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