Application Support Analyst (London)

Application Support Analyst (London)______

Role Purpose

The person in this role will occupy a key position within Calastone as our client base and product range expands. This role will have specific accountability for Calastone’s production technology systems, for the on-boarding of clients and for the support of the QA team in testing of new code to enable new products, functionality and clients.

Key Responsibilities

• Proactively monitor the production services.
• Provide first line support to Calastone’s customers.
• Assist in the creation of a knowledge base to mitigate the number of escalations to the second line team.
• Work with the Client Delivery team to ensure that they have satisfied all pre-production checks/tests before they are released into production.
• Work with the QA team on a rotational basis to assist with quality assurance cycles and to obtain pre-release knowledge of new releases.
• Work closely with internal project staff to ensure that all production requirements are flagged and dealt with during customer on-boarding, ensuring smooth transition into production and to enhance the customer’s perception and experience of the Calastone service.
• Work with, and communicate to, all customers and internal technical staff during implementations.
• Deal with service incidents that arise and work to achieve a positive outcome in the shortest possible timeframe.
• Maintain Calastone’s reputation for high-quality service support and delivery.
• Contribute to all aspects of general business improvement.

Required Knowledge & Experience

• Good technical background. Most desirable is experience of databases/SQL (ability to create and run own queries), MQ (any variant), SWIFT, ISO15022, ISO20022, FIX, XML, messaging authentication/ certification techniques and secure FTP environments.
• Application support and operations in a client facing, financial environment.
• Experience of project delivery life-cycles, in accordance with industry best practice.
• Knowledge of ITIL is beneficial.
• Knowledge of Salesforce is an advantage.
• Business Level written and spoken English and Italian skills essential, Spanish language would be an additional asset.

Person Specification

• Ability to stay calm and focused under pressure and able to positively direct customers, colleagues and service partners when resolving service issues.
• Team player in multi-disciplined environment.
• Strong work ethic and entrepreneurial approach.
• Passionate about quality and ‘getting it right’.
• Highest levels of professionalism, honesty and integrity.
• Willing to pursue a problem through to root cause identification.
• Balanced individual able to critically appraise own strengths and weaknesses.
• An example setter by deed as well as words.
• Needs to be able to hold their corner and to be able to deal with a spirited work environment.
• Flexible attitude and willingness to work alternative shift pattern, including night shift, should that be necessary (especially during training period).

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