Application Support Analyst

Social network you want to login/join with: The Application Support team provides comprehensive front-line support for all applications to the trading business ensuring best practise is applied to system support, upgrades, testing and procedures. The team has a broad range of complementary skill sets and is dynamic yet highly disciplined in its approach. As one of the interfaces between the business and the various IT departments, an understanding of the business context in which the trading applications are deployed is of paramount importance. Position purpose To provide support of both in-house and vendor supplied applications. The role will work closely with our core functions area. Main responsibilities Define and implement team processes to handle all support activities including the provision of up-to-date documentation. Diagnose and resolve day-to-day live system incidents across a range of systems including both internally developed and vendor supplied applications. Effectively record and monitor progress of all incidents and service requests raised into the central ITSM tools, providing timely feedback to the business and stakeholders as required. Collaborate with relevant teams to plan, test and implement on-going enhancements to systems Operate within a change-controlled environment through the creation of thorough deployment plans and presentation of business and technical changes to the change board. Liaise with other support/development teams to resolve cross-system issues. Monitor the availability, performance and throughput of supported applications. Share knowledge and expertise with others, coaching and supporting team members as required. Experience required Evident systems analysis skills ideally garnered within an energy, commodity or similar trading environment. Experience on a support desk responsible for front and/or middle and/or back-office production applications. Understanding of the trade lifecycle (ideally coupled with knowledge of the downstream technical and business processes). Able to manage incidents and service requests while providing timely status updates to users. Experience of a trading-based service delivery environment. Communication with the business and third-party vendors tracking delivery of vendor support and solutions and ensuring they meet SLA’s. Experience in trading and risk management systems for commodities covering front to back-office is highly desirable. Technical requirements Experience in diagnosing application problems in a Windows Server and Windows 7/10 environment. Must evidence skills in SQL Server (2005 upwards) and/or Oracle (10G on) Knowledge of a scripting language (e.g. PowerShell) and/or proficiency with Excel/VBA would also be advantageous. Knowledge of ITIL is preferred: completion of the ITIL Foundation course will be required within 6 months if not already attained. Exposure to MS BI Suite of SSIS (SQL Server Integration Services), SSRS (SQL Server Reporting Services) and SSAS (SQL Server Analysis Services) would also be advantageous. Some experience of one or more of the following applications is desirable and indicative of the right type of experience: Trayport GlobalVision/Joule, Infor SUN, Misys/Finastra OPICS, Updata, CubeLogic, Wolters Kluwer OneSumX, GMSL ENOM/CodeRunner/EuroRunner, Speedwell SWS. Person specification Excellent communication and interpersonal skills, with an ability to communicate effectively and professionally. Structured, systematic and analytical in approach with a problem-solving mentality. Customer focused, and goal orientated with keen attention to detail. Adept at working with challenging users in a fast-paced trading floor environment. Have a broad understanding of the business context of the systems in use. Willingness to learn new technologies and maintain industry knowledge. Able to communicate technical information in a clear and understandable manner to non-technical stakeholders. Good understanding and appreciation of change control processes. Open to new ideas and change initiatives, with an ability to modify the current approach in the face of new demands. Proven ability in effective time management. Able to work flexible hours as requested. Proactive and positive approach to work. Hours of work: 40 hours per week with variable start (07:00 – 09:00) plus additional paid out of hours support rota duties #J-18808-Ljbffr