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Software Support Analyst is sought to join a high-performing core applications team within prestigious City based Investment Bank. This role offers the opportunity to provide 1st and 2nd line support for business-critical applications, including CRM systems and other enterprise tools. You’ll be part of a team responsible for keeping systems running smoothly, implementing changes, troubleshooting issues, and working closely with users and stakeholders across the business.
Key Responsibilities:
- Deliver 1st and 2nd line support for business applications, ensuring timely resolution and minimal business disruption.
- Apply ITIL best practices across incident, problem, change, and release management.
- Use ServiceNow to manage service requests, incidents, and change workflows.
- Monitor application performance proactively to identify and address issues before they impact users.
- Perform regular maintenance, including updates, patches, and performance optimisations.
- Create and maintain user documentation and training materials.
- Collaborate with business stakeholders to communicate updates and understand requirements.
- Analyse trends in incident data to inform continuous service improvement.
Key Requirements:
- At least 1 year of experience in IT support, 2nd line support, or release management.
- Strong communication skills with the ability to engage stakeholders at all levels.
- Familiarity with CRM systems, Microsoft 365, and cloud technologies (Azure or AWS preferred).
- Experience with IT service management tools (ideally ServiceNow).
- ITIL and ServiceNow certifications are desirable but not essential.
- Analytical mindset with excellent troubleshooting skills.
This is a great opportunity to build your career in a collaborative and fast-paced environment, supporting cutting-edge systems in a globally respected business.
Salary to £35K + Bonus & Excellent Benefits
