Senior Support Analyst

4 weeks ago

London, United Kingdom ION Full time
The Role We are looking for an experienced professional who can manage first line of contact for clients that report application-related questions and defects involving ION Corporates enterprise software utilized in the Financial and Commodity sectors as applicable, carry significant responsibility towards managing the most complex client cases. Our company values the role of a Senior Support Analyst as a cornerstone in ensuring customer satisfaction. You will be a linchpin in addressing intricate customer queries, contributing to product improvement, and cultivating positive customer relationships. Your expertise and problem-solving abilities will directly impact our customers' experiences, making this role an essential component of our service excellence. Join us in creating meaningful connections and making a positive impact every day.

Key Responsibilities

Independent support case management of a high volume of client reported application issues that can be either financial or technical in nature After-hours (on-call) work potentially required on a rotational basis Troubleshooting, analysis and information gathering of complex support cases. Documentation of application issues for escalation to Product Development Client facing communication and conference call management with client representatives Ownership of projects and initiatives assigned by Support Management Submission of application related information into a shared knowledge base Contribute updates to documentation for improved application knowledge across the Support Group. As a seasoned professional, you'll troubleshoot, analyze, and resolve complex issues, providing invaluable support to our clients. Maintain client cases in a JIRA, IIMIS, SF system, manage your individual key performance indicators (KPIs), and perform issue troubleshooting and communication with various functional areas throughout ION Corporates. Handle requests, questions, and defects of all priorities, and engage senior resources in the case of escalations. Document lessons learned and case closure information for use in knowledgebase. Responsible for executing after-hours and on-call responsibilities. Perform full case lifecycle management, potentially across multiple internal individuals, providing professional client-facing communication (status, updates, next steps, etc.). Analyze client requests and requirements, reproduce technical issues, and document steps to reproduce for SMEs and engineering investigation/resolution.

Required Skills, Qualifications and Experience

Strong knowledge of Support Group processes in a financial or commodity related field required Understanding of advanced technology concepts preferred Knowledge of the Software Development Lifecycle required Knowledge of finance and business terminology required Strong problem solving and analytical skills required Excellent verbal and written communication skills required 3-5 years of experience within Client Support Services operation or five (5) + years of comparable technical / functional support experience in a financial or commodity related field. Bachelor’s degree or higher. Specialization in Computer Science, Finance, Business, or Information Systems is preferred About us We’re a diverse group of visionary innovators who provide trading and workflow automation software, high-value analytics, and strategic consulting to corporations, central banks, financial institutions, and governments. Founded in 1999, we’ve achieved tremendous growth by bringing together some of the best and most successful financial technology companies in the world.• Over 2,000 of the world’s leading corporations, including 50% of the Fortune 500 and 30% of the world’s central banks, trust ION solutions to manage their cash, in-house banking, commodity supply chain, trading and risk.• Over 800 of the world’s leading banks and broker-dealers use our electronic trading platforms to operate the world’s financial market infrastructure.ION is a rapidly expanding and dynamic group with 13,000 employees and offices in more than 40 cities around the globe,Our ever-expanding global footprint, cutting edge products, and over 40,000 customers worldwide provide an unparalleled career experience for those who share our vision.

  • Senior Analyst Relations Manager

    2 weeks ago

    London, United Kingdom Starsight | Analyst Relations Full time

    Company Description.Starsight Communications is Europe's largest and most respected EMEA analyst relations (AR) consultancy. We provide growth and scale companies with strategic expertise and hands-on tactics to enhance their analyst relations. Founded by experienced AR practitioners, Starsight Communications is committed to delivering exceptional results...

  • Senior Application Support Analyst

    22 hours ago

    London, United Kingdom Lorien Full time

    Senior Application Support Analyst - Commodities Trading Fantastic opportunity for an experienced Application Support Analyst with a background supporting Front Office trading to grow their career in a fast-growing and hugely successful energies trading business based in the centre of London. £110 - £130k package Hybrid working model, with excellent...

  • Senior Technology Support Analyst

    4 weeks ago

    London, United Kingdom Just IT Full time

    Senior Technology Support Analyst (Hybrid) - ____________________ Location: Wood Street (Central London) **Salary**: £35,000 - £40,000 - ____________________ Are you an experienced IT Support Analyst looking for a next step in your career? We are currently working with a well-established accountancy in Central London, they are looking for a Senior...

  • Analyst/senior Analyst

    1 month ago

    London, United Kingdom Harnham Full time

    **Analyst/Senior Analyst** **£40,000 - £70,000** **LONDON** A great opportunity to work as an Analyst/Senior Analyst for a leading Sports betting company! **THE COMPANY** This company is a world-leading international sports betting and gambling company. They have a very impressive portfolio of some of the most well-known brands. **THE ROLE** An...

  • Senior IT Support Analyst

    21 hours ago

    London, United Kingdom IT Talent Solutions Ltd Full time

    Senior IT Support Analyst required to work in a busy educational environment and deputise for the IT Manager on numerous occasions when required. You will be an engaging and supportive techie and enjoy dealing with people and a combination of different technologies on a daily basis. You must be proficient with Servers, physical and virtual through MS HyperV...

  • IT Support Analyst

    1 month ago

    London, United Kingdom In Technology Group Limited Full time

    **Job Title**: IT Support Analyst **Location**: West London **Salary**: £35,000 + Training We are looking for an IT Support Analyst to join our rapidly expanding IT team based in West London. Your primary responsibility will be to provide support to the staff internally and to solve any IT problems and provide technical assistance to...

