Application Support Analyst

Description

Application Support Analyst

Salary up to $77,500 SGD dependent on experience + bonus & excellent benefits

Office Based Singapore role

We have an Application Support Analyst opportunity to provide first and second level support to Smartstream's International Banking/Asset Management customer base, from our Singapore Product Centre. Support is provided on a suite of Financial Front & Back Office client–server and web-based applications in use worldwide, including TLM Reconciliations / Investigations / Cash Management / Corporate Actions / Collateral Management.

Smartstream is a global software and managed services provider that in challenging markets conditions has outpaced its rivals in the financial markets sector, creating an impressive base of more than 1,500 customers. This includes more than 70 of the world's top 100 banks alongside the world's leading asset managers, custodians and broker dealers.

Job Responsibilities

• Provide 1st & 2nd level customer support, by interpreting customer queries and issues, and then gathering information to investigate via phone, email or remote screen sharing

• Perform debugging, replication and testing of issues.

• Document results of all analysis and testing, writing and changing documentation when required.

• Ensure all support issues are fully logged and documented on our ITSM/CRM problem management system, and that all issues are fully managed, including regular customer updates. Analyst must ensure that all issues assigned are fully managed without exception.

• Required to fully adhere to Support standards and investigate issues to resolution, ensuring a high level of customer satisfaction is achieved and maintained at all times.

• Provide material and input into the global Support Intranet site, and the Customer Support Portal on the company product website, to enable analysts and customers alike to remain fully informed of the latest product developments and issues.

• Proactively contribute to the overall Support process by suggesting and executing new process efficiencies

• Review and sign off Support acceptance of new product releases, applications and solutions, performing installation and new functionality review required.

• May be required to attend customer sites occasionally.

• After becoming knowledgeable on the products supported, must be willing to undertake additional overnight/weekend support from home (extra remuneration paid), if required.

• Should be flexible and willing to work early shift (as required) or working on public holidays (days off in lieu), on a rota basis.

Key Skills

• Analytical problem-solving skills and IT background.

• Ability to learn and keep up to date with new applications quickly.

• Reasonable knowledge of Unix (eg:- directory navigation, vi editor, cron etc) and of Windows/Client Server.

• Reasonable knowledge of SQL to form database queries to progress support call investigations.

• Reasonable knowledge of RDBMS, with experience in at least one of Oracle, Sybase, or MS SQL Server (eg:- understands indexing, standard database management and optimisation requirements, backup and recovery)

• Strong Communication Skills (good written & verbal English) & Good Telephone Manner

• Problem Solving

• Customer Service

• Teamwork

• Adaptability

• Results & Quality

• Meticulous and thorough

Desirable Skills

• Interest in and business knowledge of Banking Front, Middle & Back Office environments. Interest/knowledge of Collateral Management, Corporate Actions or Cash Management is a distinct advantage.

• Working knowledge and experience of at least one Web application server (eg:- WildFly, Weblogic, Liberty or JBoss)

• Working knowledge or exposure to containers (eg:- Docker, Kubernettes)

• Need to have a 'can do' attitude to problem management.

• Comfortable in a fast moving SME environment with multiple customers and tasks

• Works well in a busy environment and takes full ownership of application support calls assigned.

Qualifications

• ITIL and Computer Related Degree is desirable

Experience

• Proven customer support experience + strong Communication skills including a good telephone manner.

• Experience of an incident logging system.

• Experience of using MS Dynamics CRM and associated administrative skills

Employment Type

Permanent

Benefits

• 15 days annual leave rising to 22 days after 3 years of service

• Employers' contribution – 'Central Provident Fund' (CPF)

• Medical/Dental insurance plan - for employee and immediate family members

• The opportunity to work with a constantly evolving and expanding 'state-of-the-art' product set exploiting cutting edge technologies

• The opportunity to work within an established, professional team

• Position available immediately

Equality Statement

Smartstream is an equal opportunities employer. We are committed to promoting equality of opportunity and following practices which are free from unfair and unlawful discrimination.