Application Support Analyst

Key Responsibilities

Provide end-to-end application support for a global user base, diagnosing and resolving application, system, and data issues while ensuring timely escalation and communication.
Manage incidents and service requests through Jira, prioritising and tracking issues in line with agreed SLOs/SLAs.
Investigate recurring issues, conduct root cause analysis, and work with relevant teams to implement permanent fixes and improve service reliability.
Develop and maintain operational documentation, knowledge articles, and standard operating procedures in Confluence.
Collaborate with business users, developers, and vendors on requirements gathering, testing, environment management, deployments, releases, and application enhancements.
Monitor application availability, performance, and capacity to proactively identify and resolve potential issues.
Contribute to global IT initiatives and digital transformation programmes, including application implementations, process improvements, automation, and technology adoption.
Share technical knowledge and best practices, mentor colleagues, and promote continuous learning and collaboration.
Provide out-of-hours support when required for major incidents, planned maintenance, production releases, and critical business activities such as month-end processing.

Bachelor's degree in Information Technology, Computer Science, or a related discipline, or equivalent professional qualifications and relevant experience.
At least 5 years of Application Support experience within a complex trading environment, supporting multiple applications, business stakeholders, and third-party vendors.
Good understanding of the trade/deal lifecycle, physical and financial energy commodities, and experience with an ETRM/CTRM platform, preferably Allegro Horizon or Topaz.
Strong analytical, problem-solving, communication, and interpersonal skills, with the ability to communicate effectively with both technical and non-technical stakeholders.
Experience diagnosing and resolving application issues across Windows Server and Windows desktop environments.
Knowledge of ITIL practices, SQL, and scripting/automation using PowerShell and/or Python.
Self-motivated and customer-focused, with strong ownership and the ability to work proactively in a fast-paced environment.

Experience with market data platforms such as ZEMA or DataGenic.
Experience with Azure DevOps, Visual Studio, Crystal Reports, and managing small projects or application changes.
Experience with enterprise trading and business platforms, including Allegro Horizon ETRM, Topaz, Trayport GlobalVision/Joule, FXAll, WebICE, Infor SunSystems/Q&A, Veson IMOS, FEA (Allegro Analytics), CubeLogic, Bloomberg, or Reuters.
Experience administering applications hosted in Microsoft Azure, with familiarity with Azure Monitor, Application Insights, and Log Analytics.
Experience with Agile methodologies, Atlassian products such as Jira and Confluence, and DevOps practices.
Adaptable and eager to learn new technologies, with the ability to work effectively in a diverse, multicultural, and global environment.