Business Application Support Analyst

Job Title:

Contract Type:

Time Type:

Job Description:

The Business Application Support Analyst will be dealing with end-user issues/queries and the primary role will be to provide business analysis and 2nd level functional and technical support to business users in Geneva/London/Tallinn and globally. The focus will be on business-critical applications, trading systems covering a variety of energy commodities.  Will be an extension of the Business Applications Support Team and work closely with the teams such as Business Analysts, DBAs and Development teams on user issues escalation and requests

Main Responsibilities

• Provide direct 2nd Level support within the agreed Service Level Agreement (SLA) to local users, also with the use of telephone and other collaborative tools, such as VC and video phones, email and instant messaging.

• Ensure all incoming incidents/calls are logged, responded to and attention to detail, escalated and closed in a timely manner (as per SLA), using Gunvor’s service management tool based on Service Now.

• Provide technical support to Front-Office and other post-trade users, incl data manipulation, extracts, generate reports, etc; based on the company’s development standards.

• Continually seek opportunities to increase customer satisfaction and deepen client relationships in a service-oriented manner.

• Ensure that sufficient accurate information is contained within incident reports to promote the development of the ICT Knowledge Base (included in the Service-Now Service Management tool) and increase incident resolution rate.

• Be responsible for the monitoring to resolution and timely escalation where necessary, of relevant incidents and requests.

• In a proactive manner, ensure that correct resolutions are found and where not possible, escalate to appropriate Resolution Groups in addressing incidents in a timely manner.

• Ensure the users/requestors are regularly updated on their calls/requests until closure.

• Escalate any complaints or potential issues to the Business Applications Support Manager.

• Contribute and assist when required on the compilation of Test Plans, execution of systems testing and configuration of automated testing tools.

• Manage client expectations effectively.

• Will have good understanding and follow the ITIL based, service management processes.

• Should understand and adhere to standards, SLAs and policies, which must be followed and guide users accordingly.

Profile

• Formal education, ideally at University level or equivalent level of certification and experience.

• Minimum 2-4 years min. support/analysis function role

• 1-2 years’ experience in Commodity Trading environment

• Fluent in English (spoken and written)

• Previous hands-on experience on functional support for CTRM/ETRM software (physical & financial/paper), and full understanding of the physical trading life cycle and related processes

• Experience of providing excellent customer service to front office and post-trade departments.

• Excellent interpersonal skills & communication, able to communicate technical solutions to non-technical users, in a multi cultured working environment and able to cope in difficult/stressful situations in a serviced oriented manner

• Previous experience in conducting application software testing and guiding users through UAT

• Good understanding of database design, able to use SQL and creating reports

• General skills on ICT technologies, Including excellent knowledge of MS-Office, particularly Excel and related packages

• Knowledge of any market data/news feeds, commodity exchanges e.g. Bloomberg, Trayport, ICE, etc…

• Technical knowledge of applications and database design/development techniques

• Knowledge of BI tools

• Team player with ability to exercise flexibility, demonstrate initiative for ensure the business support needs are met in a proactive manner with minimum supervision

• Strong problem-solving and troubleshooting skills, demonstrate service-oriented approach, an understanding of the customer’s business needs and be able to achieve and maintain high customer satisfaction rating

• Be self-motivated, creative and highly organized, proactive

If you think the open position you see is right for you, we encourage you to apply!

Our people make all the difference in our success.