Experience in technical support, especially in Wealth Management and T-SQL.
The predicted salary is between 45000 - 50000 £ per year.
Description
The 3rd Line Support Analyst provides advanced technical assistance and resolution for complex production incidents impacting internal and external stakeholders.
This role focuses on supporting the proprietary 'Tercero' application - built on a C# and T-SQL architecture - alongside integrated third-party software.
Utilising deep domain knowledge in Wealth Management, the analyst ensures operational continuity, drives system optimization, and delivers exceptional client service.
Key Responsibilities
- Technical Resolution: Deliver expert 3rd line technical support for sophisticated production issues within the C# /T-SQL ‘Tercero’ ecosystem.
- Problem Management: Collaborate with the broader support function and the Head of Support to identify, diagnose, and remediate recurring technical anomalies.
- Knowledge Transfer: Formulate and implement targeted training initiatives to address identified knowledge gaps across the team.
- Incident Documentation: Maintain the integrity of the JIRA ticketing platform by ensuring meticulous, real-time logging of diagnostic notes, actions, and progress.
- Queue Management: Monitor and audit the outstanding ticket backlog, systematically closing legacy tickets in alignment with departmental benchmarks.
- Remote Remediation: Execute secure, remote client-side interventions to deploy technical fixes and system adjustments.
- Continuous Improvement: Proactively advance personal and team technical proficiency across all supported application frameworks and emerging technologies.
- Required Skills & Experience
- Domain Expertise: Proven background in Wealth Management, gained through a technical support or operational capacity.
- Database Proficiency: Strong technical command of T-SQL for data analysis and troubleshooting.
- Technical Diagnostics: Demonstrated ability to engineer solutions and resolve complex issues within Microsoft-based infrastructure.
- Stakeholder Management: Excellent verbal and written communication skills, with a track record of interacting effectively with diverse corporate clients and internal teams.
- Operational Excellence: Self-motivated professional capable of exercising independent initiative while collaborating productively within a high-velocity team environment.
Desirable Qualifications
- Development Frameworks: Foundational knowledge or experience with C# programming and experience utilising Bitbucket/Git for version control.
- Development Tools: Familiarity with Microsoft Visual Studio, Microsoft SQL Server Management Studio (SSMS), and Visual Studio Code.
- A little about us
We’re the Nucleus Financial Platforms group and we help make retirement more rewarding.
People come first - whether it’s our colleagues, or the advisers and customers we support, we know that working in partnership and collaboration leads to the best outcomes.
Together, we’ve shaped the platform to how it is today.
We work hard, and we celebrate hard too.
Our ambition is to create a platform with a difference, putting the customer centre stage meant tearing up the rule book and starting from scratch.
We’ve come a long way since then, but our mission remains just as focused.
That’s why our culture, values, and social responsibility are things we keep at the top of our agenda – because we know they matter and have a big impact.
Our culture is one of the many things that sets us apart from the pack.
We want to have an environment where our people feel that they can make a real difference, know they’ll be rewarded for their efforts and more importantly, enjoy themselves at work.
Inclusion and diversity at Nucleus
As with most things in life, who cares, wins. We really care about inclusion.
For us it’s not a tick box exercise; inclusion and diversity are embedded in our culture and everything we do.
It’s a commercial imperative.
It isn’t about being PC.
It’s about being future-relevant and durable.
We owe it to ourselves and the industry to ensure we are playing our part in creating a fair, balanced and transparent financial services sector.
More diversity means broader experience, a wider set of perspectives and a better collective ability to problem-solve.
And it means being more representative of customer groups, which supports areas such as product development.
At Nucleus, we offer a generous blend of benefits for the things that really matter to our people, including a non-contributory pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives and flexible working options.
Support Analyst employer: Nucleus Group
Nucleus Financial Platforms is an exceptional employer, offering a vibrant work culture that prioritises collaboration and employee well-being. With a strong commitment to inclusion and diversity, we provide ample opportunities for professional growth and development, alongside a generous benefits package that includes a non-contributory pension and flexible working options. Located in the heart of Glasgow or Edinburgh, our team enjoys a supportive environment where their contributions are valued and celebrated.
StudySmarter Expert Advice🤫
We think this is how you could land Support Analyst
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Nucleus Group values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Nucleus Group might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Nucleus Group!
✨Direct Apply to Nucleus Group
Let's not forget to apply directly through the Nucleus Group website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Support Analyst
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Nucleus Group.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Nucleus Group. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Nucleus Group
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
