Senior Application Support Analyst

The Role:

Senior Application Support Analyst, Banking

London / Hybrid

D365, ITIL, ServiceNow

Senior Application Support Analyst is required by prestigious and buoyant boutique Investment Bank based in the City of London. This role will manage incidents for IT applications and services; they are a Microsoft house and we are looking for experience of M365 and ideally D365 Online.

Key Responsibilities:

Key Responsibilities:

• Support Operations Management: Oversee the day-to-day operations of application requests and issues, including managing the ticketing system, monitoring, and prioritizing incoming requests, and ensuring timely resolution of incidents and service requests. Provide guidance and direction to the team on complex technical issues and escalations.
• Analysis: Analyse the issues as they come through to ensure full understanding of the problem and either ability to resolve directly or provide enough information for the 3rd line team to resolve.
• ITIL and ServiceNow Expertise: Utilize in-depth knowledge of ITIL processes and ServiceNow platform to drive best practices for incident management, problem management, change management, release management, and service request fulfillment. Ensure compliance with ITIL and release management processes, including coordination with development and testing teams to schedule and deploy releases.
• Stakeholder Engagement: Collaborate with various stakeholders including IT application owners, end-users, other IT teams and vendors, to understand and address their IT service needs. Act as a point of contact for 3rd line support and release management related inquiries and escalations.
• IT Service Level Management: Establish and monitor service level agreements (SLAs) to ensure IT applications services are delivered within agreed-upon timeframes, especially for 3rd line support and release management processes. Proactively identify areas of improvement and implement corrective actions to meet or exceed SLA targets. Conduct root cause analysis for major incidents and recurring issues to identify underlying problems and implement permanent resolutions

Key Requirements:

Key Requirements:

• A background in Banking.
• Significant experience in IT application support management in the financial services industry, with expertise in 3rd line support and release management processes.
• Strong knowledge of ITIL framework and ServiceNow platform.
• ITIL certification and ServiceNow certification are desirable but not essential.
• Microsoft Teams & Dynamics 365 experience is an advantage.

For a full consultation on this role please email your CV to Arc IT Recruitment