Help & Support Desk Associate

Who we are

United by a sense of purpose towards our customers – to be a trusted partner for the long-term – and our universal banking platform in EMEA, SMBC Group has an international growth agenda and award-winning products, meaning we provide exciting opportunities to work on a diverse range of projects and initiatives. We deliver a full suite of corporate finance products and solutions to our customers as well as investment banking and advisory services, and a range of innovative solutions in global capital markets. Read on to find out how you could enhance your skills and gain valuable experience, by joining us to support our clients transition to a sustainable future.

Role Summary

We are looking for a Help & Support Desk Assistant to join our team! You will provide daily support for the SMBC Group's leasing finance business, specifically focussed on the daily application and business related support activities, ensuring all applications are fully operational at the start of each day. This will invoice daily morning checks and regular communication with stakeholders.

Position Description

You will play an integral part ensuring all applications used by the business are operational and ready at the start of each day for use by the business teams. When incidents arise, these are logged in the Banks Incident Management System (ServiceNow) and owned by the support team through to resolution. You will also provide daily BAU support to the business users, addressing any incidents raised via the Banks incident management toolkit ServiceNow. 

• A close working engagement is essential with the Lending Product Owners to ensure the teams within ITSD  are working together, in a Product aligned mindset delivering and supporting business driven initiatives.
• The role is a support focussed position, adhering to the ITIL Framework working in a team of two initially, within the wider EMEA Application Management team.
• There are no direct reports for this role
• The role will be based in our Dublin office, with regular interaction with the Lending Product Owner in London alongside the Lease Financing business also in London.
• The successful candidate will be accountable for the BAU support of the Lending business applications.
• They will be responsible for the health of the systems ensuring that the Lending platform is in a Production ready state at all times for the business.
• There will be a responsibility to ensure all systems are maintained and remain up to date with the latest system security patches or version upgrades as advised by the Vendors.
• Changes prepared for release by third parties will need to be understood, with sufficient knowledge transfer having taken place before approval can be granted for release to Production. Responsibility will sit with each team member to ensure they are comfortable with changes before these are signed off and approved at the weekly CAB meeting.
• The successful candidate will be accountable for ensuring there is an active liaison/daily stand up meetings between the Dublin and London offices.

Experience and Skills

Previous Experience needed:

• Strong support experience with in an IT environment (D)
• ITIL Service Management Incident & Change Management Exposure (D)
• Lease finance business experience (E)
• SQL Experience (E)
• Alfa Experience (D)
• JAVA Experience (D)
• An analytical mindset with an aptitude to evaluate complex deal structures (D)
• Understanding rate feeds via various systems (D)
• Previous experience working in a support team withing the Financial Services industry (E)
• Lease Finance Experience (E)

Applications in scope for role:

• Alfa v6 - This is a Vendor application that will be supported by SMBC with escalation to the Vendor where necessary. All code changes will be applied via the Vendor once testing and sign off has been completed by SMBC.
• LEAF –  This is an application delivered by the Vendor Theodo. Knowledge of Java Springboot is advantageous.
• Lease Financing Data Warehouse – This is an internally developed solution by SMBC using SQL and utilising SQL Mesh.
• A working knowledge of the MS Stack will also be a requirement.
• ServiceNow is the ITSM tool of choice at SMBC. A working knowledge of this application and its uses is advantageous.
• A core skill for the role will be following an ITIL Framework providing L1 and L2 support to the Leasing business.
• There will be a need to build out and maintain a set of functional System morning checks, ensuring the suite of applications are operational.
• Third party vendor liaison / management and internal Service provider liaison with our JRIA partner will be required.
• Jira backlog capture and management of the Sprint delivery will be required in conjunction with the Product Owner.
• Support for system enhancement testing / QA will be required.

Education & Qualifications

• Graduates from an IT, Business Information Systems or Finance background or the equivalent experience gained from relevant work.
• Previous Lending business experienced with either a business or support background welcome.
• Strong numerical and financial skills with the ability to interpret financial information and able to design and use financial models.

Business Area

This role will sit within Sumitomo Mitsui Finance Dublin Limited (SMFD) is a wholly owned subsidiary of SMBC.  It was established in 1989 and is now located in contemporary offices in the heart of Dublin’s Georgian quarter. It is a Centre of Excellence for SMBC’s business in Europe, Middle East & Africa and provides a growing range of intra-group services across a variety of Control and Support functions

Competencies

What we offer

For all the expertise and experience you bring to help us make a difference, it’s only sustainable if we support you to build your career and be your best self so we offer competitive company benefits, centred around promoting positive well-bring and work-life balance. We also believe in fostering a diverse and inclusive work environment, where all team members perspectives and contributions are valued. Initiatives in place which promote a diverse and inclusive culture and healthy work life balance include hybrid working, Sport & Social Clubs and Diversity and Inclusion networks.

As an employee of SMBC you have access to a host of both useful and exciting benefit offerings. See below some of the benefits on offer to you:

• Hybrid and flexible working 
• Competitive paid leave days
• Benefits to support your physical wellbeing, including private medical insurance and life and invalidity insurance 
• Various policies to support your mental wellbeing, including a robust behavioural health network with counselling and coaching services  
• Access a wide range of learning and development opportunities and career progression opportunities 
• Ambitious remuneration package

So, if you like a challenge and want to continuously grow and develop in a role where you will be supported along the way by a dynamic and diverse team, apply today!!