Application Engineer

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Liverpool, GB, L3 1NW London, GB, EC2V 7QN Glasgow, GB, G2 1EH

Date: 29 Apr 2025

Rathbones provides individual investment and wealth management services for private clients, charities, trustees, and professional partners. We have been trusted for generations to manage and preserve our clients' wealth.

Our tradition of investing and acting responsibly has been with us from the beginning and continues to lead us forward. Our ambition is to be recognised as the UK's most responsible wealth manager.

We see it as our responsibility to invest for everyone's tomorrow. That means doing the right thing for our clients and for others too. Keeping the future in mind when we make decisions today. Looking beyond the short term for the most sustainable outcome. This is how we build enduring value for our clients, make a wider contribution to society, and create a lasting legacy. Thinking, acting, and investing responsibly.

The Role

Purpose: Ensure the firm has sustainable, secure, and resilient services. Applications are proactively monitored, managed, and delivered within SLA, and change delivery is supported effectively. Salesforce focus.

Outcomes of the Role

• Responsible for effective and efficient day-to-day operation of the systems within agreed service levels and for ensuring the continuous improvement of the application suite.
• Support the approved Rathbones Change Portfolio by delivering projects to ensure services are robustly designed, validated, and transitioned to BAU effectively.
• Contribute to the relationship with strategic suppliers of the systems under the remit of the team and be accountable for the effective management of these relationships.
• Prioritize incidents according to their urgency and severity on the business.
• Deal with incidents in a professional and courteous manner via any number of points of contact, including telephone, email, and MS Teams.
• Provide SME knowledge and input to the definition, design, and delivery stages of change.
• Take ownership of incidents and manage through to resolution from point of contact, proactively keeping the customer informed of progress.
• Responsible for proactive trend analysis to input into Problem Management processes to continue reducing the volume of incidents impacting colleagues.
• Work collaboratively within your team and across the wider IT function to ensure IT operates effectively within the COO function, delivering service excellence for Rathbones as a group.
• Contribute to ensuring that IT's vision to be "the firm's Technology partner - providing sustainable services that enable the business strategy" is delivered, within the operating and design principles agreed.
• Validate the classification of incidents, adjusting the priority and impact where necessary in consultation with the relevant Service Subject Matter Expert to ensure effective management of incidents and service requests.
• Responsible for the current Business Applications, ensuring they are used in the most appropriate way to support the business, using resources optimally whilst minimizing operational interruptions.
• Operate systems in alignment with company and IT policies.
• Provide guidance and oversight on IT initiatives and CSIs and assist in driving a continuous improvement culture within the team and across the wider IT department.
• Support shift roster to ensure the function is appropriately resourced.

Knowledge, Skills, and Experience

• Ability to work under pressure as well as result-oriented.
• Analytical thinker with strong troubleshooting and problem-solving skills.
• Strong foundation skills in relation to operating and maintaining a range of technical systems.
• Strong written skills required to produce documentation that is concise and accurate.
• Excellent verbal communication skills with the ability to communicate with a varying level of stakeholders both IT and business to develop strong professional relationships.
• Strong service focus, looking to increase benefit to internal customers and clients through service excellence.
• A proactive and structured approach to continuous improvement.
• A structured approach to problem solving and issue resolution.
• Excellent organizational and administrative skills.
• An understanding of the wider technology and application landscape, including cloud infrastructures and emerging technologies.
• Team working - actively seek to build constructive relationships with other teams & colleagues and develop trust and respect.
• Results driven - completes what is started (on-time, to quality, and within budget).
• Acts with integrity, sets high standards for themselves to influence a culture of high expectation and performance.
• Able to flex approach/style.
• Must be a self-starter, a team player, and be able to multi-task in a fast-paced environment.
• Strong foundation skills in relation to operating, maintaining, and/or designing a range of applications.
• Strong service focus, looking to increase benefit to internal customers and clients through service excellence.
• A proactive and structured approach to continuous improvement.
• A structured approach to problem solving and issue resolution.

Life at Rathbones

We aim to become an employer of choice for the wealth management sector. To achieve this, we are working hard to build a diverse, equal, and inclusive workplace that motivates, develops, and embraces the strengths of all our colleagues. Being part of Rathbones means you will join a team of passionate professionals in a successful culture that cares for its people. At Rathbones, we provide meaningful work, opportunities, and a voice to all.

We are committed to building a team that is made up of diverse skills, experiences, and abilities and encourage applications from all backgrounds. We welcome individuals who share our values - those that are passionate about client service, operate with the highest levels of integrity, and have a strong results focus.