Responding to user queries in a timely manner and providing advice on the use of the systems
Escalating issues requiring developer/analyst input as appropriate within internal IT teams
Managing to bring everyone from different teams shortly into call to drive for quick resolution
Maintain system data such as quotes, holiday schedules, curves
Identify and fully document processes used to resolve recurring issues
Flexibility on working hours is essential; some out of hours work will be required where needed to meet the business needs.
Technical knowledge in below areas :
SQL
IT architecture
Database structures
XML
Business Objects
QlikView
Candidates should be able to demonstrate the following
Familiarity with standard support processes such as incident and issue management
A basic understanding of Release Management
Responsibility for taking full ownership of any issues reported by business users till complete resolution even if needs to be engaging different teams for resolution
Exposure to problem tracking systems
Experience of working in a high volume, time critical, environment
Ability to handle customers with different levels of technical and business knowledge
Understanding of different functions within the business
Familiarity with the full trade cycle
Management of new releases through UAT and into the production environment
Documentation of issues and workarounds
Process design and implementation
Certification : ITIL Certification Preferred
Department Overview
Trading IT is responsible for the front-to-back delivery of various applications that enable Trafigura's trading across all its divisions.
Reporting Structure
Reporting directly to Senior Application Support Manager
Equal Opportunity Employer
Benefits
Vision insurance
Additional Information
Main Purpose
We are looking for an Application Support Analyst to join our dynamic Trading IT team and support an extensive portfolio of applications, each with its unique complexities and requirements. This role serves as a critical bridge between our business users and technical teams, ensuring seamless operation of production systems in a fast-paced, time-critical commodities trading environment.
Knowledge, Skills and Abilities
Bachelor's or Master's degree in a numerate discipline (Mathematics, Computer Science, Enginering, or related field)
Fluent English communication skills, both written and verbal
Strong verbal and written communication, both with business users and internal IT teams
6+ years working experience in IT, including 5+ years as an Application Support Analyst within commodities trading environments
Trafigura · Calgary, Canada