Application Support Analyst

Application Support AnalystThe Application Support Analyst role involves handling end-user issues and inquiries, with primary responsibility for providing business analysis and second-level functional and technical support to business users in Houston and Stamford. The position will focus on supporting business-critical applications, including trading systems across a range of oil and energy commodities. The Application Support Analyst will serve as a key liaison between technical teams, business stakeholders, Business Analysts, and Database Administrators, ensuring the effective and seamless delivery of application support services. Main Responsibilities: Provide direct 2nd Level support within the agreed Service Level Agreement (SLA) to local users, also with the use of telephone and other collaborative tools, such as VC and video phones, email and instant messaging. Ensure all incoming incidents/calls are logged, responded to and attention to detail, escalated and closed in a timely manner (as per SLA), using Gunvor's service management tool based on Freshservice. Provide application support to Front-Office and other post-trade users, including data manipulation, extracts, generation of reports based on the company's development standards. Continually seek opportunities to increase customer satisfaction and deepen client relationships in a service-oriented manner. Act as the primary point of contact for escalations and ensure critical issues are addressed promptly. Ensure that accurate information is contained within incident reports to promote the development of the Application Support Knowledge Base on SharePoint and increase incident resolution rate. In a proactive manner, ensure that correct resolutions are found and where not possible, escalate to appropriate Resolution Groups in addressing incidents in a timely manner. Ensure the users/requestors are regularly updated on their calls/requests until closure. Escalate any complaints or potential issues to the Application Support Manager. Gather feedback from end-users to improve support services and identify opportunities for enhancements. Profile/Key Skills: Bachelor's degree in information technology or computer science. Minimum 2-4 years min. support/analysis function role. 2-4 years' experience in Commodity Trading environment. Previous hands-on experience on functional support for CTRM/ETRM software (physical & financial/paper), and full understanding of the physical trading life cycle and related processes. Experience of providing excellent customer service to front office and post-trade departments. Knowledge of US Power trading business would be a plus. Good understanding of database design, able to use SQL and creating reports. General skills on ICT technologies, Including excellent knowledge of MS-Office, particularly Excel and related packages. Knowledge of any market data/news feeds, commodity exchanges e.g. Bloomberg, Trayport, ICE, etc Technical knowledge of applications and database design/development techniques. Team player with ability to exercise flexibility, demonstrate initiative for ensure the business support needs are met in a proactive manner with minimum supervision. Ability to manage and prioritize multiple tasks in a fast-paced, deadline-driven environment. Strong problem-solving and troubleshooting skills, demonstrate service-oriented approach, an understanding of the customer's business needs and be able to achieve and maintain high customer satisfaction rating. Be self-motivated, creative and highly organized, proactive. Excellent communication and interpersonal skills to interact effectively with both technical and non-technical stakeholders in a multi cultured environment. Fluent in English (spoken and written).