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The opportunity

To provide 2nd and 3rd level fixes and support to the Openwork Service Desk on tickets that relate to Openwork strategic / mission critical applications

Support junior team members with issues not covered by process documents.

Involvement in process enhancements and projects where required and make suggestions for improvements

Owner of configuration changes to our core systems

The Benefits:
  • Salary - up to £45,000
  • Bonus scheme - on target bonus - 7.5%
  • Pension scheme - contribute up to 5% of your salary and Openwork will match you and put in an extra 5%
  • Critical illness cover
  • Income protection - 1x salary
  • Death in service - 4x salary
  • 25 days holiday + bank holidays, with the opportunity to buy up to an additional 10 days
  • A range of other flexible benefits to include private medical insurance, dental insurance and much more.
Key Accountabilities :

Incidents 2nd Level

  • Able to resolve complex tickets
  • Create and maintain knowledge base and support documentation
  • Support and coach other members of the team and handle escalations from them
  • Feedback to senior staff on repeat issues and raise a problem if needed
  • Proactively suggest and implement service improvements
  • Deputise for the manager as necessary
  • Ensure adherence to escalation procedures.
  • Handle escalations from other members of IT
  • Take leading role with major incidents that are being resolved by the team
  • Experienced in using an Application Performance Monitoring tool to assist in resolving incidents

Incidents 3rd Level

  • Analyse incidents and determine if 3rd level
  • Assist 3rd level teams in resolving incidents
  • Be able to resolve 3rd level incidents where required and appropriate

Application Configuration/ Management

  • Own the configuration process for the system (s)
  • Be able to resolve issues and queries passed to them from other team members
  • BAU Activities and Service Transitions
  • Propose enhancements and improvements to the team’s processes
  • Implement a Service Agreement process as part of transition if required
  • Code and implement improvements if required
  • Maintains team documents and processes
  • Conducts investigations on system performance and makes proposals for improvement.
  • Raising change documentation and representing this and the Application Support team at IT CAB assessment sessions
  • Deploy software and ensure associated documentation is updated appropriately


  • Makes a significant contribution to projects.
  • Provides consultancy to projects
  • Able to deploy software
  • Leadership skills relating to an application i.e. engage with stakeholders to drive what releases are required based on functionality available

Development Techniques

  • Creation and updates to solution design documentation
  • Elicitation of requirements for solution build
  • Maintain adherence to code management standards and use of code repositories
  • Perform or support Unit testing, System testing and User Acceptance testing as required

System Releases

  • Support for development and testing teams in preparation for System releases
  • Maintenance of implementation plans for releases
  • Perform live implementations, resolving implementation issues and participating in post implementation reviews

What will you need to succeed?


  • ITIL Foundation minimum
  • A MCSE or MSCA Microsoft qualification desirable
  • Proven track record in working with Microsoft SQL Server/ T-SQL or equivalent database technologies
  • Minimum 3 years IT experience on supporting mission critical business applications in a 2nd line role.
  • Background in Financial Services and have worked in an ITIL Service Management framework
  • Have experience of managing the relationships with Third Party suppliers
  • At least 3 years of supporting Microsoft frameworks
 Experienced in:
  • Microsoft SQL Server; T-SQL, SSRS, SSIS, Stored Procedures
  • Microsoft Office; Excel, Access, Visio, O365
  • Microsoft Server, Active Directory, IIS
  • Networking; TCP/IP, DNS, DHCP, Load Balancers

Familiar with:

  • Languages; VB, VBA, HTML, C#, Javascript, JSON, Powershell
  • GIT/ Github, .NET framework
  • 3 Tier Architecture
  • Power BI

 Knowledge :

  • Understand the technical principles and concepts used around Application Architectures
  • Demonstrates knowledge of our application systems within IT operations, the business areas supported, underlying architecture, and how application components integrate
  • Working knowledge of ITIL Service Operations key principles and processes

Skills and Competencies:

  • Excellent analytical and problem-solving skills
  • Well organised, able to prioritise and manage their own workload
  • Technical, business and cultural awareness
  • Excellent written and verbal communication skills
  • Takes ownership of incidents and is accountable
  • Able to work (and influence) across internal & external technical teams at a senior level. The ability to translate / convey technical information to a non-technical audience

Why us?

We're a dynamic, fast paced, and growing business with huge ambition. This is all made possible by the brilliant people who are part of The Openwork Partnership family. We're investing heavily in our colleagues, continuously striving to give them the platform to develop personally and professionally and reach their full potential.

We’re also very proud of our culture, as one of the Best 100 Large Companies to work for in 2022. The Openwork Partnership values, and respects individuality and we are committed to building an inclusive culture and environment which truly recognises and celebrates our colleague’s individual differences and identities – just like our financial advice, for us, it’s personal. We believe everyone can make a difference and your race, religion, disability, and gender will never be a barrier. At Openwork, we have a strong ethic of care for each other where you can balance a successful career with your commitments and interests outside of work. We believe that you will bring your best self to work if you are trusted to choose when, where and how you do it.

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