People, Person, Clinic, Doctor, Lab Coat, Scientist

Support Analyst


Support Analyst

Bristol | England | United Kingdom

Division Description

Group Manufacturing Division is a key enabler for the development of the Group Operating Model. Group Manufacturing continues to support the Group's priorities in supporting our customers, strengthening capital, improving funding, rigorous management of our asset base and managing costs, with a particular focus on People, Customer, Finance and Risk priorities. Group Manufacturing comprises a number of key business areas: Group Customer Operations, Group Payments, Group Services, IT@BOI, Core Banking Systems Programme, Group Information Security, Business Controls & Assurance and the Integrated Programme Office. These businesses are supported by HR and Finance partners.

Description of business unit

Retail UK Application Operations, which is part of Technology Services, is responsible for the full end-to-end support of a wide range of systems/applications used by internal and external users.

Purpose of the Role

The IT Support Analyst role involves supporting the various finance systems used by UK Mortgages and will be based in Bristol. This role is primarily for supporting mortgage backend which includes SUMMIT, interfaces, reporting and databases. This role requires close liaison with external suppliers, internal IT teams and Business areas.

Key Accountabilities

  • IT Support Analyst is accountable for working within the ITIL framework to manage incidents, problems and changes.
  • Investigate system issues raised via Service Desk with the aim of resolving the issues promptly. Fixes can either be permanent solutions or temporary workarounds.
  • Address the root causes of incidents to prevent recurrent incidents to minimise business impact. This could be by applying data fixes or other changes to the systems.
  • Develop, test, document and implement changes/fixes to the systems where the Business has requested the change or where incidents/problem resolution requires it.
  • Document incidents, fixes and/or workarounds so that other team members can use the knowledge to respond to similar incidents promptly.
  • Involve in service improvement activities by participating in any local or group wide projects which seek to introduce or improve service. Take the initiative to suggest improvements to the services from an Application Operations perspective.
  • Monitor day-to-day operations to ensure service stability and report to management.

What is the opportunity?

This is an exciting opportunity for someone with technical knowledge to step into a career in IT or for someone with less experience in IT to further their career. You will encounter a different technical challenge everyday which requires analysis and delivery of a solution to the satisfaction of the Business.

Essential Qualifications

  • Maths and English GCSE at grade C or above (or equivalent)

Essential Skills & Experience

  • Analytical Reasoning/Problem Solving.
  • Ability to communicate effectively with people at all levels.
  • Ability to work under pressure and to SLAs.
  • Experience of developing fixes to resolve service issues.
  • Experience of using Oracle/SQL.

Desirable Qualifications, Skills & Experience

  • Experience of IT service management.
  • Understanding of a wide range of IT technologies used to provide service to customers.
  • ITIL Foundation qualification or equivalent.
  • Experience of working with Third Party Vendors/Managed Service Providers.
  • Exposure to UNIX environment / shell scripting.
  • Knowledge of file transfer tools.
  • Knowledge of Microsoft Windows and Office products.

Key Competencies

Competency 1: Delivering Quality - 2. Developed / Advanced

Competency 2: Serving Customers - 2. Developed / Advanced

Competency 3: Influencing - 1. Core / Developed

Competency 4: Communicating - 1. Core / Developed

Competency 5: Solving Problems - 1. Core / Developed

Closing date: Apr 23, 2019
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