Integration Support Analyst

**Overview**

Technology and Innovation is responsible for ensuring the effective and efficient operational delivery of technology services across Link Group’s business units.

The role will also require adherence to Link Group’s implementation of the ITIL framework, development methodologies and processes to improve business outcomes from the development teams. Work with Technical Leads to continuously improve customer experience. Work to achieve established service levels between areas and Identify opportunity for continuous improvement within the Team. Adhere to published processes and procedures and recommend enhancements where appropriate.

The role will also aim to proactively monitor availability, performance and capacity of the web environment with assistance of Integrate monitoring tools available and service management tool. On top of the BAU tasks it is also required to identify and provide improvements as direct cost savings or indirect in the form of process efficiencies.

This role also requires being in an on call roster whereby the Integration Support Analyst may be for urgent incidents.

**Key Accountabilities and Main Responsibilities**
- The Support analyst will have knowledge of the Microsoft and MULE development stack and may have had previous development experience
- The role also requires strong analytical and problem solving capability, programming skills, attention to detail, good time management skills and knowledge of financial systems would be a benefit
- Application patching, maintenance and upgrade
- High-level inputs in executing design plan.
- Provide training to the IT support teams on supported tools and environments
- Identify, take on and deliver new initiatives in the team
- Identify, collect requirements, develop workflows to automate Business/IT processes
- Reviewing and updating relevant documentation
- Raising security issues and breaches to Team Leader
- Report to Management of any issues that may impact the Business
- Monitoring service levels for Incidents and Requests and implementing improvement programs to achieve objectives.
- Identify continuous improvement opportunities to strengthen organisational processes and practices.
- Ensuring incidents, Problems and Requests are resolved within SLA or escalated to appropriate Support team
- Work with the Business to understand pain points are assist to resolve
- Pre-release testing
- Error management and resolution
- Ensure all errors/issues are documented and seen through to resolution and release within agreed timeframes
- Maintain awareness and champion ITIL best practices
- Adhere to all Link Groups standards, policies and procedures
- Involvement in spec review of new projects to ensure compatibility with present functionality;
- Liaise with projects teams for smooth transition from project development and deployment into support.
- Identification of process improvement and workflows to reduce call outs
- Provide 24*7 support

**Experience & Personal Attributes**
- Over 2 years development or support experience in an IT environment;
- Experience with the following technologies:

- API Development - RESTful and SOAP
- Identity Management - Okta & IdentityServer4
- Cloud Services - MS Azure (APIM, Service Fabric, Function App and Account Storage).
- Development Frameworks - ASP.NET 2.0, 3.5, MS Ajax, WCF
- Runtimes - Mulesoft Runtime & CloudHub, IIS
- Programming Languages - C# & Java
- Shell Scripting - Powershell (desirable)
- Ci/Cd - TFS, GIT, Azure DevOps, Octopus Deploy (desirable)
- DBMS - MsSql and Oracle (desirable)
- Experience in MS Dynamics - CRM

Desired
- Strong computer literacy and technical inclination.
- Experience in Release Coordination, IT Change and Project Coordination

Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.

Our continued investment in our proprietary technology platforms allows us to automate wealth management workflows, manage large consumer and member bases, and provide insights through predictive analytics.

By focussing on product and service innovation, our Technology division has evolved to become an innovative provider of solutions, identifying and anticipating the needs of clients across Link Group.

Link Group is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various t