Description Our client, one of the top US investment banks, offering securities underwriting and trading, mergers and acquisitions advice, research, private equity investment, and risk management products, is seeking a Support Analyst. Location: New York, NY Type of Position: Contract Main Duties/Responsibilities Of The Role: The Principal Objectives of this position are: Support analyst in a technology application support team. Responsible for providing application support to internal users (front, middle and Back Office functions as well as other IT groups) and external clients. Should have a technology background and be comfortable working across a range of systems and technologies. Must demonstrate the ability to analyse and understand complex problems, make sound technical decisions/recommendations, and communicate solutions in a proactive manner. Must have excellent verbal and written communication skills and be able to articulate concepts effectively to business users and technologists at all levels. Must demonstrate a keen interest to learn the business and its processes, in order to best support internal users and external clients. Must be able to combine attention to detail whilst understanding the wider business and technology context. Should be a self-starter, motivated, with aptitude and willingness to learn. The Principal Responsibilities of this position are: Field support queries from users (front office, external clients and internal operations and technology groups) in Asia and globally. Take ownership for, investigate, log/track and resolve 1st/2nd level support queries. This will involve an understanding of the systems supported as well as the underlying business concepts. Assess the relative severity and impact of incidents on the business and external clients and prioritize appropriately. Pro-actively identify areas where support queries can be reduced, and identify, document and potentially implement (small scale) solutions. Ensure that down-time in the trading environments is minimized Proactively monitor application status against service levels and address any issues. Accurately record incidents and their resolution and use this to facilitate route cause analysis and permanently fix repeat problems Communicate status and resolution of issues on a timely basis to users and technologists Communicate and escalate issues on a timely basis. Keep management informed of progress and issues Communicate clearly and concisely both verbally and in writing Develop and maintain relationships with other technology teams including other global PSP teams/business lines, application development teams and infrastructure (eg DBA, server teams, web services, etc) Develop and maintain relationships with users, including front office and other internal groups. Required Skills: Good degree in a numerate discipline (for example, Computer Science, Electroniclient, Physiclient, Mathematiclient, Engineering, Finance, Economiclient). Understanding of the full software development lifecycle Relevant experience in application support in a Front Office/Trading environment SQL Knowledge of financial markets Understanding of enterprise systems Fluent written and spoken English Excellent written and verbal communication skills Demonstrated ability to support demanding users with proven ability to handle pressure Strong analytical and problem solving skills Ability to operate in a global team environment Proven ability to assimilate and apply information rapidly and effectively Willingness to learn both the technology and business Self starter with proven experience of ability to multi-task, being able to prioritize and follow through on tasks Uses initiative and creativity in solving issues Willingness to work on a shift basis/flexible hours Desired Skills: ITIL certification Experience in development or support in Equities or Prime Services business line, with exposure to Securities Lending business Knowledge of some of Equities and Fixed Income processing, or preferably Securities Lending processing Knowledge of Scripting languages such as Perl/python/ksh Track record of working pro-actively in a support environment, identifying issues and finding ways to automate/resolve them
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