To oversee Application Support Team, monitoring the support queue and ensuring technical IT related queries are responded to and resolved within SLA’s. The role will be a subject matter expert in Group Finance generic, specialist and bespoke IT applications and in supporting those applications will be the escalation point for the Application Support Team to aid in determination of problem resolution. As well as >400 users within Group Finance, Group Finance Applications are used by Business Divisional Finance Teams across L&G Group.

• Manage and prioritise incidents and service requests, supervise the Service Support Team, and provide subject matter expertise for the team and customers to provide technical knowledge to enable resolution of incidents on Group Finance generic/specialist/bespoke applications.
• Monitor, prioritise and manage the queue to ensure service requests and incidents across the GFIT application estate are dealt with in a timely manner and SLA’s are met.
• Cultivate relationships with customers and stakeholders to ensure excellent cross business communications.
• Responsibility to initiate and conduct ongoing system and process improvements including the improvement of process documentation for common tickets and communicating to stakeholders as required.
• As subject matter expert, maintain up-to-date knowledge of GFIT systems and working practices to ensure queries are dealt with appropriately, and that resources for the team are managed, co-ordinated and planned to ensure excellence in service delivery.
• Adhere to controls and information and IT security policy and procedures to ensure compliance with regulatory and internal requirements.
• Ensure that GFIT applications provide our customers with high quality service and a good customer experience, in alignment with L&G’s commitment to Treating Customers Fairly (TCF)

Qualifications:
• ITIL foundation (desirable) or other relevant demonstrable
experience
Knowledge:
• IT Service Management experience, with ability to understand
complex applications and how components work together, along with
excellent trouble shooting and problem solving skills
• High level of PC awareness, advanced user of MS Office applications
(Excel, Access) and O365 tools
• Good understanding of technical architecture and how this supports
applications, SDLC, Agile and waterfall methodologies, IT and project
governance
• Cloud AWS + Azure is desirable, as is exposure to SQL + scripting
languages
Experience:
Ideally experience across a number of the following competencies:
• Experience of regulatory accounting compliance – advantage
• Experience in technical Financial Accounting Application
Support required, particularly ETL and SAS solutions,
payment solutions, BACS-interfacing software, financial
reporting reconciliation, payment and banking GFS
applications, Business Intelligence tools
• Working experience with SAS tools/solutions in the
insurance/finance sector and in relation to IFRS17 accounting
compliance will be an advantage, as will technical expertise
regarding data models, database design and data mining whilst
using SAS.
• Experience in database technology, client-server solutions (wintel)
• Ability to understand business process and learn and retain (and
document) in depth knowledge of complex systems
• Experience in SQL and VBA and ability to understand SQL
statements
• Oracle Financials ERP
• Experience with Prophet support

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 27 days' holiday,private medical insurance, performance related bonuses, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

For further information please contact Reesa Berry, Resourcing Lead on reesa.berry@landg.com