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System Support Analyst

2 months ago

Dublin, Dublin City, Ireland Bank of Ireland Full time

What is the opportunity?

The main responsibility of the role is to facilitate optimised IT Services across a wide range of systems, from Digital Platforms, Document Management through to Core and Back Office Systems. As System Support Analyst, you will be supporting the effective delivery of Service across the suite of applications on the estate, often delivered by multiple teams and vendors.

This opportunity will enable you to use and grow your technical skills across variety of platforms and you will get to enhance complex ecosystems and troubleshoot issues to resolution.

This Technology Support role which is within the Wealth and Insurance business unit, it will play a meaningful role for Wealth & Insurance IT Services in the delivery and support of services to both business & technology teams. The role will work closely with service partners while driving the IT service agenda and W&I strategy.

In this role you will:
  • Provide technical support across a suite of applications running on the estate, where some applications require 24/7 support, maintaining high service standards
  • Be proactive in all aspects of Service Management across Incident Management, Problem Management, Service Requests, Including SLA management, communications plan etc.
  • Identify, investigate and resolve a variety of technical issues affecting business systems and infrastructure. Ensure clear and timely communications and customer concerns where appropriate
  • Develop strong working relationships with key partners, including business areas, IT project and development teams, risk and compliance and relevant 3rd party suppliers
  • Support project delivery through planning, assessment and transition to Live service
  • Drive continuous improvements by implementing processes and procedures that provide business value and enhance functional performance
  • Lead issues and risks effectively ensuring they are identified and actioned in line with controls
  • Demonstrate flexibility to cope with changing demands based on business priority

What will make you stand out?

  • Knowledge and experience gained from your career to date, preferably (but not necessarily) in an IT Operations environment within the Financial Services industry, with a strong delivery and customer ethos
  • Ambition to deliver effective customer management with aim for inclusive communication & influencing skills and demonstrate good customer relationship management
  • You will have the technical ability to understand, own/solve and articulate sophisticated technical issues
  • You will have excellent communications skills, translating technical issues into business language for a wider audience
  • You will be upbeat, display a good awareness of risk and compliance and be capable of consistently prioritising a mixed workload optimally and efficiently
Essential Qualifications

There are no specific qualifications or minimum educational requirements needed for this role.

More about the team

This Technology Support role which is within the Wealth and Insurance business unit. It will play an important role for Wealth & Insurance IT Services in the delivery and support of services to both business & technology teams, working closely with multiple service partners while driving the IT service agenda and W&I strategy.

#li-hybrid #ij-hybrid

Why work with us?

The Bank of Ireland company culture prioritises work life balance with an opportunity for flexible working, along with 25 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paid parental leave, an innovative fertility and surrogacy policy and working parent supports.

Your wellbeing is important to us, we have an employee assistance program, WebDoctor and financial wellbeing coaches available. We also encourage and support staff to pursue educational and professional qualifications to grow and improve your career

Flexible working matching promise

We know how important flexible working arrangements are to our colleagues, and we promise to try to match your current flexible working arrangement in this new role (all existing working arrangements considered)



Key Competencies

  • Customer Focused - Self
  • One Group, one team - Self
  • Agile - Self
  • Accountable - Self
  • Champion Transformation - Self

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.

We're on a continuous journey to build an inclusive and diverse workplace. We welcome applications from people of all backgrounds, lived experience, abilities and perspectives. We provide reasonable accommodations at every stage of our recruitment process for disabilities, neurodivergence or medical conditions. If you require an accommodation please complete this form and one of our recruitment team members will be in touch via email.

Any information provided will be treated as confidential within the recruitment team and used only for the purpose of determining and providing appropriate accommodations for the application and recruitment process.