Software Support Analyst – Financial Services

The Role:

Software Support Analyst is sought to join a high-performing core applications team within prestigious City based Investment Bank. This role offers the opportunity to provide 1st and 2nd line support for business-critical applications, including CRM systems and other enterprise tools. You’ll be part of a team responsible for keeping systems running smoothly, implementing changes, troubleshooting issues, and working closely with users and stakeholders across the business.

Key Responsibilities:

• Deliver 1st and 2nd line support for business applications, ensuring timely resolution and minimal business disruption.
• Apply ITIL best practices across incident, problem, change, and release management.
• Use ServiceNow to manage service requests, incidents, and change workflows.
• Monitor application performance proactively to identify and address issues before they impact users.
• Perform regular maintenance, including updates, patches, and performance optimisations.
• Create and maintain user documentation and training materials.
• Collaborate with business stakeholders to communicate updates and understand requirements.
• Analyse trends in incident data to inform continuous service improvement.

Key Requirements:

• At least 1 year of experience in IT support, 2nd line support, or release management.
• Strong communication skills with the ability to engage stakeholders at all levels.
• Familiarity with CRM systems, Microsoft 365, and cloud technologies (Azure or AWS preferred).
• Experience with IT service management tools (ideally ServiceNow).
• ITIL and ServiceNow certifications are desirable but not essential.
• Analytical mindset with excellent troubleshooting skills.

This is a great opportunity to build your career in a collaborative and fast-paced environment, supporting cutting-edge systems in a globally respected business.