IT Application Support Apprentice

Employer description: 
Aegon Asset Management is a leading global investor. We manage and advise on assets of US $311 billion for a global client base of pension plans, public funds, insurance companies, banks, wealth managers, family offices and foundations.

Overview:
Are you looking to develop a career in IT?

• Do you want to start an apprenticeship with a company with a keen interest in supporting apprentices? 
• Do you want an opportunity to continue your learning and development with progression routes?

Title / Level: IT Application Support and Service Delivery Apprentice / IT Support Professional (SCQF Level 8) Modern Apprenticeship

As an apprentice you will ensure appropriate tickets are created to record and assign issues and document resolution. As well as ensuring the customer expectations and deliverables are proactively managed.

Working location: 1 Lochside Crescent, Edinburgh, EH12 9SE

Responsibilities:

• Being part of a and Application Support team that will deliver a professional support experience to our system users in the Europe and North America.
• Work as part of our team in providing technical assistance, guidance, and training to system users, resolving problems, and answering queries in our ServiceNow system. Triage of new incoming items and appropriate escalation as required. Understand the flow of information and use that knowledge to respond to, analyse, and assist with resolving issues, incidents, service requests, and user queries. 
• Monitor systems, creating periodic and ad-hoc reporting, and contribute to Release Management and Quality Assurance by testing before and after code releases. Assist with testing and deployment of fixes; support the Business in defining a workaround, if necessary.
• Utilise change management process to ensure modifications or upgrades are tested, approved, and implemented appropriately.
• Follow best practice in Incident, Request, Problem, and Change Management. Creation and maintenance of procedures and knowledge base articles/solutions. Preparation of application administration documents, end-user documentation, and/or application training to end-users.
• Work with suppliers and service providers to ensure delivered service meets our expectations.
• To understand and play an active role in the continued development of Application Support and Service Delivery. Propose improvements to (automate) processes, reports, and procedures to ensure consistency, stability and reliability of systems is maintained. We leverage an Agile approach to work on structural improvements in how we deliver our services.
• Complete application processing to support day to day business requirements (i.e. Close processes; coordinate changes to jobs or job scheduler; coordinate patching).
• Attend and take notes at meetings to track topics discussed and actions agreed on. In addition to the duties and responsibilities listed, you may be given other tasks from time to time within your ability.

Desirable skills:

• Strong analytical problem-solving skills, technical experience troubleshooting hardware, software, phones, games, networks, databases, or other complex systems.
• Strong organisational skills, be able to prioritise, and to use your initiative. You are self-driven and have a mindset that not just looks at the problem at hand, but also how to prevent the issue happening again. The ability to see the bigger picture of the day-to-day activities.
• Ability to contribute to team projects to the maximum of your ability, in close partnership with a senior analyst in the team. Based on your progression you can also spend time with other teams in IT on such projects, such as Automation, Robotics, or Information Security.
• Good communication skills, partake and present in meetings, virtual and in person. Experience with office software [Excel, Word, PowerPoint] and any other software packages.

Desired qualifications:
A technical qualification in IT, computing, engineering, or similar would be ideal. 

Working week:
40 hours per week, Monday - Friday, 9am – 5pm or 3pm – 11pm, with 30 minutes lunch break. 

Half the weeks per annum will be day shifts, and the other half afternoon shift. 
Afternoon shifts are wholly remote, but Senior Analysts and a Manager will be always available in support.

Salary:
£21,840 per annum.

What we offer:

• Discretionary annual bonus
• This a hybrid role, with two days a week in the office, and 3 remote days
• Flexible working hours [can be discussed upon interview]
• Salary sacrifice schemes
• ITIL foundation training
• Access to ‘Talent Marketplace’; work on projects in the wider business 
• A 2-year contract with a chance to secure a permanent Junior Analyst role in either Service Delivery or Application Support on completion of the apprenticeship or within the wider organisation as opportunities arise 
• Company pension
• Life insurance (4x Salary)

Future prospects:
90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

There is strong potential you will gain full time employment after the apprenticeship is successfully completed.

Important information: 
This vocational apprenticeship comprehensively supports your specific job role with this particular employer. Throughout your learning journey, you are fully supported by your dedicated QA skills coach and your mentor at work. They ensure you settle in, help you develop all the skills you need to be successful in your job role and pass your assessments, and can provide one to one support.

Starting with insights into your current potential, they plan your growth in a programmatic way, close skills gaps with immersive training and ensure what you learn is applicable to what you do. They talk you through the specifics on the qualifications you gain and how they align in particular to your day to day role.

On completion, as well as the valuable work experience you have gained, you get a nationally recognised qualification at SCQF Level 8.

If you are interested in starting your career and receiving a work based qualification at the same time, APPLY NOW!