Application Support Analyst

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Job description

Who we're looking for:
We are seeking an Oracle Financials Support Analyst to join the GT Corporate Applications Support Team based in London. The ideal candidate should have experience working in a Support and/or Delivery role within an Oracle ERP Fusion environment.
This primarily functional role will provide support to the Global Finance Teams along with global staff who use the Expenses and Procurement modules. Ability to work under pressure, problem solving issues and ensuring excellent client engagement is crucial for this role.

About Schroders:
We're a global investment manager. We help institutions, intermediaries and individuals around the world invest money to meet their goals, fulfil their ambitions, and prepare for the future.
We have around 5,000 people on six continents. And we've been around for over 200 years, but keep adapting as society and technology changes. What doesn't change is our commitment to helping our clients, and society, prosper.

Technology at Schroders:
There's a huge amount of change going on at Schroders. Technology's shaping our business more and more, so there are many opportunities waiting to be grabbed. And because we're a big financial player, we can put hefty backing behind good ideas.
We're a serious business - we have enormous responsibilities to our clients and shareholders. But just because we're suited and booted, that doesn't make us stuffy; our tech teams are friendlier and more informal than you might expect.

The base:
We moved into our new HQ in the City of London in 2018. We're close to our London based clients, in the heart of the UK's financial centre. We currently work 50/50 in the office and remotely.

The team:
The GT Corporate Applications Support team consists of 17 staff in 3 global locations, London, Singapore and Cochin supporting over 90 global applications 24/5 which are used by Finance, HR, Tax, Legal, Compliance and Risk departments ranging from in-house built applications, 3 rd party vendor applications and Cloud based applications.

What you'll do:
The principle objectives of the Global Technology Application Support function are to:

• Own all reported application incidents through to successful resolution
• To provide 1 st & 2 nd line support to the Business in Asia, Europe, UK and US
• To reduce incidents through continuous support process improvement
• To sponsor change required to drive down support issues
• Monitor production environment processes

The scope of the role includes

• Regional systems and London based global systems
• Technical incident management and ownership
• Business user queries, processes, data and usability

Reporting to the Global Technology Manager for Corporate Applications within the Global Technology Production function, the individual selected will predominately provide support to the global Finance teams for Oracle ERP Fusion.
Key areas of responsibility are:

• Ensuring that incidents are correctly processed, assessing business and technical impact and severity
• Interact with the Corporate Agile team and external 3rd party vendors to trouble shoot and resolve complex problems
• Taking ownership of application incidents and ensuring that they are resolved, this includes retaining ownership of incidents that require 3rd Line or GT Change activity to resolve
• Ensuring the communication to the business community remains active
• Monitoring of application events alerts, job schedules, capacity monitors and performance KPI's.
• Creation and ownership of change requests are raised to address any of the above issues

• Working with the Support Capability Lead for GPS contributing to the continuous support improvement process
• Perform system health checks and proactive maintenance tasks
• Proactively share knowledge with the team and update the knowledge base with support documentation (Confluence and SharePoint)
• Excellent problem solving, planning and organizing skills, a flexible approach with good verbal and written English communication skills
• Work to provide services to agreed SLA's
• Implementation of Application configuration settings onto the Production environment.

The knowledge, experience and qualifications you need:
It is expected with limited supervision the candidate will be able to deliver each of the key objectives of the role identified above. It is therefore expected that he or she will:

• Have experience in a support role for Oracle ERP Fusion environments including knowledge of the following modules - General Accounting, Expenses, Receivables, Fixed Assets, SLA, Cash Management , Procurement, Tax, Tools and Fusion Accounting Hub

• Demonstrate a track record of support and delivery for Oracle Cloud applications
• Proven experience with support and/or development of applications with a SQL Server or Oracle back-end database being fluent in writing sql based queries
• MS Windows Architecture and its integration into a Corporate environment
• The knowledge and experience that will help Oracle HR - Core HR, Talent Management and Compensation
• An understanding of Agile methology
• An understanding of Microsoft Azure Cloud

• Windows AD Groups and Role Based Security knowledge
• Experience of working in an environment where part or all of Application Support is offshore
• Experience in supporting other Corporate applications (R2P, Billing, etc)

What you'll be like:

• An individual with proficient technical and analytical skills, having the ability to work effectively with Cloud-based applications
• Solid work ethic, able to work under pressure and to deadlines
• Good communication and interpersonal skills
• Team player, flexibility and willingness to develop a broad business and application/system knowledge bas
• Ability to work independently and manage time effectively within a Support working environment

We're looking for the best, whoever they are:
Schroders is an equal opportunities employer. You're welcome here whatever your socio-economic background, race, sex, gender identity, sexual orientation, religious belief, age or disability.