Main responsibilities:
• Provide front-line user support for trading and financial applications, applying best practice incident management processes
• Perform root cause analysis of issues, identify possible resolutions, and communicate with global IT organization to coordinate back-end technical support and initiate change management requests
• Assist in testing problem resolutions as well as major product releases
• Participate in UAT with the relevant IT product teams and business stakeholders
• Manage user access to trading and financial applications, understand roles and permissions, and help conduct access reviews
• Contribute to knowledge base by documenting and communicating issues, resolutions, and enhancements
Profile:
• Energetic and enthusiastic quick learner, able to learn independently to gain the required level of understanding and become 'subject matter expert' in specific areas
• Able to 'dig into' a problem, drilling down into system functionality, analyzing patterns, coming up with scenarios to prove assumptions
• Thriving in customer-facing, high-pressure environments, able to handle multiple important requests and issues coming concurrently, assess urgency, prioritize, coordinate work, and follow-up until complete resolution
• Good time management and organization skills
• Good interpersonal and communication skills, must be able to listen, understand, translate, and update stakeholders at all levels in the user community and in IT
Technical skills, competencies and experience:
• Experience working within a commodities or financial trading environment (1 to 3 years)
• Ability to write SQL queries (Oracle, Sybase, SQL Plus) for troubleshooting, data analysis, and user assistance
• Understanding of core IT disciplines, specifically incident management, change management, business analysis and project management
• Minimum 5 years of relevant experience
Experience with one or more of the following a plus:
• Trading and Risk Management systems in physical commodities
• Exchange Trading Execution systems
• Reporting Tools: Business Objects, PowerBI, Tableau
• Python
• RPA and low code/no code tools