Provides first line support for user queries on Quilter technology products, applications functionality, and data within the assigned business area.
Provides support for third-party products and in-house developed applications including configuration, data, intraday and overnight batch monitoring.
Troubleshoots and supports system issues as and when they arise, tracking and monitoring.
Tracks incidents and requests ensuring service delivery meets Quilter business unit requirements.
Conducts research in response to inquiries using available information resources and identifies solutions to potential issues or redirects issue to the appropriate resource.
Uses best practices and frameworks such as ITIL while working on Incident and Problem management.
Supports execution of integrations to other applications.
Provides support during office and out of hours for assigned projects and tasks as required.
Develops and maintains documentation of system configuration and operational procedures.
Creates, maintains and communicates procedural guides and knowledge base articles for team and customer use.
Assists project/change teams with ad-hoc work as required.
Partners with the assigned business area to understand new technology scope and its alignment with any new functionality and security.
Develops and maintains awareness of divisional and data security and complies with policies and procedures.
Configures and maintains platform components.
Ensures configuration implementations adhere to specifications, aligning with product design, regulatory requirements, and operational best practices.
Follows change and version management best practices, always ensuring a high degree of control over live and development configuration states.
Works with platform vendors to manage and migrate configuration changes across development, test and production environments.
Performs unit testing and provides configuration-related support for integration, non-functional and user acceptance testing (UAT).
Validates configuration outcomes against business requirements and expected client behaviour.
Works closely with Business Analysts and vendors to identify, record, triage and resolve defects.
When required, works collaboratively in dynamic and geographically dispersed delivery teams, embracing rapidly evolving requirements and product features, and agile ways of working.
Participates when needed in workshops with internal stakeholders, supporting the Business Analysts to clarify requirements and propose appropriate configuration‑based solutions.
Contributes to the team’s development of implementation plans, configuration timelines, and delivery milestones.
Produces and maintains clear product documentation, including:
Implementation design documents
Detailed configuration specifications and data dictionaries
Change impact assessments
Operational and support guides
Makes sure that configuration documentation is consistently updated and described with precise detail and accuracy.
Supports knowledge transfer to other members of the product team, avoiding or resolving key person dependencies, and where required provides expertise to other programme and operational teams.
Embodies a spirit of continuous improvement, working positively with the rest of the team to incrementally develop all aspects of product support practice.
Identifies opportunities to standardise and optimise configurations to improve scalability, reduce complexity, and support team resiliency.
Strives to improve the adviser and customer experience, increase productivity and drive efficiencies through optimal configuration design.
Provides input on product limitations, enhancement opportunities, and recurring needs, as an input to the team’s product improvement backlog, helping to represent these opportunities and needs to vendors.
Stays informed on wealth management industry trends, regulatory developments, and platform capabilities.
Requirements
A strong understanding of wealth management concepts, processes, and operations.
Deep hands-on experience in data capture, workflow, and/or document production configuration on large scale CRM platform implementations (e.g. Salesforce, MS Dynamics), ideally within the wealth management sector and in a cloud-based/SaaS environment.
Experience working collaboratively with Business Analysts to ensure simultaneous and consistent delivery of both detailed configuration specifications and configuration assets in technology platforms.
Shows great care in maintaining accuracy and data integrity, consistently paying close attention to details.
An appreciation of the importance of delivering a high-quality user experience in CRM-type platform configuration.
Wealth management product support experience (especially Advice CRM platforms) or general experience with wealth management or other financial services platforms (desirable).
Experience working in fast-paced and agile but change‑controlled environments with multiple stakeholders (desirable).
Experience supporting large‑scale third party platform implementations (desirable).
Demonstrated capability and commitment to perform effectively in both high-pressure change delivery environments and product support positions (desirable).
Familiarity with regulatory concepts affecting wealth management (e.g. FCA requirements, MiFID II, suitability, reporting) (desirable).
System testing experience (desirable).
Tech Stack
Cloud
Benefits
Holiday: 182 hours (26 days)
Quilter Incentive Scheme: All employees are eligible to participate in incentive scheme, to incentivise business performance and their contribution.
Pension Scheme: A non-contributory company pension scheme that can be boosted through personal contributions.
Private Medical Insurance: Single cover as standard with options to increase cover to include your partner or children.
Life Assurance: 4x your salary.
Income Protection: 75% of salary, less state benefits, payable after 26 weeks of absence.
Healthcare Cash Plan: Jersey employees only
In addition to our core benefits, we offer a range of flexible benefits to UK employees that you can choose from and pay for conveniently via a salary deduction.