IT Application Support Lead Apprentice (Door Ventures)

Level 4 Application Support Lead

Weekly Hours Worked: Monday to Friday 09:00am-17:00pm

About the company:

Door brings asset allocators and asset managers together to empower and improve engagement across the investment industry. Door streamlines information exchange through a global, data- enabled network which benefits all stakeholders.
We help create transparency, support sustainability, improve operational rigour and enable personalisation at scale. We help address the seismic shifts of digitisation, sustainability and data-led sales and marketing.
Door started with a known inefficiency in due diligence. We reduce the current broken
system of bilateral exchange of information between all industry stakeholders. Our goal
is to make the exchange more efficient and beneficial, reduce risks and open possibilities for the industry to do more. 

Brief job description:

Estio Training have an exciting new opportunity for a Delivery Support Analyst with Door a Door is a fast-growing fintech firm that operates in the global asset management and wealth management industry based in Liverpool.

Job Description:

Door is seeking a proactive and self-motivated Apprentice Delivery Support Analyst to own and assist in the delivery of Door’s software solutions to meet our clients’ needs, supporting
both internal and external clients to ITIL standards.

You will participate in the examination and structure of ITIL support requirements, design of end-to-end support solutions for our clients, 1st line support for incoming service desk tickets, own documentation and assist in delivery of incremental software releases. Escalating defects and bugs where appropriate for relevant incidents and problems.
Working as part of a tight-knit team you will hit the ground running with hands-on
experience and support, you will be provided with the guidance and tools to ensure you
can provide high quality support. As well as exposure to the full software development
lifecycle interacting with developers, solutions architects, business analysts and product
experts.

Your duties and responsibilities in this role will consist of:

• Responsible for delivering effective service delivery in line with SLAs.
• Own product knowledge for new and existing software features and keep external.
• Customer documentation up to date.
• Help scale and build Jira Service Management tooling to an industry standard, integrating with existing change management processes – with a focus on self-service support.
• Point of escalation for CSM/CRMs servicing their clients, as the product SME you will be able to support and guide sales staff with software implementation.
• Escalate any issues, blockers or impediments within a timely manner to relevant  business areas.
• Ensuring that all process information is up to date, relevant and accurate in work tickets, time tracking, etc.

Qualifications:

• 5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths)

Skills Required:

• Understanding of ITIL framework.
• Collaborative mindset.
• Good written and oral communication skills.
• Knowledge or understanding of servicing a Digital Platform/Ecosystem based technology. Solution would be greatly beneficial including (APIs, AWS, Cloud/SaaS, MicroServices)
• Basic understanding of system architecture, software development and agile SDLC process.

Personal qualities:

• Must be detail-oriented and logical.
• Be an energetic, engaging, optimistic and proactive personality.
• Competent personal organisation skills.

Future prospects:

The role offers a permanent role upon completion of the apprenticeship depending on performance.

Training to be provided:

Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.

Successful completion of this apprenticeship gives you an accredited Level 4 Application Support Lead with training in how to:

• Troubleshooting & Support
• Group Project
• Functional Skills
• Supporting Systems & Customers
• EPA Preparation – Test
• Understanding Service Management
• EPA Preparation - Professional Discussion
• Data in Applications
• Stakeholders and Platforms in service management
• ITIL Examination (Optional)