Application Support Administrator
Company
Location
Edinburgh, Scotland, United Kingdom
Posted At
6/11/2025
Advertise with us by contacting: [email protected]
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Description
About The Role
The Application Support Administrator is responsible for raising and tracking issues for our core platform applications, which includes working closely with our technology suppliers on delivering positive outcomes for our users. You will also be responsible for collaborating with our platform suppliers, ensuring that through appropriate oversight they continue to meet their obligations to the business and our customers.
Excellent communication and interpersonal skills, strong organisational skills, and the ability to work under pressure and meet tight deadlines are also essential for success in this role. You will prioritise work with our supplier effectively to ensure timely results for our customers. You’ll work collaboratively with stakeholders across the whole business and with the wider technology team to achieve effective results.
You will be an excellent communicator, able to understand and articulate complex ideas in a clear and concise manner to both technical and non-technical stakeholders.
In This Role You’ll Spend Your Time
Your friends would describe you as organised and thorough. You’re always finding ways to improve task or activities assigned to you, recommending best practices that are practical and effective.
You’ll thrive helping others and provide a first class customer service at all times, looking for patterns in information, always aiming for excellence in your role.
You’ll enjoy working on continuous improvement initiatives, paying attention to the detail to create robust and best practices that enable us to deliver excellent customer experiences every day. You know there is always better way of doing things even if it can't be delivered immediately. Constantly learning, being challenged, having your own responsibility and being trusted to make it happen, thrive in your environment. You want to be part of a collaborative culture where you feel empowered but always know you’ll never be left alone.
We’ve always placed more importance on cultural contribution above technical ability, but we’d really like you to have:
We are the Nucleus Financial Platforms group and we help make retirement more rewarding. Here at Nucleus, people come first - whether it’s our colleagues, or the advisers and customers we support, we know that working in partnership and collaboration leads to the best outcomes. Together, we’ve shaped the platform to how it is today. We work hard, and we celebrate hard too.
Our ambition is to create a platform with a difference, putting the customer centre stage meant tearing up the rule book and starting from scratch. We’ve come a long way since then, but our mission remains just as focused. That’s why our culture, values, and social responsibility are things we keep at the top of our agenda – because we know they matter and have a big impact.
Our culture is one of the many things that sets us apart from the pack. We want to have an environment where our people feel that they can make a real difference, know they’ll be rewarded for their efforts and more importantly, enjoy themselves at work.
Are we a perfect match? Check out this video and find out!
Inclusion and diversity at Nucleus
As with most things in life, who cares, wins. We really care about inclusion.
For us it’s not a tick box exercise; inclusion and diversity are embedded in our culture and everything we do. It’s a commercial imperative. It isn’t about being PC. It’s about being future-relevant and durable. We owe it to ourselves and the industry to ensure we are playing our part in creating a fair, balanced and transparent financial services sector.
More diversity means broader experience, a wider set of perspectives and a better collective ability to problem-solve. And it means being more representative of customer groups, which supports areas such as product development.
At Nucleus, we offer a generous blend of benefits for the things that really matter to our people, including a non-contributory pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives and flexible working options.
If you’d like to find out more about us or the role, you can get in touch with our recruitment team
The Application Support Administrator is responsible for raising and tracking issues for our core platform applications, which includes working closely with our technology suppliers on delivering positive outcomes for our users. You will also be responsible for collaborating with our platform suppliers, ensuring that through appropriate oversight they continue to meet their obligations to the business and our customers.
Excellent communication and interpersonal skills, strong organisational skills, and the ability to work under pressure and meet tight deadlines are also essential for success in this role. You will prioritise work with our supplier effectively to ensure timely results for our customers. You’ll work collaboratively with stakeholders across the whole business and with the wider technology team to achieve effective results.
You will be an excellent communicator, able to understand and articulate complex ideas in a clear and concise manner to both technical and non-technical stakeholders.
In This Role You’ll Spend Your Time
- You will review all incoming application support issues to ensure accuracy, prioritise and process according to agreed SLA standards
- Responsible for raising and progressing issues with our technology suppliers
- Responsible for tracking and reporting on existing issues with our technology supplier
- Manage the quality of issues, ensuring they remain up to date and accurate.
- Manage the closure of issues, ensuring appropriate stakeholder agreement and documentation
- Document and maintain the application support procedure documentation and knowledge articles.
- Work closely with the team to ensure any risks are identified within a timely manner
- Building and maintain relationships with our internal users, ensuring our service excellence mindset is at the heart of everything you do
Your friends would describe you as organised and thorough. You’re always finding ways to improve task or activities assigned to you, recommending best practices that are practical and effective.
You’ll thrive helping others and provide a first class customer service at all times, looking for patterns in information, always aiming for excellence in your role.
You’ll enjoy working on continuous improvement initiatives, paying attention to the detail to create robust and best practices that enable us to deliver excellent customer experiences every day. You know there is always better way of doing things even if it can't be delivered immediately. Constantly learning, being challenged, having your own responsibility and being trusted to make it happen, thrive in your environment. You want to be part of a collaborative culture where you feel empowered but always know you’ll never be left alone.
We’ve always placed more importance on cultural contribution above technical ability, but we’d really like you to have:
- Basic IT skills with knowledge of IT software e.g. Windows, MS365
- Knowledge of the Financial services industry
- Knowledge of IT service management tools e.g. Jira, ServiceNow
- Good communication and interpersonal skills
- Ability to perform analysis and problem solve
- Good organisational skills with the ability to prioritise work effectively
- Ability to work under pressure
- A strong team player who is approachable, helpful and willing to go the extra mile and enjoys collaborating with others
- A strong drive to improve, innovate & learn
We are the Nucleus Financial Platforms group and we help make retirement more rewarding. Here at Nucleus, people come first - whether it’s our colleagues, or the advisers and customers we support, we know that working in partnership and collaboration leads to the best outcomes. Together, we’ve shaped the platform to how it is today. We work hard, and we celebrate hard too.
Our ambition is to create a platform with a difference, putting the customer centre stage meant tearing up the rule book and starting from scratch. We’ve come a long way since then, but our mission remains just as focused. That’s why our culture, values, and social responsibility are things we keep at the top of our agenda – because we know they matter and have a big impact.
Our culture is one of the many things that sets us apart from the pack. We want to have an environment where our people feel that they can make a real difference, know they’ll be rewarded for their efforts and more importantly, enjoy themselves at work.
Are we a perfect match? Check out this video and find out!
Inclusion and diversity at Nucleus
As with most things in life, who cares, wins. We really care about inclusion.
For us it’s not a tick box exercise; inclusion and diversity are embedded in our culture and everything we do. It’s a commercial imperative. It isn’t about being PC. It’s about being future-relevant and durable. We owe it to ourselves and the industry to ensure we are playing our part in creating a fair, balanced and transparent financial services sector.
More diversity means broader experience, a wider set of perspectives and a better collective ability to problem-solve. And it means being more representative of customer groups, which supports areas such as product development.
At Nucleus, we offer a generous blend of benefits for the things that really matter to our people, including a non-contributory pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives and flexible working options.
If you’d like to find out more about us or the role, you can get in touch with our recruitment team
Advertise with us by contacting: [email protected]
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