ETRM Support Analyst

Technical Responsibilities

• Triage and troubleshoot functional, configuration, interface, reporting, batch-processing, and data issues across supported ETRM platforms and integrations.
• Validate trade, pricing, scheduling, risk, settlement, invoicing, accounting, and downstream reporting data to support recovery and accurate escalation.
• Review logs, reports, system behavior, interface status, and data outputs to identify root causes, apply approved workarounds, and resolve minor issues.
• Use SQL or data-analysis tools, Excel, ServiceNow or similar ITSM tools, interface monitoring, and support documentation to investigate and manage incidents.
• Support controlled operational corrections, approved configuration changes, user setup, report validation, and reference-data maintenance.
• Document root-cause findings, workarounds, known errors, recurring issues, and preventive actions.

Success Profile

Required Qualifications

• 7 or more years of experience in CTRM/ETRM business analysis, trading-system support, production support, commodity operations, or trade-floor application support.
• 5 or more years of experience supporting Commercial trading users and business-critical trade-lifecycle processes, dependencies, priorities, and issue impacts.
• Advanced level of knowledge performing Level 1 triage, troubleshoot functional and data issues, document root causes or workarounds, and escalate effectively to Level 2 and Level 3 teams.

Technical Skill Set

• ETRM business analysis and support: Strong experience in issue intake, requirement clarification, process analysis, documentation, stakeholder communication, and production support.
• Trading platforms: Direct exposure to RightAngle, TriplePoint, PlanLogic, Endur, Allegro, or comparable ETRM/CTRM solutions.
• Trade lifecycle: Working knowledge of trade capture, deal validation, pricing, scheduling and logistics, position and risk reporting, confirmations, settlements, invoicing, accounting handoffs, and interfaces.
• Triage and troubleshooting: Ability to assess incidents, validate data, review logs, and reports, identify root causes, apply workarounds, resolve minor issues, and escalate complex defects with complete context.
• Data and tools: Practical experience with SQL or data analysis, Excel, ServiceNow or similar ITSM tools, reporting validation, interface monitoring, and support documentation.
• Production operations: Ability to work under pressure from market hours with traders, schedulers, operations, risk, settlements, accounting, IT, vendors, and global support teams.

Preferred Qualifications

• Bachelor’s degree in business, Finance, Information Technology, Computer Science, Management Information Systems, Engineering, or equivalent practical experience.
• Commodity-trading experience across crude, refined products, natural gas, NGLs, power, LNG, or related physical and financial workflows.
• Experience in a follow-the-sun support model with structured shift handovers, on-call coordination, and cross-region issue ownership.
• Understanding of end-of-day processing, batch jobs, pricing feeds, market data, regulatory reporting, confirmations, settlements, or Dodd-Frank-related support processes.
• ITIL Foundation, business analysis, ETRM/CTRM platform, commodity trading, or production-support certification.
• Analyzes complex applications, integration, and data-flow issues to identify practical solutions and preventive actions.
• Works effectively with business users, application teams, platform and infrastructure teams, vendors, and regional support partners.
• Communicates business impact, technical findings, recovery status, and next steps clearly in written and verbal updates.
• Applies structured troubleshooting to restore service, resolve recurring issues, and improve support processes.
• Applies security, change, release, documentation, and operational control requirements consistently.

Equal Opportunities Statement

Conditions of Employment