Application Support Administrator

Role & responsibilities:

• Undertake user access management tasks across the application portfolio accurately and within agreed SLAs.
• Provide user access reports to the Internal Controls team for access certification, and to the business as part of external and internal audit exercises.
• Undertake other administrative application duties on request from the business or based on internal regular task rotas. Examples include activities such as setup of new customer pension scheme application records and performing of data extracts.
• Create and maintain internal process documentation.
• Issue communication emails to the user community to notify of forthcoming planned downtime.
• Contribute towards monthly Sunday-morning application smoke testing on rota shared across the team.
• Liaise with users to handle queries associated with administrative support tasks.
• Ensure that incoming service desk tickets and requests have been assigned correctly, and that they are re-routed appropriately when not.
• Ensure that any high-impact or priority incident tickets are brought to the attention of the Product Support Manager and senior support analysts.
• Assist in the reporting of incident and request ticket productivity statistics for management consumption.

Experience & Qualifications:

• Graduate / Postgraduate with over 8 years of relevant experience in Application Support Admin role.
• Demonstrable IT/Application/SQL Server Support in a similar 1st / 2nd Line Support role.
• Good level of technical understanding of a range of software/systems including Windows OS & SQL.
• Time management skills, with the ability to prioritize work and competing requests.
• Able to step into an unfamiliar troubleshooting scenario and apply a framework of existing technical knowledge in order to suggest ways forward for investigation and resolution.
• Experience working within an Enterprise level organization.
• Experience of the Pensions Administration Industry will be desirable