Application Support Analyst

Job Title:

Application Support Analyst

Contract Type:

Permanent

Time Type:

Full time

Job Description:

Business Application Support Analyst

Summary of Company

Gunvor Group is one of the world's largest independent commodities trading houses by turnover, creating logistics solutions that safely and efficiently move physical energy from where it is sourced and stored to where it is demanded most. With strategic investments in energy infrastructure-refineries, pipelines, storage, terminals, mining and upstream-Gunvor further generates sustainable value across the global supply chain for its customers.

Founded in 2000, Gunvor reported revenues of $88 billion (USD) on volumes of 137 million MT in 2014.

Gunvor has more than 1,600 employees and it maintains offices in Geneva, Singapore, Shanghai, Dubai, Nassau, Amsterdam, and numerous other locations, with new offices planned in strategically relevant markets.

The Role

The Business Application Support Analyst will join a global Trading Systems team and will be based in Gunvor's Houston office. The selected candidate will be dealing with end-user issues/queries and the primary role will be to provide 1st and 2nd level functional support to business users in the Americas region. The focus will be on business critical applications, trading systems covering a variety of commodities, such as Oil, gas, power, metals, agriculture, etc.

Main Responsibilities

* Liaises internally and build close, collaborative relationships with users, IT focal points and users within the business areas in the Americas region and other Gunvor offices globally.

* Provide 2nd Level support within the agreed Service Level Agreement (SLA), via the use of telephone and other collaborative tools, such as email and instant-messaging.

* Demonstrate service-oriented approach, an understanding of the customer's business needs and be able to achieve and maintain high customer satisfaction ratings.

* Ensure all incoming incidents/calls are logged, responded to promptly and pay attention to detail, escalated and closed in a timely manner (as per SLA), using Gunvor's service management tool.

* Continually seek opportunities to increase customer satisfaction and deepen client relationships in a service oriented manner.

* Ensure that sufficient accurate information is contained within incident reports to promote the development of the ICT Knowledge Base and increase incident resolution rate.

* Be responsible for the monitoring to resolution and timely escalation where necessary, of relevant incidents and requests.

* In a proactive manner, ensure that correct resolutions are found and where not possible, escalate to appropriate Resolution Groups in addressing incidents in a timely manner.

* Ensure the users/requestors are regularly updated on their calls/requests until closure.

* Escalate any complaints or potential issues to the Business Analysis & Trading Systems Support Team lead and / or IT Help Desk Lead where appropriate.

* Contribute and assist when required on the compilation of Test Plans, execution of systems testing and configuration of automated testing tools.

* Manage client expectations effectively

* Will have good understanding and follow the ITIL based, service management processes;

* Should understand and adhere to standards, SLAs and policies, which must be followed and guide users accordingly

Profile/Key Skills

The individual should have the following experience:

* Formal education, ideally at University level or equivalent level of certification and experience.

* Minimum 3 - 5 years of previous relevant professional experience.

* Candidates must possess some experience in supporting CTRM/ETRM, Trading (Physical/Financial) and related tools with knowledge of at least one of the following commodities (Oil products, Gas, Power, Coal, Emissions, Agriculture) and has the ability to learn.

* Ideal candidates will have experience with the Blackstar ETRM system and related interfaces.

* Strong SQL skills. Ability to debug/write stored procedures.

* Experience of providing excellent Customer Service to a local and global user base.

* Team player with ability to exercise flexibility, demonstrate initiative for…