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Digital Support Analyst

Please Note: The application deadline for this job has now passed.

Role Responsibility

Digital Support Analyst


This is a fantastic opportunity to join our rapidly expanding Product and Innovation Department and the newly forming Service Team as we roll out the Global Servicing Platform across our client base.  Our teams and clients are based across the globe and there are opportunities to be involved with our stakeholders and shape the future of the global service.



Event Monitoring:

• Review and act upon events automatically generated by the event management system.


Incident Management:

• Take ownership of incidents that are assigned to the Support Team



• Diagnose and assign accordingly incidents that have been assigned to the Support Team which require assistance from another business unit.



• Ensure Incidents are accepted, updated and resolved in accordance with the associated SLA.



• Escalate incidents where appropriate and liaise with Senior Support Analysts to ensure prompt resolution



• Log and track incidents which are assigned to a third party. Ensuring communications flows are kept open to allow prompt diagnosis and resolution.



Problem Management:

• Take ownership of problems that are assigned to the Support Team



• Ensure Problems are kept active and updated and resolved in line with the Problem management process



Change Management:

• Raising and implementing Service Now Change Requests to support software changes to any of the supported environments (level 0 through to Level 4 and production)


Smoke Tests:

• Execute a selected set of validation scripts with critical functionality to verify an application is ready for testing or production usage following software changes.

Health Checks and Monitoring:


• Verify and continually monitor the production environment to ensure it is available for use by the business and customers following maintenance outages

Other Responsibilities:


Skills and Experience


  • Understanding of Waterfall and Agile deliveries



  • Confident in chairing meetings


  • Excellent communication skills both oral and written



•Advance skills in MS Office Suite


•Financial services


•Good negotiation skills


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