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?
You will work towards an IT Support Professional (SCQF Level 8) Modern Apprenticeship which will be delivered in partnership by QA Ltd.
Who you’ll be working for:
Aegon Asset Management is a leading global investor, our employees work from 13 locations across Europe, the Americas and Asia. We advise on assets for a global client base of pension plans, public funds, insurance companies, banks, wealth managers, family offices and foundations. We share a common belief in fundamental, research-driven active management, underpinned by effective risk management and a commitment to responsible investment.
Our people are our greatest asset, and we want Aegon Asset Management to be a place where they can bring their authentic self to work and do all they can to deliver on our strategic promises to our customers.
We help people live their best lives. We help them with the big stuff, for the moments that matter.
Our IT Application Support & Service Delivery Apprentice will work alongside our Application Support team, who helps to maintain our core systems by partnering with internal clients and external vendors to ensure a high level of support of our applications. Our team is critical in ensuring that the business derives maximum benefit from supplier relationships.
Responsibilities:
Being part of a Service Delivery and Application Support team that will deliver a professional support experience to our system users in the Europe and North America.
You will 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. You will triage new incoming items and follow up on appropriate escalation as required. You will understand the flow of information and use that knowledge to respond to, analyse, and assist with resolving issues, incidents, service requests, and user queries, as well as ensuring appropriate tickets are created to record and assign issues and document resolution. Ensure the customer expectations and deliverables are proactively managed.
You will also:
- 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. Utilize 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.
- 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.
We’d love to hear from you if you have:
- 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
Working hours:
40 hours per week, Monday - Friday 09:00 – 17:00 or 15:00 – 23:00, 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.
This a hybrid role, with two days a week in the office, and the rest from home.
What we offer:
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.
- A competitive salary of £20,800
- A non-contributory pension between 9%-13%
- A discretionary bonus, depending on personal and company performance
- 27 days leave per year (plus bank holidays, pro-rated for part-time)
- ITIL foundation training
- Access to ‘Talent Marketplace’; work on projects in the wider business.
We also offer private medical cover, life assurance, critical illness cover, enhanced parental leave and a variety of lifestyle benefits to help our staff live their best lives, including retail discount vouchers, cycle2work scheme, subsidised restaurant, onsite Gym (Edinburgh) and online GP appointments.
Future prospects:
90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.
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!