Application Support Analyst

About the role

Our technology team sits at the heart of the organisation, ensuring that internal and external users benefit from the most efficient and user-friendly applications and services.

This role will report into the IT Application Support Manager and be focussed on 1st line support of software applications used within Scottish Friendly.

Key responsibilities

• First line assistance in the form of day-to-day acknowledgement and analysis of support requests made to our IT Infrastructure and Development teams.
• Taking appropriate action to resolve support requests.
• Escalating more complex requests to 2nd Line Support and providing appropriate triage information.
• Writing SQL scripts to help basic analysis of problems raised.
• Executing SSIS packages as part of regular support requests.
• Liaise with stakeholders across the business to help with resolution.
• Monitor and resolve failures with automated processes.
• Carry out routine tasks.
• Collaborate with Developers and Specialists within the IT teams.
• Provide regular reporting of BAU requests and resolutions made to the IT teams.

Qualifications and skills

• Previous experience of working in IT Application support or related teams.
• A good understanding of SQL (Oracle/Microsoft).
• Familiar with SQL Server Management Studio, SQL Agent and SSIS error handling.
• Ability to use initiative and problem solve.
• Desire to learn, willingness to take on completely new tasks and work through to resolution.
• Good knowledge of Life/Pensions products desirable.
• Awareness/experience of Sonata Financial Systems software desirable.
• Familiar with Sonata would be preferable but not essential

Scottish Friendly Values

We expect that you are able to demonstrate the Scottish Friendly values in your role:

WE’RE IN THIS TOGETHER

• We collaborate and value each other’s opinion
• We’re a small team with a big impact
• We support each other to thrive and grow

WE CARE ABOUT OUR CUSTOMERS

• Our customers are at the heart of everything we do
• We’re committed to doing the right things for our customers
• We listen to and learn from our customers

WE KEEP MOVING FORWARD

• We always see change as an opportunity
• Our progress is based on careful management of our risks
• ·We have the courage to test new ideas and learn from them