Application Support Specialist

2 months ago

London, Greater London, United Kingdom E1 EDF Trading Ltd Full time
Job Title: Application Support Analyst

Description

The Application Support team at E1 EDF Trading Ltd provides comprehensive front-line support for all applications to the trading business, ensuring best practice is applied to system support, upgrades, testing, and procedures. The team has a broad range of complementary skill sets and is dynamic yet highly disciplined in its approach.

Position Purpose

To provide support of both in-house and vendor-supplied applications, working closely with our core functions area.

Main Responsibilities

  • Define and implement team processes to handle all support activities, including the provision of up-to-date documentation.
  • Diagnose and resolve day-to-day live system incidents across a range of systems, including both internally developed and vendor-supplied applications.
  • Effectively record and monitor progress of all incidents and service requests raised into the central ITSM tools, providing timely feedback to the business and stakeholders as required.
  • Collaborate with relevant teams to plan, test, and implement ongoing enhancements to systems.
  • Operate within a change-controlled environment through the creation of thorough deployment plans and presentation of business and technical changes to the change board.
  • Liaise with other support/development teams to resolve cross-system issues.
  • Monitor the availability, performance, and throughput of supported applications.
  • Share knowledge and expertise with others, coaching and supporting team members as required.

Experience Required

  • Evident systems analysis skills, ideally garnered within an energy, commodity, or similar trading environment.
  • Experience on a support desk responsible for front and/or middle and/or back-office production applications.
  • Understanding of the trade lifecycle, ideally coupled with knowledge of the downstream technical and business processes.
  • Able to manage incidents and service requests while providing timely status updates to users.
  • Experience of a trading-based service delivery environment.
  • Communication with the business and third-party vendors, tracking delivery of vendor support and solutions, and ensuring they meet SLAs.

Technical Requirements

  • Experience in diagnosing application problems in a Windows Server and Windows 7/10 environment.
  • Must evidence skills in SQL Server (2005 upwards) and/or Oracle (10G on).
  • Knowledge of a scripting language (e.g., PowerShell) and/or proficiency with Excel/VBA would also be advantageous.
  • Knowledge of ITIL is preferred: completion of the ITIL Foundation course will be required within 6 months if not already attained.
  • Exposure to MS BI Suite of SSIS (SQL Server Integration Services), SSRS (SQL Server Reporting Services), and SSAS (SQL Server Analysis Services) would also be advantageous.

Person Specification

  • Excellent communication and interpersonal skills, with an ability to communicate effectively and professionally.
  • Structured, systematic, and analytical in approach with a problem-solving mentality.
  • Customer-focused, and goal-oriented with keen attention to detail.
  • Adept at working with challenging users in a fast-paced trading floor environment.
  • Have a broad understanding of the business context of the systems in use.
  • Willingness to learn new technologies and maintain industry knowledge.
  • Able to communicate technical information in a clear and understandable manner to non-technical stakeholders.
  • Good understanding and appreciation of change control processes.
  • Open to new ideas and change initiatives, with an ability to modify the current approach in the face of new demands.
  • Proven ability in effective time management.
  • Able to work flexible hours as requested.
  • Proactive and positive approach to work.

Hours of Work:

40 hours per week with variable start (07:00 - 09:00) plus additional paid out-of-hours support rota duties.

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