Application Support Analyst

Overview

Our client, a premier worldwide group of independent financial service providers, is seeking an Application Support Analyst. This role is a key technical and business-oriented position within the IT Group, responsible for supporting global business units that serve elite hedge funds, private equity firms, and institutional banks. The ideal candidate will bridge the gap between technical infrastructure and business operations, ensuring high availability and performance of critical financial applications.

Key Responsibilities

Technical Support & Issue Resolution

• 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.

Lifecycle Management & Testing

• 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.

Business Liaison & Stakeholder Management

• 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 & Experience

• 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.

Technical Skills & Tools

• 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.

Core Competencies

• 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.