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Application Support Analyst
Trafigura
Calgary, CAN
Full Time
Senior
4 days ago
SQLXMLBusiness ObjectsQlikViewIncident ManagementTroubleshooting
Free
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About the Role
Trafigura seeks an experienced Application Support Analyst to provide second-line support for trading applications in a fast-paced commodities environment. Requires 6+ years of L2 support experience, strong SQL and technical skills, and knowledge of the trade lifecycle.
Key Skills for This Role
SQLXMLBusiness ObjectsQlikViewIncident ManagementTroubleshooting
Responsibilities
- Providing second line support for user issues
- Ensuring production systems are fully operational
- 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; some out of hours work will be required
Requirements
- Bachelor’s or Master’s degree in a numerate discipline (Mathematics, Computer Science, Engineering, or related field)
- Fluent English communication skills, both written and verbal
- Minimum 6 years of hands on experience in second line (L2) application support
- At least 5 years in an Application Support Analyst role within commodities trading environments
- Proven technical proficiency across SQL, XML, Business Objects, and QlikView
- Demonstrated knowledge of Release Management principles and practices
- Hands on experience with problem and incident tracking systems
- Proven experience managing new releases through UAT and into production environments
- ITIL Certification (preferred)
- Familiarity with the full trade lifecycle within a commodities or financial trading environment (preferred)
Full Job Posting
Main Purpose
- We are looking for an Application Support Analyst to join our dynamic Trading IT team and support an extensive portfolio of applications.
- 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.
Key Responsibilities
- Providing second line support for user issues.
- Ensuring production systems are fully operational.
- 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.
Required qualifications
- Bachelor’s or Master’s degree in a numerate discipline (Mathematics, Computer Science, Engineering, or related field).
- Fluent English communication skills, both written and verbal.
- Strong verbal and written communication, both with business users and internal IT teams.
- Minimum 6 years of hands on experience in second line (L2) application support, with a strong background in incident management, troubleshooting, and escalation handling and at least 5 years in an Application Support Analyst role within commodities trading environments.
- Proven technical proficiency across SQL, XML, Business Objects, and QlikView, with a solid understanding of IT architecture and database structures.
- Demonstrated knowledge of Release Management principles and practices.
- Hands on experience with problem and incident tracking systems.
- Proven experience managing new releases through UAT and into production environments.
Preferred qualifications
- ITIL Certification.
- Familiarity with the full trade lifecycle within a commodities or financial trading environment.
Attributes for success
- Familiarity with standard support processes such as incident and issue management.
- Strong sense of ownership — takes full accountability for reported issues through to resolution.
- Exposure to problem tracking systems.
- Thrives in high volume, time critical environments with a calm and structured approach to prioritisation.
- Effective communicator, capable of engaging stakeholders across varying levels of technical and business knowledge.
- Collaborative team player with a clear understanding of different business functions and how they interact.
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.
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