System Support Analyst-2nd line

About the team:

Our team is a dedicated group of IT professionals committed to maintaining the stability and efficiency of critical systems within our organisation. With a focus on collaboration, problem-solving, and continuous improvement, we work together to ensure that our systems run smoothly and effectively. We value teamwork, innovation, and a supportive work environment where every team member can grow and succeed. Join us and be part of a dynamic team that makes a real impact every day.

What you will be doing:

As a Systems Support Analyst, you will have the opportunity to work in the Application IT support team as an L2 application support analyst, with the primary objective being to "Keep the lights on" by ensuring the business has stable systems from a day-to-day operational perspective.

You will become a subject matter expert across multiple applications and other third-party systems. No two days are the same in this fast paced and varied role! You will work with colleagues and under direction of the Application Support Management team on initiatives which may be support issues, small scale business process improvements and larger scale change initiatives.

Your responsibilities will include:

• Being responsible for resolution of incidents and service requests by engaging with business users and stakeholders ensuring target service level agreements (SLA's) are met.
• Working in partnership with the first line support helpdesk to ensure issues are logged correctly, efficiently and delivered to a timely resolution.
• Supporting all project releases and code fixes following ITIL change and release principles.
• Working alongside Problem management function, identifying and mitigating trends.
• Documenting processes and producing user guides or other artefacts that support the change management function.

What's in it for you?

We offer a base salary dependent on experience from £38,000 - £42,000 and a competitive benefits package including:

• Enhanced family-focused benefits
• Hybrid-working
• Annual bonus opportunity

Please use this link to see the fantastic benefits available at OSB: OSB Careers

About us:

At OSB Group, we understand how much our people bring to our organisation, which is why we try our best to give back too! Our Purpose is to help our customers, colleagues and communities prosper and we are on a transformation journey to become 'the bank of the future'.

Our commitment to professional development, flexible working, and employee well-being fosters a dynamic and supportive workplace.

Do you have the skills?

We are looking for talented individuals who have the experience and knowledge set out below:

• Previous experience supporting applications running from Windows Server and SQL Database environment is essential.
• Proven experience working in an IT application support environment providing support and problem analysis / resolution is essential.
• Working knowledge of ITIL best practice framework is desirable.
• Experience working within a regulated and controlled IT environment, adhering to compliance and security standards is desirable.

Next steps:

If this sounds like you, please apply now! For internal applications please visit the internal careers page to apply.

Still on the fence? Hear from our team or explore our process: OSB Careers

Shortlisted candidates will go through a personalised recruitment process, that is relevant and conversational - inclusive any individual reasonable support required. We want to bring out the best in you!

Diversity, Equity & Inclusion

Not sure if you meet the spec? Let us decide. Research tells us that those from marginalised groups feel like they need to meet 100% of the criteria to apply. Here at OSB, we are committed to inclusivity and understand the value different experiences and perspectives can bring, so please don't feel like you need to check every box to apply for a role internally.

We champion diversity at all levels, with Board-level Diversity Champions tracking our progress. We are proud to be signed up to the Women in Finance Charter to actively support the growth and development of senior women in our sector and are dedicated to treating all our employees and job applicants equally, opposed to discrimination on any grounds.

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