Application Support Analyst

SG18002
Singapore

We are looking for an Application Support Analyst to provide first and second level support to SmartStream’s International Banking/Asset Management customer base, from our Singapore office, on a suite of Financial Front & Back Office client–server and web-based applications in use worldwide, including TLM Reconciliations / Investigations / Cash Management / Corporate Actions / Collateral Management.
 
This is excellent opportunity to join a well-established team in a constantly evolving environment with an expanding ‘state-of-the-art’ product set that exploits cutting edge technologies.

 

 

Job Responsibilities

  • Provide 1st & 2nd level customer support, by interpreting customer queries and problems, gathering information to investigate via phone, email or remote modem access, debug, replicate, test, document results, writing and changing documentation when required
  • Ensure all support issues are fully logged and documented on our ITSM/CRM problem management system, and ensure that all issues are fully managed, including regular customer updates. The Analyst must ensure that all issues assigned are fully managed without exception
  • Required to fully document to Support standards, and investigate a high level of support calls through to successful resolution, and ensure customer satisfaction is achieved and maintained at all times
  • Provide material and input into the global Support Intranet site, and the Customer Support Portal on the company product website, to enable analysts and customers alike to remain fully informed of the latest product developments and issues
  • Proactively contribute to the overall support process by suggesting and executing new process efficiencies
  • Review and sign off support acceptance of new product releases, applications and solutions, performing installation and new functionality review required
  • May be required to attend customer sites occasionally
  • After becoming knowledgeable on the products supported, must be willing to undertake additional overnight/weekend support from home (extra remuneration paid), if required
  • Should be flexible and willing to work early shift (as required) or working on public holidays (days off in lieu), on a rota basis

  

 Key Skills 

  • Analytical problem solving skills and IT background
  • Ability to learn and keep up to date with new applications quickly
  • Reasonable knowledge of Unix (eg:- directory navigation, vi editor, cron etc) and of Windows/Client Server
  • Reasonable knowledge of SQL to form database queries to progress support call investigations
  • Strong teamwork skills
  • In addition to the above, it would be advantageous to have the following: an interest in/business knowledge of Banking Front, Middle & Back Office Environments and/or Corporate Actions; knowledge of at least one Web application server; an ability to read application code; experience of using MS Dynamics

 

 

Qualifications and Experience

  • ITIL and computer related degree 
  • Proven customer support experience and strong communication skills including a good telephone manner
  • Experience of an incident logging system
  • Reasonable knowledge of RDBMS, with experience in at least one of Oracle, Sybase, or MS SQLServer

 

Benefits  

  • 15 days annual leave rising to 22 days after 3 years of service
  • Employers contribution – ‘Central Provident Fund’ (CPF)
  • Medical/Dental insurance plan - for employee and immediate family members

 

Candidates must have the right to work in Singapore.