Application Support Consultant

Posted 10 July by IRESS

About the role

Responsible for providing services as a subject matter expert (SME) for all Live implementations of MSO (Mortgage Sales and Originations Software) V2 and V1 legacy projects, acting as an MSO support specialist within the Application Support team.

About you

You have strong interpersonal and presentation skills with the ability to communicate at all levels in a resolute but diplomatic manner. You are adaptable to change activities within the project without direct supervision, whilst working under pressure. You can prioritise activities against an agreed plan, with a keen eye for detail, coupled with a focus on quality. You will come from an Analytical or Incident Management background, where you utilise excellent forensic and problem solving skills. SQL skills are required to write queries for a data fix or investigation purposes. At times, you will need to be robust and resilient, with the confidence to stand own ground or deliver bad news (diplomatically) to senior management or challenge the viability of a business case. Experience in financial services (Mortgage, Life Insurance, Retirement, Wealth Management) is desirable, but not essential.

What you’ll bring to the team:

  • Triaging incidents and collecting forensic material to assist in the resolution of live incidents
  • Testing and recreating live incident behaviours in the application support environments
  • Ensure that PII information received from clients to assist in incident triage is controlled in the way defined in the IRESS GDPR Asset Information register
  • Developing and maintaining SQL scripts for investigation, configuration changes and live data fix purposes
  • Accurate maintenance of incident records using the Incident Management software package and Defect Management software package (currently TFS)
  • Engagement with clients, supporting their triage activities
  • Engagement with 3rd parties, where applicable, supporting service integration triage
  • Actively involved in the coordination and scoping of delivery of hot-fix patches with clients and other teams
  • Creating/Supporting creation of test plans and highlighting any additional test resource demand and executing these for the delivery of hot-fix patches
  • Creation and delivery of release notes for hot-fix patches, including any test recreation steps
  • Creation of instructions to be followed by Hosted Operations team
  • Actively supporting continual improvements, standardisation across clients, establishing efficiencies and optimising application support processes
  • Supporting multiple live client implementations, assisting other members of the Application Support team
  • Promoting awareness and sharing knowledge of configuration and 3rd party systems inside and outside the Application Support team
  • As required, provide off-site consultancy to clients
  • Attending regular reviews with the Client Delivery Manager (Application Support)

What we offer you in return

It’s a cliché, but we work hard and we play hard. We recognise and reward hard work with a great benefits package. On top of a good remuneration package we’ll give you a generous holiday allowance, retirement fund, life assurance and income protection cover.We also provide seriously good coffee and plenty of other perks to brighten your day including a casual dress code, vibrant open workspaces with areas to relax including cafes, bean bags, table football and pool; plus free fruit every day. There are always sports and social events happening and chances to get involved in our charity work if you want to. Oh, and every Friday the drinks are on us!With offices worldwide, we offer exciting opportunities for you to learn, grow and progress. A career at IRESS really can take you anywhere.

Required skills

  • Analysis
  • SQL
  • Incident Investigation
  • Incident Management
  • Software Systems

Reference: 35352694

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