Application Associate Analyst - 12 month fixed term contract

The Application Support department is responsible for the provision of accurate, competent, and timely IT support for Business Applications within our Platform environment. The service provided includes the undertaking of Service Requests and the investigation and resolution of Incidents and Problems impacting supported applications within the production environment. Our Application Support Analysts play a pivotal role handling and fulfilling service requests in an organised and professional manner. Through efficient service request management, you'll play an active part in contributing to a positive user experience and helps maintain productivity., Service Request Management (80%)

• Proactively review the Service Request queues in ServiceNow and ensure requested timelines and applicable SLA's are met, escalating to management as required.


• Diligent processing of assigned Service Requests using appropriate tooling and adhering to documented procedures and timelines.


• Undertake quality assurance activities in relation to colleagues Service Request processing.


• Maintain and regularly review Service Request procedures for accuracy and appropriateness.


• Identify opportunities for improvement in Service Request activities and associated procedures.


Project Engagement (10%)

• Attend project meetings as required to review impacts of change activity to departmental Service Request responsibilities - both existing and future proposed.


• Support changes to existing Service Request procedures and document new Service Request activities as part of project handovers.


Incident Investigation Support (10%)

• Providing Incident investigation support to Analysts and Senior Analysts as required.
  
  A basic understanding of Information Technology.


• Experience delivering excellent customer service.


• Excellent eye for detail and ability to work unaided.


• Strong teamwork skills and the ability to effectively communicate with both technical and business users.


• Ability to work at pace, with a structured and organised approach.


• Strong written and verbal communication skills needed; ability to tailor approach based upon audience and message.


• A continuous improvement mindset, identifying efficiencies and improving processes.


Desirable but not essential:

• An IT focused higher education qualification or at least one years' experience in an IT based role.


• A basic understanding of ITIL processes and how they are applied within an IT Service Management department.


• ITIL 4 Foundation Certification.
  
  We're Aegon - a company of ambitious, collaborative, problem-solvers who get things done. We strive to make sure everyone that works for us feel seen, heard, and valued - so we're looking for like-minded people to join us. We have three behaviours that are central to how we operate as a team and a business: we step up, we tune in and we're a force for good.

We help people live their best lives. We help them with the big stuff, for the moments that matter: Pensions, Savings, Investments. At Aegon, we strive in creating a diverse organisation that plays a meaningful role in driving greater equity, inclusion and belonging.
The Job

3.7 out of 5
Edinburgh
£22,800 - £28,500 a year - Full-time,
• A non-contributory pension between 8%-12%


• A discretionary bonus, depending on personal and company performance


• 34 days leave per year (including bank holidays, pro-rated for part-time)


We also offer private medical cover, life assurance, critical illness cover, enhanced parental leave and a variety of lifestyle benefits to help our employees live their best lives, including retail discount vouchers, cycle2work scheme, subsidised restaurant and online GP appointments.
The legal bits
We'll need you to confirm you have the right to work in the UK. If we offer you a job and you accept, there are some checks we need to complete before you can start with us. This will include a credit and criminal record check, as well as providing satisfactory references.
Equal Opportunity Employer:
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their age, disability, race, religion/belief, gender, sexual orientation or gender identity.
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