Application Support Specialist
Glasgow, Scotland
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. The Application Support Specialist will be responsible for providing comprehensive support for our core Policy Admin Systems, particularly the Sonata application, and other critical applications. This role focuses on maintaining and improving live service provision, resolving incidents, and performing routine support tasks. The role sits within the newly created Application Support Team who are responsible for driving and improving live service provision to the wider business. In cases of significant service-impacting incidents, third-line support will involve working in conjunction with the functional delivery teams. The support team is dedicated to continuously enhancing its expertise and skills. By actively pursuing improvement initiatives, the team aims to optimise service delivery and maintain high standards of performance. Role responsibilities Live Service Support: Manage and resolve incidents to ensure minimal disruption to business operations. Monitor system performance and address any issues promptly. Oversee intra-day and overnight batch processes, ensuring smooth operations. Schedule and run ad-hoc and scheduled jobs, such as generating statements. Perform regular recurring and repeatable tasks to maintain system stability. Proactive Support: Conduct incident trend analysis to identify and remediate underlying problems. Manage routine support requests, including BACs calendar updates, bonus rate updates, tax year-end updates, RTI rate updates, and ROI sort code updates. Participate in small-scale change enhancements through the business prioritisation. Develop team knowledge and capabilities to improve service delivery over time. Create and maintain a team-level roadmap for continuous improvement. Act as a recipient for project delivery acceptance and handover, ensuring smooth transitions to production. Represent the support team in Change Advisory Board meetings. Respond to customer service requests and provide timely resolutions. Key skills Strong knowledge of the Sonata application, as it is the key system we support. Experience with incident management, system performance monitoring, and batch processing. Excellent problem-solving skills and the ability to work under pressure. Strong communication skills and the ability to collaborate with various stakeholders. Knowledge of financial services, particularly in life, wealth, and pensions. Knowledge of SQL beneficial but not essential Ability to analyse trends to identify underlying problems Scottish Friendly Values We would like you 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 ABOUTOUR 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 MOVINGFORWARD 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