Job Description
Support the State Claims Agency's business applications to a high and professional standard, providing timely and transparent resolution of queries and issues.
The National Treasury Management Agency (NTMA) provides asset and liability management services to the Irish Government, managing a complex portfolio of public assets and liabilities.
The 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).
The SCA provides claims and risk management services through two State indemnity schemes.
Working at the NTMA offers excellent benefits, including hybrid work options, an extensive wellbeing programme, and a diverse range of initiatives.
Reporting to the Senior Application Support Team Lead, the successful candidate will support internal and external clients for all business applications.
The role involves becoming the point of contact for SCA users and client queries, providing knowledgeable and professional advice to aid in resolving business application issues.
- Become the point of contact for 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 to ensure issues and requests are dealt with in a timely manner.
- Log and monitor all requests through the Support Helpdesk software.
- 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.
- 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.
The ideal candidate will have a third level qualification and/or 3+ years' experience in a related role, with ITIL qualification and/or Project Management experience desirable.
The successful candidate will have excellent communication and problem-solving skills, with the ability to exercise discretion in handling confidential and sensitive information.
The role requires a strong team player with the ability to learn new technologies through own initiative and formal training.