Application Support Analyst Level 2

Job Description:   The role of the Application Support Analyst is to provide Prices and Curves (Asset Control), Nucleus/Entegrate, Entegrate Analytics, ET Mark to Market, ET VaR, ET Pricing, and Business Intelligence (Xcelerator and Plex) application support.  This person will handle user support requests passed from Level 1 support.  The role requires ensuring that user support requests are handled in a timely manner.  This person will work closely with the Service Operations Management and Service Desk Analysts to ensure that rigorous processes are in place and fully utilized to support Management in areas such as Quality Assurance, process improvement, communications to internal and external stakeholders, metrics development, measurement and team development.  This person will also be responsible for communicating between the business users and management.

 

The role will report to the applications support manager and provide service to NAGP Houston customers, including DCT, IBM, and the whole of the RBU.  This reporting arrangement will ensure that the Analyst has full support from the Service Operations manager in ensuring that global Service Operations standards and procedures are implemented, while being fully dedicated to supporting the NAGP clients.

 

Environment

The DCT Service Operations organisation provides desktop and application support to all IST users. The Service Operations support teams are the face of DCT to business users. They liaise with development teams, vendors and DCT Group Operations teams to resolve problems and incidents that effect IST systems.

 

The current targets that are agreed for the Application Support team are:

? Meet performance contract HSSE and HR related targets.

? Meet prevailing Service Level Agreement.

? Meet prevailing targets for positive user feedback.

? Meet Business Continuity Plan targets for service availability.

? Maintain 99.99% Service Availability or alternative target agreed by the IST CIO.

 

Responsibilities

 

? Manage and prioritize User Support Issues and Requests

? Support end of day processing issues for ET and Nucleus

? Assist with price curve creation and price feed mappings

? Provide application data extracts

? Assist users with building XLCubed templates for risk analysis

? Conduct/facilitate informal workgroup training sessions

? Diagnose User Issues:

? 24/7 availability due to high financial exposure system support

? Assist users with pricing issues, deal valuation, and exposure calculations

? Assist with deal-entry, position reporting, and settlement questions

? Locate missing trades

? Perform system health checks

? Debug system integration issues

? Identify flaws or gaps in the systems and processes that would cause incorrect or delayed data

? Monitor automated batch processes

? Analyze Business Object reports

 

Escalate Unresolved Calls to appropriate development groups

? Monitor status of unresolved calls and communicate important details to the user

 

Continuous Improvement

? Review Remedy Issues

? Identify areas for improvement and work with the Service Operations Manager to identify options for resolution

? Provide Input to Service Guide for use by Service Desk and Apps Support

o  Identify most common user issues and document their solutions

o  Document system processes applicable to supporting the applications

? Coordinate knowledge transfer with Development group

? Participate in regression testing of new system patches

 

 

Experience Required:

 

Prior Experience must include:
Ability to lead transition of applications to level 2
Previous Nucleus or ?like? application support preferred
Previous Business Intelligence or Business Objects support preferred
Previous MVaR or ?like? application support preferred
Previous Asset Control or similar application support preferred
A minimum of 8yrs experience supporting applications in an Energy Trading group required
A minimum of 6yrs experience in Risk and high financial exposure Energy Trading systems
Ability to perform and manage root-cause analysis
Strong SQL skills preferred
Excellent communication skills, including the ability to write compelling communication materials
Ability to work on own initiative and prioritize workload
Ability to work under pressure and meet strict deadlines
Excellent team working and networking skills
Strong influencing skills
Remedy experience preferred
Proficient with Microsoft office products, including Word, Excel, PowerPoint, and MS Project
Rigorous attention to detail

 

 

Education:
Preferred: Bachelors degree in business and information technology



 

Competencies and Skills Required

 
Performance Bias ? advanced
Wise Decisions ? advanced
Partnership and Teamwork ? expert
Communication and Influence ? expert
Project Management ? advanced