Figaro Analyst

The Application Support Analyst handles IT application support, including maintenance, administration, and second/third line support. They collaborate with the Service Centre to resolve incidents and service requests efficiently. Additionally, they assess, plan, implement, test, and monitor IT application changes according to agreed change plans.

The core business applications will be the focus of this role: FNZ Figaro, Microsoft Dynamics CRM (as a platform for Wealth Dynamix WDX ONE), Objectif Lune PlanetPress, and INVU Document Management. The role will be required from time to time to support other applica-tions, including internally developed solutions alongside internally hosted vendor applications such as Atlassian JIRA and PlanetPress.

Key Responsibilities:

Support:

• Resolve IT application incidents, service requests, and problems promptly.
• Use maintenance, support, and incident management processes to investigate and resolve issues.
• Communicate status updates to users as needed.
• Liaise with IT suppliers to ensure timely resolution of incidents.
• Apply problem prevention methods to enhance service and reduce costs.
• Diagnose and resolve application-related problems, implementing prevention measures.
• Monitor availability, performance, and throughput of applications.
• Prioritize and schedule support tasks.
• Maintain technical documentation.
• Participate in disaster recovery activities.
• Provide ad-hoc training to end-users.

Change:

• Contribute to technical documentation for change management.
• Ensure capacity, availability, security, and support requirements are considered in changes.
• Implement, test, and monitor IT application changes according to plans.

General:

• Adhere to IT processes, procedures, and policies.
• Share knowledge, coach, and support team members.
• Provide coverage for colleagues during absences.
• Perform additional duties as assigned.
• Work outside normal business hours when required