  • Senior Calypso Support Analyst

    4 weeks ago

    London, United Kingdom eFinancialCareers Full time

    The opportunity: Lunalogic UK is looking for a **Senior Calypso Support Analyst** to join one of our client IT BO FX team to: - **Provide functional and technical expertise** on Calypso - Work on **improving the tools**used by the teams to ease monitoring, incident detections, etc - **Support business users** (trader, risk manager, market risk monitoring...

  • Actuarial Analyst + Senior Analyst

    3 weeks ago

    London, United Kingdom HFG Insurance Recruitment Full time

    This role is ideal for an actuarial analyst with reserving experience looking to gain exposure to a dynamic environment and see how their work can impact overall profitability of the business. A well-established actuarial team, from senior actuaries to analysts giving exposure to all levels of seniority Opportunity to progress and take on managerial...

  • Actuarial Analyst + Senior Analyst

    3 weeks ago

    London, United Kingdom HFG Insurance Recruitment Full time

    This role is ideal for an actuarial analyst with reserving experience looking to gain exposure to a dynamic environment and see how their work can impact overall profitability of the business. A well-established actuarial team, from senior actuaries to analysts giving exposure to all levels of seniority Opportunity to progress and take on managerial...

  • Senior IT Support Analyst

    21 hours ago

    London, United Kingdom IT Search & Select Full time

    Our client is a leading MSP based in Central London, specializing in providing comprehensive IT support services to businesses across various industries. They pride themselves on delivering exceptional customer service and technical expertise to clients. Role Overview: As a Senior Support Analyst, you will play a crucial role in ensuring the smooth...

  • Senior Analyst

    3 weeks ago

    London, United Kingdom Centre People Full time

    A major Japanese trading company is currently recruiting a Senior Analyst to join their team in London. The Senior Analyst main responsibilities are to support the Department Managers with all investment risk management work with both new opportunities as well as existing investments within the company. TYPE: Permanent, full-time WORKING HOURS:...

  • Senior IT Support Analyst

    1 month ago

    London, United Kingdom Ashdown Group Full time

    A highly successful Architectural firm is looking for a personable and driven IT Support Analyst to join its expanding team, based in Central London. Please note this is an office based role so you will work on site 5 days per week. Working as an integral part of a small high-performance team, you will provide 2 nd and 3 rd line support for all system...

  • Information Technology Support Analyst

    2 weeks ago

    London, United Kingdom DGH Recruitment Full time

    IT Support Analyst / 1st/2nd Line Support Analyst A fantastic opportunity has arisen for an IT Support Analyst / 1st/2nd Line Support Analyst to join our London based law firm on a permanent basis. IT Support Analyst / 1st/2nd Line Support Analyst Key Responsibilities: • Providing a professional and consistent level of Technology support to all staff...

  • Information Technology Support Analyst

    3 days ago

    London, United Kingdom Dgh Recruitment Full time

    IT Support Analyst / 1st/2nd Line Support AnalystDo you have the right skills and experience for this role Read on to find out, and make your application.A fantastic opportunity has arisen for an IT Support Analyst / 1st/2nd Line Support Analyst to join our London based law firm on a permanent basis.IT Support Analyst / 1st/2nd Line Support AnalystKey...

  • Information Technology Support Analyst

    1 week ago

    London, United Kingdom Dgh Recruitment Full time

    IT Support Analyst / 1st/2nd Line Support AnalystDo you have the right skills and experience for this role Read on to find out, and make your application.A fantastic opportunity has arisen for an IT Support Analyst / 1st/2nd Line Support Analyst to join our London based law firm on a permanent basis.IT Support Analyst / 1st/2nd Line Support AnalystKey...

  • Benefits Analyst

    22 hours ago

    London, United Kingdom Law Support Full time

    Are you an experienced Benefits Analyst looking for an international role as part of a global law firm? This highly regarded law firm based close to Liverpool Street has asked us to find them a Benefits Analyst to join their team in London on a permanent basis. The Benefits Analyst will work in conjunction with the Associate Director of International...

  • Information Technology Support Analyst

    1 week ago

    London, United Kingdom DGH Recruitment Full time

    Job DescriptionIT Support Analyst / 1st/2nd Line Support AnalystA fantastic opportunity has arisen for an IT Support Analyst / 1st/2nd Line Support Analyst to join our London based law firm on a permanent basis.IT Support Analyst / 1st/2nd Line Support AnalystKey Responsibilities:• Providing a professional and consistent level of Technology support to all...

  • Information Technology Support Analyst

    5 days ago

    London, United Kingdom DGH Recruitment Full time

    Job Description IT Support Analyst / 1st/2nd Line Support Analyst A fantastic opportunity has arisen for an IT Support Analyst / 1st/2nd Line Support Analyst to join our London based law firm on a permanent basis. IT Support Analyst / 1st/2nd Line Support Analyst Key Responsibilities: • Providing a professional and consistent level of Technology...

  • Information Technology Support Analyst

    2 weeks ago

    London, United Kingdom DGH Recruitment Full time

    IT Support Analyst / 1st/2nd Line Support AnalystA fantastic opportunity has arisen for an IT Support Analyst / 1st/2nd Line Support Analyst to join our London based law firm on a permanent basis.IT Support Analyst / 1st/2nd Line Support AnalystKey Responsibilities:• Providing a professional and consistent level of Technology support to all staff•...

  • Senior Analyst

    1 week ago

    London, Greater London, United Kingdom Centre People Full time

    A major Japanese trading company is currently recruiting a Senior Analyst to join their team in London.The Senior Analyst main responsibilities are to support the Department Managers with all investment risk management work with both new opportunities as well as existing investments within the company.TYPE:Permanent, full-timeWORKING HOURS:9:00-17:00 from...