Job Description

Job Title: Application Support Specialist Location: Pune About Barclays Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group. Risk and Control Objective Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards. Working Flexibly We\'re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers\' and clients\' needs. Whether you have family commitments or you\'re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs Hybrid Working BUK & BX - All locations We\'re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers\' and clients\' needs. Whether you have family commitments or you\'re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs Introduction: The person in this exciting role will be a firsthand support professional dealing with HR business users to provide the production support, maintenance, and configuration analysis of SAP HCM solution within HR support Function. This role is an Individual Contributor / Tech SME in Human Resource Technology. Reporting to the HR RTB Lead, the Lead will collaborate with a team of L2 support analysts, L2 leads to support a wider range for services within the HR technology portfolio. Knowledge management, sharing and retention will be a key function of the role, and of the entire L2 team. Working between the Level 1 team and the development team, the person in this role will function as a technical SME and escalation for all technical matters. The role will be responsible for ensuring incidents resolved within defined SLAs by the SMEs. For any required fixes, the person will work with the development team to build and assess fixes, and the subsequent deployment in collaboration with L1 team. In addition, the person will be responsible for the deployment of new change into the production environment. Person should ensure that all activities and duties are performed in full compliance with regulatory requirements, Barclays Operational Risk Framework and internal Barclays Policies and Standards. This role will fill in for the L2 leads across various portfolios of Functions Technology as and when required. What will you be doing . Responsible for the production support, maintenance, and configuration analysis of applications on Service Now platform and its corresponding interfaces. . Strong firsthand experience in analyzing issues, evaluate options, recommend workflow or procedural solutions, analyze Service Now configurations. . Technical investigations - Technical expertise to trace issues and recommend permanent solution . Function as liaison between the business and various technical teams including downstream to ensure quick resolution of incidents. . Minimum 10-12 years of strong Service Now support background . Exposure to support projects which demonstrate great Incident & Problem Management using ITIL methodology . Should have knowledge/experience with file transmission methods and APIs to support interface feeds . Candidate must have strong critical thinking skills, be self-directed, and capable of working with minimal supervision . Must have strong commitment to customer service . Person must be initiative-taking to pro-active review of processes and procedures to continually enhance service quality, delivery, and support . Must have excellent interpersonal and organization skills with the ability to communicate effectively with both technical and functional customers . Perform incident and problem management activities, including working closely with technology and business stakeholders to provide innovative and tactical solutions to issues as well as improving the performance of our applications and processes this will include managing major incidents, performing post incident reviews, and coordinating with our various Third-party suppliers . Lead planning and execution timelines/activities of various major releases and critical changes into Production and DR environments in collaboration with our development and technology support teams this will include creating & managing change requests in accordance with Barclays Change Management standards . Independently identify repetitive or time-consuming processes that can be automated, especially where they benefit multiple business areas, and deliver a sustainable solution that capable of using in other areas as needed. . Creation of required knowledge base documentation required to support applications, including appropriate sign-off where required . Coordination of various support activities across the global team, including handover of issues, knowledge sharing, training, and collaboration on strategic projects . Key Support processes - Effective and efficient management of Incident, Problem, Change, Capacity, Continuity, Availability, Asset & Configuration, knowledge, Service Level Management and Vendor Management. . Off-hours on-call support will be required for this role on a rotational basis . Work closely with the wider global HR technology and downstream teams to ensure best utilisation of resource and allocation of BAU work. . Contribute to building Knowledge base and overall good health of the application. . Implement and adhere to ITIL standards across the team. L2 (Business aligned) responsibilities: . Serves as a point of contact for support, administration, and maintenance of the ServiceNow platform and associated applications. . Works directly with end users to resolve support issues. . Monitors health, usage, and overall compliance of ServiceNow and its applications. . Develops and implements new configurations and customizations for ServiceNow. Develops system integrations and processes automation within the ServiceNow instance and other Information Services applications. . Coordinates and facilitates application and platform upgrades. . Creates ServiceNow reports and dashboards. . Authors and maintains technical documentation. . Provides updates, status, and completion information to tickets in the work queue regarding current assigned incident and resolution efforts . Provides creative solutions to complex problems by using the out-of-the-box tools available. What we\'re looking for: Personal attributes essential to performing role including competencies, expertise, knowledge, and experience. Skills that will help you in the role: . Experience using the ServiceNow platform. Extensive knowledge of JavaScript, Familiarity with UI, SQL, HTML and CSS, Knowledge of XML, and structural programming concepts, . ITIL awareness - Incident and problem management, stake holder management etc. . Monitoring tool (App Dynamics, Thousand eyes, Aternity, selenium), Dev Ops exposure, Automation experience . Strong oral & written communication skills, effective questioning, and active listening . The ability to work to deadlines and under pressure . Strong work orientation, taking ownership to deliver . Good collaborator . Ability to think \'out of the box\' . Enjoys challenges and strives to Continuously improve the way we work . Up-to-date knowledge of IT and software trends. . Strong customer service ethos. . The ability to collaborate well with people from all backgrounds. . Strong communications skills. . Excellent organizational skills. . The ability to quickly establish good working relationships with stakeholders. Where will you be working Pune Be More at Barclays At Barclays, each day is about being more - as a professional, and as a person. \'Be More @ Barclays\' represents our core promise to all current and future employees. It\'s the characteristic that we want to be associated with as an employer, and at the heart of every employee experience. We empower our colleagues to Be More Globally Connected, working on international projects that improve the way millions of customers handle their finances. Be More Inspired by working alongside the most talented people in the industry, and delivering imaginative new solutions that are redefining the future of finance. Be More Impactful by having the opportunity to work on cutting-edge projects, and Be More Valued for who you are. Interested and want to know more about Barclays Visit home.barclays/who-we-are/ for more details. Purpose, Values and Mindset We deploy finance responsibly to support people and businesses, acting with empathy and integrity, championing innovation and sustainability, for the common good and the long term. Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship. Respect We harness the power of diversity and inclusion in our business, trust those we work with, and value everyone\'s contribution. Integrity We operate with honesty, transparency, and fairness in all we do. Service We act with empathy and humility, putting the people and businesses we serve at the centre of what we do. Excellence We champion innovation, and use our energy, expertise, and resources to make a positive difference. Stewardship We prize sustainability and are passionate about leaving things better than we found them. Our Mindset shapes how we take action, living by our Values, driven by our Purpose, always with our customers and clients at the heart of what we do our Mindset is to Empower, Challenge and Drive. Empower Trust and support each other to deliver. Make decisions with those closest to the topic. Include diverse perspectives. Celebrate success and learn from failure. Challenge Question whether things can be done better. Use insights based on data to inform decisions. Be curious about how we can adapt and improve. Speak up and be open to alternative viewpoints. Drive Focus on outcomes. Deliver with pace. Be passionate and ambitious about what we do. Take personal responsibility. Actively build collaborative relationships to get things done. #Change Delivery and Service Management

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