Application Support Analyst

The Application Support Analyst is positioned in the UK Chief Operating Officer (COO) Department and has a hierarchical and reporting line to the Head of IT, UK Branch. The Head of IT, UK Branch has a reporting line to the Head of Global Governance & Organisation (GG&O) for Platforms and Technology related activities, and a reporting line into the UK COO for Chief Information Officer (CIO) related activities.

The UK COO Office provides technical and business support functions to the business lines and functions present in the UK, with the goal of enabling the smooth and efficient running of the organisation.

The Department is accountable for IT services (Platforms and Technology and Information Security) in collaboration with the central Innovation and Technology (I&T) departments (incl. IT Personal and Business Banking and Functions (PBBF) and IT Wealth Management and corporate banking (WMCB)). The department is responsible for Procurement services, buildings and facilities management, and business continuity planning and co-ordination.

The Application Support Analyst supports IT services delivered to users within the organisation, enabling the required operational processes needed for the business to meet its goals.

You are responsible for understanding the business, their application and provide where required, application support. You are responsible for analysis, planning, configuration, trouble-shooting, installation and deployment, testing, maintenance, documentation, support of users systems and software for the UK Branch. You should have proven experience of a customer facing environment and an understanding of the service/customer relationship. Experience in receiving problem calls and taking considered actions to get them resolved within the appropriate Service Level Agreement time.

You will have project experience in all phases from requirements, design, risk management, testing, migration, cut-over, go live and support.

You will identify areas of potential improvements by implementing suitable changes which best aligns with business requirements, budget, are cost-effective.

You will have an in-depth understanding of the applications that the business deems critical and/or required to fulfil their operations. You will have a technical background and skillset required to support solutions.

You have end-to-end responsibility, working with cross-functional teams, for developing, managing, and maintaining functionalities – in line with head office, which are prioritised by the UK business strategy.

The Application Support Analyst has the following responsibilities:

• Knowledge and support of the key applications and processes across the UK business lines
• Skilled in gathering and acquiring knowledge to understand business requirements and determine and implement a suitable solution
• Knowledge in IT risk assessment
• Business analysis, test specification, continuous delivery, security/risk, compliance and project delivery
• Support the UK IT capability to meet and adapt to business requirements
• Coordinate local IT change initiatives and head office IT change initiatives with a UK impact
• Provides support and advice for end user platforms, desktop platforms, systems relating to internet access and security.
• Analyses and resolves problems when they arise providing details of the resolution in Service Now
• Investigates and develops methods for performance optimisation and the prevention of recurring problems.
• Proactively looks for way to automate and improve services and implement solutions.
• Escalates problems to NL IT / third-party support when necessary – acting as a point of contact.
• Tests and implements upgrades to software/hardware and applications following standard procedures
• Develops automated housekeeping and alerting tasks to reduce the need for manual intervention.
• Maintains system/application procedures and process documentation.
• Ensures all system and application changes are approved via the appropriate Change Control methods.
• Ensure trading systems are compliant and regulations are adhered to
• Undertake selection and implementation of cloud-based solutions in accordance with regulatory and bank requirements
• Provides Remote Support

ABN AMRO is an enterprising bank with a primary focus on Northwest Europe. We serve clients in the retail, private banking and corporate banking sectors. We are also present internationally in a number of specialist activities, such as Corporate and Commercial Banking, Asset Based Finance and Clearing.

At ABN AMRO we have a clear purpose: Banking for better, for generations to come. The shift towards sustainability is one of the most important challenges of our time. Supporting our clients at times that matter has always been our role and our responsibility. Together, we aim high and work towards lasting relationships that are relevant and responsible, both now and in the future. We want to be the bank that leads the way.

Our strategy goes far beyond financial value: we want to accelerate the transition to sustainability. We do this by supporting and advising our clients in order to facilitate their sustainability shift. Our commitment to clients, employees, investors and society calls for clear direction, focus and dedication.

We concentrate on our three strategic pillars:

• Support our clients’ transition to sustainability
• Reinvent the customer experience
• Build a future-proof bank

Our strategy requires a culture of working together and permanent learning. It’s only with this mindset that we unleash the best in ourselves to deliver a high standard of performance. ABN AMRO’s culture is the catalyst for the evolution in which we find ourselves: our people are imaginative, trust each other and do just that little bit extra to help clients.

ABN AMRO UK is part of the Corporate Banking business line and operates the following businesses in the UK:

• Corporate and Institutional Banking which includes Corporate Banking, Clearing, Global Markets - Sales & Trading and Financial Institutions
• Commercial Banking which includes Asset Based Finance and International Desk, which provides transactional banking services

Our business lines are supported by a number of functions such as Risk, Compliance, Legal, IT, Finance (Including Tax), Business Management and Human Resources. We currently employ approx. 380 people in the UK.

• Proven experience of working in Financial Services;
• Professional Qualifications and/or experience
  • Degree in Computer Science
  • Tactical coding skillset e.g.: Visual Basics (VBA), SQL
  • Agile/Waterfall methodologies
• Business Applications implementation and support knowledge;
• Change management – adhering to correct procedures to ensure that any changes are carried out successfully;
• An ability to remain composed when working in difficult situations, and to be proactive in leading toward resolutions;
• Flexible attitude to working hours, including overnight on-call, when required;
• You move easily in a complex stakeholder field, you switch smoothly with the 2nd and 3rd line;
• You are a connector and are constantly looking for collaboration, also outside your department;
• You are analytically strong, additionally you are capable of translating this to concrete actions;
• You are a critical thinker that has courage and knows how to deliver a positive contribution in a discussion;
• You easily identify risks, mitigation and close issues.

Joining ABN AMRO means working on meaningful projects. Projects that have an impact on our clients. Working with a wide range of people with different backgrounds, opinions and ideas. In the UK, in the Netherlands or elsewhere in our international network. We offer an environment where you will be challenged on a daily basis - professionally as well as on a personal level - so that you can grow to become the professional you want to be.

Are you interested? Please apply via the button below.

For more information please contact Niki Champion, Senior Resourcing Partner, UKrecruitment@uk.abnamro.com, +44 203 192 9342.

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