Application Support Analyst

5 days ago

Singapore SmartStream Full time

**Description**
- Open Date:

- Close Date:

- Application Support Analyst
- Salary up to $79,800 SGD dependent on experience
- Office Based Singapore role- 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.

**Responsibilities**:

- Provide 1st & 2nd level customer support, by interpreting customer queries and problems, gathering information to investigate via phone or remote access, debug, replicate, test, document results, writing and changing documentation when required.
- Ensure all support issues are fully logged and documented on the Dynamics 365 incident management system, and ensure 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 document to support standards, and investigate through to successful resolution a high level of support calls, and ensure customer satisfaction is achieved and maintained at all times.
- May be required to attend customer sites occasionally, as and when required.
- Provide material and input into the global Support Knowledge Base to enable analysts and customers alike to remain fully informed of the latest product developments and issues.

**Key Skills**
- Analytic problem solving skills and IT background.
- Reasonable knowledge of Unix.
- Reasonable knowledge of Windows and Client Server.
- Reasonable knowledge of SQL to form database queries to progress support call investigations.
- Reasonable knowledge of RDBMS, with experience of Oracle or MS SQLServer. - eg:

- understands indexing, standard database management and optimisation requirements, backup and recovery etc.

**Desirable Skills**
- Knowledge of banking/back office environments.
- Any European language skills an advantage.

**Qualifications**
- Key qualifications in computing would be desirable but are not essential if there is evidence of experience.

**Experience**
- Proven customer support experience and excellent telephone manner.
- Experience of call logging systems e.g. Dynamics 365.

**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

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