About the role
Our technology team sits at the heart of the organisation, ensuring that internal and external users benefit from the most efficient and user-friendly applications and services.
This role will report into the IT Application Support Manager and be focussed on 1st line support of software applications used within Scottish Friendly.
Key responsibilities
* First line assistance in the form of day-to-day acknowledgement and analysis of support requests made to our IT Infrastructure and Development teams.
* Taking appropriate action to resolve support requests.
* Escalating more complex requests to 2nd Line Support and providing appropriate triage information.
* Writing SQL scripts to help basic analysis of problems raised.
* Executing SSIS packages as part of regular support requests.
* Liaise with stakeholders across the business to help with resolution.
* Monitor and resolve failures with automated processes.
* Carry out routine tasks.
* Collaborate with Developers and Specialists within the IT teams.
* Provide regular reporting of BAU requests and resolutions made to the IT teams.
Qualifications and skills
* Previous experience of working in IT Application support or related teams.
* A good understanding of SQL (Oracle/Microsoft).
* Familiar with SQL Server Management Studio, SQL Agent and SSIS error handling.
* Ability to use initiative and problem solve.
* Desire to learn, willingness to take on completely new tasks and work through to resolution.
* Good knowledge of Life/Pensions products desirable.
* Awareness/experience of Sonata Financial Systems software desirable.
* Familiar with Sonata would be preferable but not essential
Scottish Friendly Values
We expect that you are able to demonstrate the Scottish Friendly values in your role:
WE’RE IN THIS TOGETHER
* We collaborate and value each other’s opinion
* We’re a small team with a big impact
* We support each other to thrive and grow
WE CARE ABOUT OUR CUSTOMERS
* Our customers are at the heart of everything we do
* We’re committed to doing the right things for our customers
* We listen to and learn from our customers
WE KEEP MOVING FORWARD
* We always see change as an opportunity
* Our progress is based on careful management of our risks
* ·We have the courage to test new ideas and learn from them