Application Support Analyst

Overview

The ideal candidate will bridge the gap between technical infrastructure and business operations, ensuring high availability and performance of critical financial applications.

Key Responsibilities

• Incident Management: Administer and resolve complex support requests from global application users via the Service Desk ticketing system, ensuring adherence to Service Level Agreements (SLAs).
• Troubleshooting: Identify, solve, or escalate technical issues to senior technical groups or third-party software vendors.
• Client Infrastructure: Oversee the installation of client components on user machines and resolve associated technical hardware or software conflicts.
• System Performance: Assist in identifying and providing data-driven information to troubleshoot application performance and latency issues.

• Release Coordination: Participate in the testing and release process for new applications and system upgrades in collaboration with various business units.
• Product Evolution: Engage in technical discussions regarding new functionality or version upgrades to ensure seamless integration with existing workflows.
• Documentation: Assist in the creation and maintenance of comprehensive user documentation, knowledge base articles, and technical guides for supported applications.

• Technical Bridge: Act as a primary liaison between business end-users, internal infrastructure teams (DBAs, Network, DevOps), and external software developers/vendors.
• Functional Expertise: Develop and maintain an "inside-out" working knowledge of specialized business applications across the group's diverse financial divisions.

Requirements

• Education: Bachelor’s Degree in Technology, Computer Science, or equivalent professional experience.
• Professional Tenure: * Minimum of 3 years of experience in Application Support (Helpdesk or similar environments), preferably within the Financial Sector.
• OR Minimum of 2 years of Data Management experience, including developing SQL queries and migrating data for reporting and troubleshooting purposes.
• Technical Environment: Proven experience interacting with infrastructure, DBA, and process development teams, particularly within Microsoft (Dot Net) environments.

• Data Analysis: Proficiency in SQL (extraction and manipulation) and MS Excel (Pivot tables, data import, and presentation).
• Platform Knowledge (Desirable): Experience with Oracle Fusion, Oracle EBS, Box, JIRA, and Confluence.
• Integration: Understanding of system configuration, data flows, and testing methodologies.

• Interpersonal Skills: Demonstrated proficiency in oral and written English, with the ability to communicate technical concepts to non-technical business users.
• Operational Drive: A proactive, mature individual possessing a high degree of initiative and a focus on business-operational outcomes.
• Pressure Management: Ability to organize and prioritize tasks effectively in a fast-paced, high-pressure environment.