Junior Application Support Analyst
Overview
Overview
Connecting clients to markets – and talent to opportunity
With 4,300 employees and over 400,000 retail and institutional clients from more than 80 offices spread across five continents, we’re a Fortune-100, Nasdaq-listed provider, connecting clients to the global markets – focusing on innovation, human connection, and providing world-class products and services to all types of investors.
Whether you want to forge a career connecting our retail clients to potential trading opportunities, or ingrain yourself in the world of institutional investing, The StoneX Group is made up of four segments that offer endless potential for progression and growth.
Business Segment Overview - Corporate Functions Segment
Responsibilities
Position Purpose: The Junior Application Support Analyst will provide Tier 1 to Tier 2 application support and maintenance to various 3rd party and custom developed applications to our distributed business units. Possesses entry level understanding of general aspects of the job. Works under the close direction of senior personnel in the functional area.
Primary Accountabilities/Responsibilities
- Provides assistance in at least one application that includes monitoring, troubleshooting and analysis.
- Follows best practices for support of applications.
- Monitor support tickets and provide second level support with all applicable upstream, downstream, batch, and application needs
- Identifies technical issues with assigned technical infrastructure hardware, software and work processes
- Communicate effectively in non-technical terms with staff to troubleshoot application issues, diagnose root causes, and bring to resolution
- Follows best practices for support of applications, including meeting SLAs, ensuring documentation is up to date, provide multi-channel availability, increase first contact resolution, set and meet KPIs
- Escalates problems beyond level of expertise to manager or more experienced technical staff
- Collaborate with other supporting teams as needed
- Contribute to customer “how to” documentation, knowledge base articles, and internal troubleshooting guides
- Assist in user acceptance testing
Qualifications
To land into this role, an ideal candidate should be -
- Recent BE / BTech College Graduate or some coursework/certification completed
- 0-1 years experience in Incident management, runbook, service desk issues
- Willing to learn Linux, Windows, scripting languages, SQL, Oracle, monitoring technologies
- Calm under pressure, able to handle the multiple projects at once
- The ability to rationalize the impact of multiple concurrent issues/requests and prioritize work accordingly
- Knowledge in futures, commodities, rates, and FX a plus
- Experience working both independently and in a team oriented, collaborative environment is essential
- High customer service mentality
- Strong interest in process improvement
- Strong written and oral communication skills
- Strong interpersonal skills
- Self-motivated and strong diagnostic skills
Physical requirements/Working conditions
- Climate controlled office environment - Hybrid
- Dynamic, time-sensitive environment
- Travel as required