Application Support Analyst

2 days ago

Singapore Trafigura Full time

Main Purpose:

- Providing second line support for user issues
- Ensuring production systems are fully operational
- Responding to user queries in a timely manner and providing advice on the use of the systems
- Raising issues requiring developer/analyst input as appropriate within internal IT teams
- Bringing everyone from different teams into a call to work towards quick resolution
- Maintaining system data such as quotes, holiday schedules, curves
- Identifying and fully document processes used to resolve recurring issues

Knowledge Skills and Abilities, Key Responsibilities:

- Minimum 6 years of experience in IT, with 3-4 years as Application Support Analyst in Commodities Trading domain and environment
- Proficiency in English
- Strong verbal and written communication
- Familiarity with standard support processes such as incident and issue management
- A basic understanding of Release Management
- Responsibility for taking full ownership of any issues reported by business users till complete resolution even if needs to be engaging different teams for resolution
- Exposure to problem tracking systems
- Experience of working in an intense and time critical environment
- Ability to handle customers with different levels of technical and business knowledge
- Understanding of different functions within the business
- Familiarity with the full trade cycle
- Management of new releases through UAT and into the production environment
- Documentation of issues and workarounds
- Process design and implementation

Technical knowledge in below areas:

- SQL
- IT architecture
- Database structures
- XML
- Business Objects
- QlikView

Key Responsibilities- Covering Metal and Energy Support for the region- Working closely with the local team lead and the local technical team- Bringing solutions to help on both a technical and functional level- Reporting to higher management in both IT and Business departments- Providing second line support for user issues- Ensuring production systems are fully operational- Responding to user queries in a timely manner and providing advice on the use of the systems- Raising issues requiring developer/analyst input as appropriate within internal IT teams- Bringing everyone from different teams shortly into call to work towards quick resolution- Maintaining system data such as quotes, holiday schedules, curves- Identifying and fully documenting processes used to resolve recurring issues

Key Relationships and Department Overview:
External : Strategic outsourcing partners

Internal : Technical and Functional partners and stakeholders based in India, Moscow, Geneva, China, Uruguay etc

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