Business Application Support - SCA Administrator

Role Profile Job Title: Business Application Support Administrator Division/Function: State Claims Agency Reports to: Senior Application Support Team Lead Job Family: Operations Career Stream: Business Support Career Zone: Administrative Roles Contract Type: 12 month fixed term (Reviewed after 12 months) **Closing Date for Applications: 20th October 2024** Summary of the Business The National Treasury Management Agency (NTMA) provides asset and liability management services to the Irish Government. It has evolved from a single function agency managing the National Debt to a manager of a complex portfolio of public assets and liabilities. Businesses managed by the NTMA include borrowing for the Exchequer and the management of the National Debt, the State Claims Agency, the New Economy and Recovery Authority ("NewERA"), the Ireland Strategic Investment Fund, National Development Finance Agency and the NTMA Future Ireland Funds business unit with responsibility for the management of the Future Ireland Fund and Infrastructure, Climate and Nature Fund. The NTMA also assigns staff to the National Asset Management Agency, the Strategic Banking Corporation of Ireland (SBCI) and Home Building Finance Ireland (HBFI). The National Treasury Management Agency (NTMA) is known as the State Claims Agency (SCA) when managing personal injury and third-party property damage claims against the State and Delegated State Authorities (DSAs) and in providing related risk management services. The SCA provides claims and risk management services through two State indemnity schemes. See for further details. Working at the NTMA offers excellent benefits including: Hybrid work options An extensive wellbeing programme. A diverse range of initiatives: LGBT+, Gender Matters, Disability Awareness, International & Multicultural Awareness Team (IMAT), Sports & Social, Volunteering and lots more Excellent learning and development opportunities that allow for full career development within the organisation. Reimbursement of annual professional membership fees Career average defined benefit pension scheme Role Summary Reporting to the Senior Application Support Team Lead, the successful candidate will support our internal and external clients for all our business applications to a high and professional standard. A key component of this role will be the analysis and resolution of owned queries in a timely and transparent manner. Principal Accountabilities Become point of contact to SCA users and client queries via phone and email. Be accountable for the life cycle of SCA issues and requests. Provide helpful, transparent, accurate and friendly support. Ensure knowledgeable and professional advice to aid in resolving business application issues. Troubleshoot, resolve and escalate requests as required. Liaise with the NTMA IT department and external service providers (vendors) to ensure issues and requests are dealt with in a timely manner. Log and monitor all requests through the Support Helpdesk software to ensure any urgent internal or external queries are acted on immediately. Support the business needs to meet and exceed SLAs. Proactively follow the escalation of incidents and problems. Communicate updates to affected parties and management in a timely fashion. Proactively suggest potential improvements in procedures and technologies through day-to-day work and feedback from our clients. Contribute to processes and procedures development relating to the Operations department. Manage user access and security requests in-line with best practices. Business user and other stakeholder liaison. Concise and timely status reporting. Support and own new business change requests when necessary. Knowledge In order to be considered for this position candidates must have: A third level qualification and/or 3+ years' experience in a related role The following is desirable: ITIL qualification within the ITSM area (e.g. Incident, Problem & Change Management). Project Management - Ability to contribute, test and support new application developments. DMS (Document Management System) and Tableau skills. Skills Communication - ensuring the business is kept up to speed with the service and resolution of all problems and incidents. Experience supporting technical issues for clients is a requirement. Problem Solving - ability to troubleshoot and use initiative to solve complex issues. Teamwork - A strong team player is essential. Can exercise discretion in handling confidential and sensitive information. Proven ability to support technical queries from our clients. Ability to learn new technologies through own initiative and formal training. If an appointee has previously been employed in the Civil or Public Service and that appointee is entitled to or in receipt of a pension from the Civil or Public Service or where a Civil/Public Service pension comes into payment during the appointee's re-employment that pension will be subject to abatement in accordance with Section 52 of the Public Service Pensions (Single Scheme and other Provisions) Act 2012. Please note: In applying for this position, you are acknowledging that you understand that the abatement provisions, where relevant, will apply. It is not envisaged that the employing Department/Office/Body will support an application for an abatement waiver in respect of appointments to this position. Applicants will be required to complete a Pre employment declaration to confirm whether they have previously availed of a Public sector pension scheme. To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process click the Continue to Application or Login/Register to apply button below.