Application Support Analyst

Computershare Investor Services
Bristol (City Centre)
04 Dec 2017
10 Dec 2017
Contract Type
Full Time
Application Support Analyst
Competitive Salary + Future Progression Opportunities + Technical Training & Development + Employee Share Plan + Flexible Working Hours + Onsite Gym, Newsagents & Starbucks

Description of Area of Business
Computershare Communication Services (CCS) provides end to end communication solutions and services to Computershare Group Companies and through direct relationships to external clients.
Externally CCS provides transactional communication solutions including the provision of advice notes, statements, cheque payments, payment advice, and share trade confirmations.
Internally CCS provides a full range of shareholder and employee plan holder communications in support of core Computershare Business Units as well as specialised communications supporting specific business unit requirements.
CCS has the capability to provide all communications in either electronic or physical mailpack form. As well as managing outgoing communications CCS posses the capability to store, archive and retrieve documents and provide accessibility of these documents to consumers, customer service personnel and other trusted intermediaries as permissions allow.
The business has the capability to provide inbound document processing utilising Computershare’s existing inbound scanning, classifying and routing systems to capture information and process it in line with client business rules.
Globally CCS has operations in five countries (Australia, Canada, Germany, UK and USA) across 11 operational locations.
Main Purpose of the Role
The Application Support Analyst provides day to day maintenance/support to our application systems and automated processes to minimize service disruption and facilitate operations.
This is a hands-on IT role. Tasks include system monitoring, the identification and troubleshooting of application issues, issues resolution or escalation.
The Application Support Analyst is responsible for performing root cause analysis, identifying problem trends and finding permanent solutions in conjunction with the System Architect, Product Owner and the Development team.
One important part of the role is the management of the communication and relationships with users and suppliers to ensure they are kept informed on resolution progress and service level agreements are met.
A successful candidate is focused, organised, adaptable and has a willingness to learn. This role gives the candidate a tremendous opportunity to develop new skills and a solid platform to progress his/her careers to a number of different areas including development, business analysis, solution architecture and management. Full training and support will be provided to maximise the learning and development
Person Specification
The ideal candidate has a strong technical background, good problem solving/troubleshooting and customer facing skills. We are looking for a motivated individual that sees this as an opportunity to significantly broaden his/her technical skills, learn about our business, the services we provide and help shape how our applications are created and delivered.
Key Responsibilities
  • Monitor application systems to identify errors or unexpected behaviour. Attempt issues resolution or escalate as appropriate
  • Logging and keeping records of support queries/system failures, provide activity KPI, identify problem trends and contribute in identifying permanent solutions in conjunction with the System Architect, Product Owners and the Development team
  • Respond and investigate support queries and determines appropriate actions to take. Prioritises requests in accordance with agreed criteria
  • Keep support documentation updated and provide users with training and expert advice so customers/employees can try to fix problems themselves
  • Monitor progress of support’s requests and system failure ensuring users and other interested parties are kept informed. Escalate if there is the risk of missing critical delivery times
  • Liaise and interact with other support functions (infrastructure, server and DBA teams, etc) and other software suppliers to overcome known problems and improve synergy
  • Essential Skills, Experience and Competencies
  • A good and round IT technical background
  • A minimum of 2 years’ experience in an IT support role
  • Strong customer service ethos and ability to work well with people as part of a team
  • Strong communications skills, verbal and written
  • A logical mind/logical thinker with good analytical and problem solving skills
  • Good organisation skills and the ability to effectively prioritise task
  • Enthusiasm for continual learning
  • Desirable Skills, Experience and Competencies
  • Some programming experience
  • Understanding of SQL and web technologie
  • Some understanding of Network management

  • Specific Key Benefits of the role
    Computershare offers all employees 25 days holiday, excellent pension scheme, shareholder incentive plan, subsidised gym membership and a flexible employee benefits scheme.

    All successful candidates will be required to undergo the Computershare Pre-Employment Screening Process before commencing employment. Employment will be subject to satisfactory clearance on background checks including Identification, Passport Validation, Finance, Qualification, Employment / Personal referencing and Criminal Record Basic Disclosure checks.
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