Application Support Analyst

Job title: Application Support Analyst

Location: London, Cannon Street

Job type: Permanent

Who we are

Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation.

Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues.

Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers.

What we're building  

We now need a Application Support Analyst to support the transformation and the future growth of the business within the IT and Business Change function, so it can simplify our IT architecture by removing our legacy systems and investing in modernised, lower-cost technology systems, and deliver a digital platform that provides a single view of our customers.

Job summary

Provide bespoke IT application support and analytical services for a set of web-based software applications.  The primary focus will be on data integrity and ensuring the systems operate as expected.

What you'll do

• Log and analyse incoming application support tickets from business users.  This will involve investigating cases within our bespoke developed web applications, tracing user journeys by analysing input and output data, and attempt to reproduce issues in test systems. 
• Once root cause analysis is complete, define and execute corrections to data using SQL amendments to rectify issues.
• Work alongside business project teams to define and set up data scripts to support product changes, by modifying and adding data to core data tables in the systems.
• Support business user and regression testing of new products and data, by setting up data scripts, producing outputs for business users to test.
• Create and maintain reports and SQL queries to assist business users.
• Create documentation, flow charts and process notes on systems functionality and processes
• Liaise with external developers and internal project teams on issues that require escalation to development change.
• Assist the business change teams with significant project work, including functional testing of new features, and supporting/monitoring the release of changes to the systems.

Who you are

• Problem solving – excellent analytical ability to understand issues, determine the underlying root cause, and define a solution with an appropriate level of consideration around risks.
• Analysis of web-based applications – experienced in handling the analysis and support for web applications.
• Databases & SQL – skilled with defining INSERT, UPDATE and DELETE queries that can resolve issues within a database, retaining the integrity of relational data.
• Reporting & SQL – adept at building database queries and reports based on relational databases, including usage of various join operations.
• Excel, and Windows software – good knowledge of desktop software and the usage of Outlook, Excel, Word.
• Jira/Confluence/Sharepoint – experienced in using change management/support ticketing systems to control and manage changes.
• Testing/QA experience – experienced in testing web applications, managing and classifying issues and identifying related problems.
• Internal customer service skills – must have a friendly, practical and approachable mindset to assist internal business users to understand problems and communicate on an ongoing basis.
• Logical and organized - confident or capable of understanding and working with a complex system.
• Language and documentation skills – capable of producing well-written, clear and concise documentation.
• Logic and diagrams – capable of using tools such as Visio to produce clear flow charts/swim lane process diagrams.
• Programming experience – not essential, but will help the candidate (languages other than SQL).

Qualifications

• Degree in IT or computing-related subject.

What you'll like about working here

As a Canada Life UK colleague, you'll receive a competitive salary and comprehensive reward package including income protection, private medical insurance and life assurance, along with a generous pension and bonus scheme. You'll also receive the support you need with your personal and professional development.

Our focus is to have an engaged, committed and motivated work force, operating in a high performing and collaborative culture. We want to create an organisation that offers opportunities for all our people to develop their skills and talent, and build rewarding careers with us.

Diversity and inclusion

Canada Life is committed to a diverse and inclusive workplace. Our role as an employer of choice is to provide the right environment for talented people to do their best work, by respecting, understanding and valuing individual differences.