Application Support Engineer

Do you want to be part of a force for good, helping to make life better for customers & society in the moments that matter? At Hodge, we put people at the heart of our business and that means our customers, colleagues and communities. Hodge is a Welsh financial service provider that focus on commercial lending, and specialist residential mortgage markets.

We’re on the lookout for a Application Support Engineer to be responsible for identifying opportunities throughout the business where technology would make a positive impact, and then partnering with multiple business areas to ensure those benefits are realised. This role will also take ownership of IT Problems, ensuring that potential and existing problems are identified and remedied. 

What we need from you: 

•  Relevant IT or computer science degree or ITIL Foundation Certified
• Experience of working in Service Desk or Service Delivery role
• Experience of supporting IT Applications
  Knowledge of Agile methodologies
• Experience of working with non-technical colleagues on projects

Desirable Experience

• Previous experience in financial services sector
• Knowledge of cloud technologies provision and server management
• Knowledge of best practice and supporting tools for Service Desk and Continuous Service Improvement
• Knowledge and experience Service Transition processes

Key Responsibilities:

•  Establish relationships with Hodge’s business areas
  Act as an advocate for IT and ensure technology alignment with business priorities
• Familiarise yourself with Hodge’s existing technology stack and tools, considering where and how they could be used throughout the business
• Identify and record potential problems through trend analysis and monitoring, taking preventative action where possible
• Take ownership of existing problems and manage them through to root cause fix.
• Document Known Errors and workarounds, effectively communicating them across the Support function
• Act as an escalation point for the Service Desk for issues related to our key internal business applications
• Act as resource for technical Service Transition activities
  Mentor and train other members in Service Delivery where possible
• Pro-actively look for opportunities to improve processes through improved process, steps, knowledge sharing and automation of tasks and reporting.

General

• Comply with all company policies and procedures and legislative and regulatory requirements, including, but not exhaustively, those related to GDPR, Money Laundering, Health & Safety, PRA/FCA regulations, employment and other legislative requirements (as applicable).
• Undertake any other reasonable tasks as and when requested by senior management.
• Develop and maintain an up-to-date knowledge of Compliance & Risk regulatory and legislative information related to products/services (e.g. PRA/FCA rules, Data Protection, Money Laundering, etc.), as advised by line management.
• Support the risk culture of the organisation by taking personal responsibility for identifying and managing risks.

Please be aware that should we pursue your application, all our Financial Services employees will be expected to complete background checks to assess suitability for employment, these include; a criminal record, identity, sanctions, adverse finance, fraud prevention and reference checks to comply with our regulatory requirements.

Hodge is an advocate of being an equal opportunities employer, We believe in promoting equality and diversity which is central to our lives today. We welcome applications from all sections of the community and recognises the value a diverse workforce brings to an organisation.

ESG and sustainability are at the heart of everything we do and serves as a reminder of the responsibility we have to our stakeholders, customers, colleagues and the communities we operate in to use our position wisely. We’re currently exploring different certifications available and have done an initial review of how we think we’d fare, as we see this as a real opportunity for Hodge given our social purpose.