Technical Application Support Analyst

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Providing technical support for the IBM OpenPages application. The team member will be expected to contribute to the team objective of ensuring that a high level of support is provided to end users of the Open Pages application and that high level of customer satisfaction is achieved. This role requires close collaboration with internal and external stakeholders

Responsibilities

• Provide 1st line IT support services to the business users
• Troubleshoot and resolve technical issues with the OpenPages application engaging vendor where appropriate
• User administration
• Perform system administration and configuration changes
• Maintain training materials and conduct user training
• Participate in and support Project related activities including testing
• Log requests/incidents raised by users and track to closure
• Identify and document repeatable steps to follow to address support calls
• Design, develop processes to enhance support/maintenance procedures including use of automation
• Liaise with 3rd Party SaaS provider to manage application issues
• Input in regular Service reviews with the vendor (IBM) and product reviews with user forums

Knowledge, Experience and Skills

• A degree in Computer Science or equivalent
• Experience in IT system administration and/or support, especially for an enterprise-level product
• Excellent written, verbal & analytical skills
• Experience with workflow design and configuration
• Experience with engaging 3rd party Vendors
• Experience with recommending and implementing and technical support tools and processes
• Experience with data analysis, problem solving, workflows, creating/interpreting business requirements

Desirable skills

• Experience working with users located across a geographically diverse landscape
• Experience with OpenPages or an equivalent GRC system
• Experience with design and deployment of IBM Openpages in a large -scale organisation
• Knowledge in report writing and/or reporting framework modelling with leading BI tools (i.e.: Cognos Report Studio)
• Experience integration with 3rd party applications

What kind of person do we want?

• Good team player, who is passionate about providing unparalleled levels of service to the end users
• Able to work and learn quickly in a fast-paced and dynamic environment
• Care about doing a good job and exceeding expectations with the quality of work you do
• Flexible and adaptable when dealing with change and continuously improving of own development

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.