IT Application Support Analyst

Overall Summary

Reporting to the IT Production Support Manager, this role will work directly with Private Client Fund Managers, Investment Support team, Risk & Performance team, Operations, Finance, compliance and other business users to understand and resolve production issues and defects related to both internal and third‑party systems. The team supports, manages and owns the configuration of the Iress/XPLAN applications. Working directly with third‑party vendors and the business users on support tickets and issues and following up for a timely resolution. Working directly with the IT development team on issues reported on internally developed applications.

Responsibilities

• Triage, investigate and resolve technical issues related to in‑house and third‑party applications, system integration, data feeds and data flows.
• Provide support to users, monitor system performance, and ensure the smooth operation of applications within the organisation.
• Actively use monitoring tools to identify potential issues and, along with alerting tools, proactively take corrective actions.
• Manage system configurations within the applications, including scaling, resource allocations and deployment settings.
• Assist with the implementation of new features, updates and patches to cloud and on‑premises applications, ensuring smooth transition and minimal disruption.
• Proactive and timely liaison with third‑party supplier support teams.

Regulatory Responsibilities / Compliance / T&C

• Demonstrate understanding of the regulatory framework relevant to the role, practising effective risk management and considering outcomes for clients.
• Understand, follow and demonstrate compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business.
• Follow principles and rules of the Financial Conduct Authority (FCA) and internal requirements set out in the Compliance Manual, local and Group Compliance and Risk policies.

Preferred Qualifications

• Thoughtful data flow analysis and problem solving skills, identifying root causes of issues.
• Proactive, accountable, adaptable to change.
• Growth mindset, especially in relation to learning new skills and technologies.
• Excellent problem‑solving skills and ability to work with data analysis tools such as Excel or SQL.
• High attention to detail, high level of accuracy with self‑validation.
• Excellent time‑management skills, able to meet agreed deadlines.
• Ability to work in a dynamic, collaborative environment as both team player and managing a personal work portfolio of incidents and problems.
• Excellent verbal and written communication skills.

Optional / Nice to Have

• At least 5 years’ experience working within a Windows/SQL Server based environment, with proficient OS & SQL skills, including the ability to understand & write basic SQL queries.
• XPLAN or MS Dynamics administration/configuration skills or similar previous experience of developing and troubleshooting configuration workflows (tasks/threads/templates/wizards).
• Experience working within a cloud‑based environment with multiple service vendors/providers.
• Direct experience supporting and troubleshooting APIs and other integrations involved in a complex architecture, as well as escalating within vendor organisations to ensure successful resolutions.
• Background in Financial Services with at least 5 years live support experience.
• ITIL certification along with a high degree of competency working with incident, problem and change processes.
• Demonstrable experience in technologies: Windows Server, Power Platform, SQL Server, Oracle, Azure, Microsoft Dynamics, Snowflake, APIs, Power BI, Excel, VBA.

Seniority level: Mid‑Senior level

Employment type: Full‑time

Job function: Information Technology