Business Application Support Analyst

Position Overview:

The Trading Systems Support Analyst will join a global Trading Systems team and will be based in Istanbul.

The selected candidate will be dealing with end-user issues/queries and the primary role will be to provide 1st and 2nd level functional support to business users.  The focus will be on business critical applications, trading systems covering a variety of commodities, such as Oil , gas, power, metals , agriculture, etc. Will also work with the Global Service Desk (GSD) on user issues escalation and other business applications support analysts. When required, also contribute on new projects/enhancement requests delivering new functionality.

Main relationships:

• Liaises internally and build close, collaborative relationships with users, IT focal points and users within the business areas in Istanbul and other offices globally.

Key Tasks:

Trading and Operations Systems Support:

• Provide 2nd Level support within the agreed Service Level Agreement (SLA), via the use of telephone and other collaborative tools, such as email and instant-messaging.
• Demonstrate service-oriented approach, an understanding of the customers business needs and be able to achieve and maintain high customer satisfaction ratings.
• Ensure all incoming incidents/calls are logged, responded to promptly and pay attention to detail, escalated and closed in a timely manner (as per SLA), using the internal service management tool.
• Continually seek opportunities to increase customer satisfaction and deepen client relationships in a service oriented manner.
• Ensure that sufficient accurate information is contained within incident reports to promote the development of the ICT Knowledge Base and increase incident resolution rate.
• Be responsible for the monitoring to resolution and timely escalation where necessary, of relevant incidents and requests.
• 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 Business Analysis & Trading Systems Support Team lead and / or Global Service Desk Lead where appropriate.
• Contribute and assist when required on the compilation of Test Plans, execution of systems testing and configuration of automated testing tools.
• Manage client expectations effectively.

Standards, Policies and Processes:

• Will have good understanding and follow the ITIL based, service management processes;
• Should understand and adhere to standards, SLAs and policies, which must be followed and guide users accordingly.

Essential Qualifications, Skills and Experience:

• Formal education, ideally at University level or equivalent level of certification and experience.
• Minimum 3 - 5 years of previous relevant professional experience.
• Candidates must possess some experience in supporting CTRM/ETRM, Trading (Physical/Financial) and related tools with knowledge of at least one of the following commodities (Oil products, Gas, Power, Coal, Emissions, Agriculture) and has the ability to learn.
• Strong SQL skills. Ability to debug/write stored procedures.
• Experience of providing excellent Customer Service to a local and global user base.
• Team player with ability to exercise flexibility, demonstrate initiative for ensure the business support needs are met in a proactive manner with minimum supervision.
• Good interpersonal skills, especially communication, able to communicate technical solutions to non-technical users, in a multi cultured working environment and able to cope in stressful/difficult/conflict situations in a serviced oriented manner.
• Highly organized and possess analytical and problem solving skills.
• Be self-motivated and creative and able to work with minimum supervision.
• Fluent in English (spoken and written).
• Knowledge of Trading related and processes, especially Physical Oil-Trading; or/and Global Energy
• Expert knowledge of Microsoft Office software and other related data analysis tools.
• General skills on ICT technologies.
• Understanding of database design, SQL and Report generation within business applications.
• Experience in writing Code/Scripts to automate daily EOD processes and setup feeds.

Desirable Skills and Experience:

• Business Analysis and related techniques experience, especially in the energy/trading sector will be an advantage.
• Experience using/supporting commercial shipping software, preferably IMOS.
• Other languages in addition to English will be useful but not mandatory, e.g. French.
• Certifications/experience on any of the following will be very useful: Microsoft software technologies, Software design, development and testing methodologies / concepts, Project management, ITIL.
• Technical knowledge of applications and database design/development techniques.