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Job details

 

Vacancy IT
Post London, Front Office Systems Support Analyst REC559
Location London
Country United Kingdom
Post Number REC559

 

Job Title:

Front Office Systems Support Analyst

 

Main purpose of Job:

 

To be part of the support team that provides the first point of contact for global user queries & requests relating to the in house and external IT systems managed within Front Office Systems area.

To analyse issues and queries & to manage them to a resolution.

The role demands the ability to understand complex concepts quickly, learn and retain a large amount of information about the systems and processes.

It requires someone who is organised, conscientious and careful, but able to work in a high-pressured environment, dealing with a range of high priority issues.

 

Responsibility:

 

Support

  • Provide first-line and second-line support to Front Office Systems users:
  • Handling user queries and problems
  • Ensuring systems are fully operational
  • Providing advice to users on functionality
  • Provide third-line support;
  • Logging issues with the software provider
  • Passing problems to appropriate other resources and following up on responses
  • Ensuring fixes and workarounds are provided from the software provider within SLA agreements
  • Monitor, coordinate, and communicate progress on the resolution of issues
  • Provide basic training to users and identify recurring training needs / system issues and flag to the relevant team
  • Maintain system data such as quotes, holiday schedules, user accounts and permissions
  • Work with the team to improve and document processes used to resolve recurring issues

 

Release management

  • Verification of software release information from software provider
  • Testing of software releases, ensuring code fixes function correctly
  • Support the Release Management to live servers; liaising with infrastructure team and users
  • Communication of new functionality to users

 

Other

  • Training of new users
  • Working with software provider to improve testing and problem handling processes
  • Flexibility on working hours is essential

 

Key Relationships:

  • Front Office Systems team (development and analysis)
  • Deals Desk users

Reporting Structure

  • Front Office Systems Support Team Lead

 

Person:

 

Knowledge & Skill:

Necessary

  • Educated to degree level (2:1 level or equivalent) in a numerate subject
  • Circa 1-2 years IT application support experience, to include some of:
    • Handling queries from users
    • Basic understanding of Release Management
    • Responsibility for live systems
    • Exposure to problem tracking systems
  • Testing of code fixesTechnical knowledge to include:
    • Basic SQL
    • Basic IT architecture understanding
    • Database structures
    • Basic XML

Preferred

  • Trading systems experience
  • Experience of dealing with software systems users
  • Experience of dealing with third party software suppliers

 

How to apply:

To apply for this Job please send your CV and a cover letter, stipulating which job you are applying for to the following email: hrjobs@trafigura.com

 

Please include the reference number and job title of the role you are applying to in the subject line of the email.