Contract Type: Permanent Location: Edinburgh or Glasgow or Alderley Park (Wilmslow) Working Style: Hybrid - 50% from home / 50% office based The Sonata Application Support Analyst provides specialist incident and problem management support. The role involves being the initial entry point to the Sonata team by triaging and resolving incident and advising on requirements for continuous improvement i.e. to reduce incident volumes. The Sonata Application Support Analyst works closely with the wider Sonata team, wider technology teams, business stakeholders, delivery teams, and external vendors to ensure Sonata remains stable, scalable, and fit for purpose. This is an excellent opportunity for someone who wants to deepen their Sonata knowledge in a multi-skilled team. <h3 style="margin:0.0cm;font-size:16.0pt;font-family:'Arial Black', sans-serif">Key Responsibilities:</h3> Incident and Problem Management <ul style="margin-bottom:8.0pt;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 8.0pt 0.0px;line-height:107%;font-size:12.0pt;font-family:Arial, sans-serif">Resolve incidents within SLAs</li> <li style="margin:0.0cm 0.0cm 8.0pt 0.0px;line-height:107%;font-size:12.0pt;font-family:Arial, sans-serif">Manage problem records effectively</li> <li style="margin:0.0cm 0.0cm 8.0pt 0.0px;line-height:107%;font-size:12.0pt;font-family:Arial, sans-serif">Identify areas for improvement/efficiencies</li> </ul> Monitoring <ul style="margin-bottom:8.0pt;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 8.0pt 0.0px;line-height:107%;font-size:12.0pt;font-family:Arial, sans-serif">Perform daily health checks and work with business stakeholders to resolve issues before they impact the customer</li> <li style="margin:0.0cm 0.0cm 8.0pt 0.0px;line-height:107%;font-size:12.0pt;font-family:Arial, sans-serif">Identify improvements to existing tooling</li> </ul> Service <ul style="margin-bottom:8.0pt;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 8.0pt 0.0px;line-height:107%;font-size:12.0pt;font-family:Arial, sans-serif">Work with wider technology teams to impact assess changes being introduce</li> </ul> Knowledge & Capability Development <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:150%;font-size:12.0pt;font-family:Arial, sans-serif">Maintain Sonata standards, documentation, and knowledge assets</li> </ul> <h3 style="margin:0.0cm;font-size:16.0pt;font-family:'Arial Black', sans-serif">What you will bring to the role:</h3> <h3 style="margin:0.0cm;font-size:16.0pt;font-family:'Arial Black', sans-serif">Technical Skills </h3> <ul style="margin-bottom:8.0pt;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 8.0pt 0.0px;line-height:107%;font-size:12.0pt;font-family:Arial, sans-serif">Knowledge of the Sonata data model would be desirable</li> <li style="margin:0.0cm 0.0cm 8.0pt 0.0px;line-height:107%;font-size:12.0pt;font-family:Arial, sans-serif">Ability to write SQL queries</li> <li style="margin:0.0cm 0.0cm 8.0pt 0.0px;line-height:107%;font-size:12.0pt;font-family:Arial, sans-serif">Knowledge of the Sonata Application or similar including</li> <li style="margin:0.0cm 0.0cm 8.0pt 0.0px;line-height:107%;font-size:12.0pt;font-family:Arial, sans-serif">Ability to diagnose issues</li> </ul> <h3 style="margin:0.0cm;font-size:16.0pt;font-family:'Arial Black', sans-serif">Other Skills</h3> <ul style="margin-bottom:8.0pt;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 8.0pt 0.0px;line-height:107%;font-size:12.0pt;font-family:Arial, sans-serif">Ability to problem solve and troubleshoot</li> <li style="margin:0.0cm 0.0cm 8.0pt 0.0px;line-height:107%;font-size:12.0pt;font-family:Arial, sans-serif">Ability to multitask effectively</li> <li style="margin:0.0cm 0.0cm 8.0pt 0.0px;line-height:107%;font-size:12.0pt;font-family:Arial, sans-serif">Able to remain calm under pressure</li> <li style="margin:0.0cm 0.0cm 8.0pt 0.0px;line-height:107%;font-size:12.0pt;font-family:Arial, sans-serif">Good attention to detail</li> <li style="margin:0.0cm 0.0cm 8.0pt 0.0px;line-height:107%;font-size:12.0pt;font-family:Arial, sans-serif">Can-do attitude</li> <li style="margin:0.0cm 0.0cm 8.0pt 0.0px;line-height:107%;font-size:12.0pt;font-family:Arial, sans-serif">Always striving for continuous improvement</li> </ul> <h3 style="margin:0.0cm;font-size:16.0pt;font-family:'Arial Black', sans-serif">Nice to have</h3> <ul style="margin-bottom:8.0pt;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 8.0pt 0.0px;line-height:107%;font-size:12.0pt;font-family:Arial, sans-serif">Sonata Workflow knowledge</li> <li style="margin:0.0cm 0.0cm 8.0pt 0.0px;line-height:107%;font-size:12.0pt;font-family:Arial, sans-serif">Using testing tools such as SOAPUI or ReadyAPI be able to construct SBS requests</li> <li style="margin:0.0cm 0.0cm 8.0pt 0.0px;line-height:107%;font-size:12.0pt;font-family:Arial, sans-serif">Awareness of agile methodology</li> </ul> <ul style="margin-bottom:8.0pt;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 8.0pt 0.0px;line-height:107%;font-size:12.0pt;font-family:Arial, sans-serif">A wide knowledge of UK Pensions and Isas</li> </ul> If you feel you’d be a great fit for Royal London but don’t meet every requirement, we’d still love to hear from you. Research shows some candidates are less likely to apply unless they meet 100% of the criteria - if you meet most requirements and are keen to learn, we encourage you to apply! <h3 style="margin:0.0cm;font-size:16.0pt;font-family:'Arial Black', sans-serif">About Royal London</h3> We’re the UK’s largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services. Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve. We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance. <h3 style="margin:0.0cm;font-size:16.0pt;font-family:'Arial Black', sans-serif">Inclusion, diversity and belonging</h3> We’re an inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background.

Sonata Application Support Analyst (Edinburgh, GB) @ Royal London Careers

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