Application Support Analyst, 2nd Line, Up to £45K

The M Wek Company Ltd ,
London, Greater London
More Details
Salary: Up to £45,000 per annum + Benefits + Bonus

Overview

My client, a boutique financial specialist is looking for a 2nd Level Application Support Specialist. The successful candidate will be responsible for providing in-depth client support. As part of the 2nd Level Application Support Specialist team, you will diagnose problems, issues, defects and potential product enhancements. Issues will either be resolved at 2nd Level or escalated to Product and IT Development and status updates will be communicated back to 1st Level Customer Support to keep our customers informed. Collaboration with other support or dependency groups is required, as well as an ability to follow documented internal processes and workflows. Responsibilities: Investigate clients’ issues with the objective of providing high quality responses and root cause analysis Prioritize and manage several open issues at one time Research, diagnose, troubleshoot and identify solutions to resolve system issues Responsible for collating data and functionality feedback from customers and Sales team to incorporate in future enhancement release cycles and assist with the prioritization process Act as an escalation point for any product related queries Actively manage owned and escalated tickets Respond in a timely manner to service issues and requests Generate historical Feed Rating files for clients and prospects Monthly and quarterly service reports Flag knowledge gaps/tickets where best practices have not been followed Weekly Management report regarding status Ideally you will have exposure to a NoSQL DB other than Mongo as well as excellent communication skills, both verbal and written and In-depth financial market data knowledge. You will also have excellent Excel skills (knowledge of ftp and/or API would be an asset) and strong time management and organizational skills in order to prioritize workload and demands. A quick learner with excellent attention to detail you will be self-motivated, proactive and driven as well as having a logical approach to problem solving and analytical thinking. In terms of desired skills, it would be useful if you had experience of credit data within a bank, vendor or other financial institution, experience with product and/or content integration or experience with Web based platforms, Excel Add-ins, Datafeeds and API. Please call me to discuss on 07710 517749. This job was originally posted as www.totaljobs.com/job/89799443

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