Application Support Analyst London (GB)

LGT Wealth Management UK LLP is a UK-based partnership, wholly owned by the private banking group LGT, which is in turn owned by the Princely Family of Liechtenstein. When we set up LGT Wealth Management in 2008, our aim was to offer a fresh approach to wealth management. Alongside the LLP we also have two other entities which focus on US and Jersey based clients. Our head office is based in London however we have a presence in Edinburgh, Jersey, Leeds, Birmingham and Bristol. The plan was simple: put our clients first by providing a transparent service, designed around what is right for each of them. By drawing together in-depth knowledge and experience from across the industry, we provide a flexible, bespoke service adapted to each of our clients’ needs.
Our mission is to create long-term value for all stakeholders. Our culture encourages individuals to generate, develop and implement ideas which will strengthen our business. Belonging, respect, integrity, conviction and entrepreneurship are our core values. As our brand recognition grows, we are fast becoming an employer of choice in our sector. We have over £29 billion in funds under management and circa 700 staff.

Business Unit

The LGT Wealth Management Technology Department is responsible for the delivery and support of technology solutions to support business operations. Working in cooperation with the LGT global IT department located in Liechtenstein, we are involved in a broad range of activities including:

• Supporting a diverse array of client and server software applications
• Development of software, web applications and reports
• Infrastructure management including data centres, networks, storage systems and servers
• Telephone and desk-side end user support, including workstations, laptops, printers, telephones and mobile phones
• Research and development
• Project management and programme delivery

Brief role overview

LGT Wealth Management is strongly focused on delivering great experiences for clients and staff by using technology in creative and engaging ways. With responsibility for improvement and maintenance of the firm’s technology infrastructure, this varied position is an exciting opportunity to participate in transformative new projects and initiatives.

The Application Support Analyst is responsible for IT application support activities including maintenance, administration, second line and third line support. They will work closely with the Service Centre to provide second and third line operational support and to ensure timely and efficient resolution of IT application-related incidents and service requests.

The Application Support Analyst will also support the process of impact assessing and planning IT application changes, and will then implement, test and monitor required changes in line with agreed change plans.

Our core business applications will be the focus of this role: FNZ Figaro, Microsoft Dynamics CRM (as a platform for Wealth Dynamix WDX ONE), Objectif Lune PlanetPress, and INVU Document Management.  The role will be required from time to time to support other applications, including internally developed solutions alongside internally hosted vendor applications such as Atlassian JIRA and PlanetPress.

Key Responsibilities

Support

• Resolve IT application-related incidents, service requests and problems in a timely and efficient manner in line with Business requirements
• Employ appropriate application maintenance, support and incident management processes and procedures to support and maintain IT applications, and to investigate and resolve IT application-related incidents
• As required, provide timely communication to users on the status of their service requests and incidents
• As necessary, liaise with IT suppliers to ensure IT application-related incidents and problems are resolved in a timely and professional manner
• Ensure problem prevention methods are continually applied to improve service levels and reduce costs
• Undertake IT application-related problem diagnosis, implementing problem resolution or prevention measures as appropriate
• Monitor the availability, performance and throughput of supported IT applications
• Prioritise and schedule assigned support activities and tasks
• Maintain IT application support technical documentation
• Participate in disaster recovery activities as required
• Provide ad-hoc training to end-users on supported applications

Change

• Contribute to technical aspects of key change documentation such as business requirements, change impact assessments, change implementation plans, change tickets, and change implementation plans
• Ensure capacity, availability, security and service support requirements are considered in all IT application changes
• Implement, test and monitor required IT application changes, including software releases, in line with change implementation plans

General

• Understand and comply with the IT organisation requirements, processes, procedures and policies
• Share knowledge and expertise with others, coaching and supporting team members as required
• Providing support coverage for colleagues in other teams during periods of absence or leave
• Perform other duties as assigned by your line manager
• The nature of the role may require working outside of normal business hours including weekends, evenings and public holidays

Technical Requirements:

• Experience supporting any of the following applications in a similar role:
  • FNZ Figaro (essential)
  • Microsoft Dynamics CRM (preferred)
  • Wealth Dynamix WDX ONE (preferred)
  • SQL Server Management Studio (preferred)
  • Objectif Lune PlanetPress (preferred)
  • INVU Document Management (preferred)
  • JIRA Administration (desirable)
  • WhereScape/Data Warehouse (desirable)
• Experience applying software release management techniques.
• Experience completing application testing.
• Demonstrable experience in a similar role in the financial services sector.
• ITIL v3 Foundation or demonstrable experience working in an ITIL aligned environment.
• Experience with an IT Service Management tool such as Service Now, JIRA or IVANTI would be highly beneficial.
• Skilled in IT problem diagnosis and resolution.

Other skills, competencies and attributes:

• Strong communication and interpersonal skills, with an ability to communicate effectively and professionally.
• Ability to produce clear written material and communicate technical information in a clear and understandable manner to non-technical stakeholders.
• Customer focused and goal orientated with keen attention to detail.
• Strong planning and organisation skills.
• Strong sense of ownership and ability to follow tasks through to completion.
• Ability to effectively engage with third party suppliers, with experience of allocating work to suppliers and working with suppliers to resolve issues.
• Willingness to learn new technologies and maintain industry knowledge.
• Ability to understand and determine when issues should be escalated to a higher level.
• Open to new ideas and change initiatives, with an ability to modify the current approach in the face of new demands.