Application Support Analyst

Key Responsibilities

• Provide technical, and where possible, functional support for IT Managed applications to investigate and attempt to resolve production issues.
• Log and manage incidents through to resolution, including reporting and regular pro-active communication with end users.
• Where required escalate and ensure tracking and resolution of issues by 3rd line support (internal and 3rd parties)
• Understand the level of service and availability associated with each system (SLA’s) and strive to achieve this
• Ensure releases and changes are adequately managed, are correctly documented and have a sufficient roll back plan.
• Develop production support infrastructure, processes and procedures to improve the quality of service
• Clearly understand levels of support and boundaries of support for new software from delivery projects, ensuring projects provide adequate handover
• Develop and maintain clear documentation explaining how to resolve key software issues, this documentation should be continually refined as the product beds into its production use.
• Manage end of day application processes
• For specific systems, enter approved master data in to system (following business approval).
• Where required provide support in the fail over to disaster recovery environment

Skills, Knowledge and Expertise

• Degree or equivalent qualification in a relevant field preferred
• Understanding of ETRM systems ideally Openlink Endur, Amphora Symphony and/ or Planlogic EoS
• Understanding of core trading processes
• Proven ability to work within a team and drive improvements
• Adapt to and manage the changing priorities of the business, set realistic expectations and deliver to these expectations

Benefits