Application Support Analyst

Job description

Environment

To provide 2 nd level Application Support for the AS400/GMI application. Working within a global organization. The successful candidate will need to be energetic, hardworking and willing to take full ownership of issues that arise; ensuring issues are resolved from start to finish. You will be working on tier 1 application and must be able to think quickly and deal with pressure at all times.UNDERSTANDING OF THE AS400/GMI APPLICATIONAND EXPERIENCE IS A MUST!

Mission

Tasks:

·  Troubleshooting/Resolving Application issues
·  Following escalation processes, incident and problem management of issues at all times
·  Create and keep documentation current on all applications supported.
·  Understanding and working with internal partners on improving processes and making applications reliable.
·  Understanding end to end management of specific projects (if applicable)
·  Transfer of knowledge to the rest of the team at all times to ensure follow the sun support
·  Liaising with other branches in EMEA/NA/APAC to improve teamwork
·  Some out of hours support may be necessary, including weekends. (maybe short notice)
·  Creating daily issue tickets and populating with all required info including resolution steps
·  Creating and maintaining all incident/problem tickets
·  Other duties and/or projects, as assigned
·  Ability to communicate issues/ resolutions with internal partners, showing proper customer service skills (define expectations of customer service skills as professionalism, courtesy, understanding of issue, teamwork, etc.)
·  Ability to work with IT partners on issues and resolutions. Pressing for improvements and resolution updates.

Desired profile

Profile

Skills:

·  Solid knowledge of AS400/GMI is a MUST, custom programing is a plus
·  Knowledge of clearing systems/market technology
·  Troubleshooting skills
Experience:

·  Minimum 3 years' experience within an application support role
·  Familiarity with “Follow the Sun” methodology in a global environment
·  Experience of working in the financial markets
·  Experience working with a high pressure environment
·  Solid support experience
Required/must have:
• Proactive and results oriented, sets high standards of performance
• Client focused, identifies and anticipates client requirements
• Staff development, promotes knowledge sharing and learning
• Detail-oriented and well organized, ability to multi tasks and prioritize
• Excellent written and verbal communication skills.
• Cooperative promotes collaborating within and across teams.
• Strong analytical skills, follow-up capability and problem solving ability.
• Flexible and adaptable to a changing environment.
• Must be passionate, determined, and have intellectual curiosity
• Must have the ability and desire to work collaboratively
• Must have a thorough understanding of what client service is and a strong commitment to ensure they provide solid client service

·  Ability to work under pressure and think quick
·  ITIL Certification