Support Analyst

About Citco

JOB DESCRIPTION

The Citco group of companies (Citco) is a network of independent companies worldwide for over 70 years, all of which are leading providers of asset-servicing solutions to the global alternative investment industry. With $1.8+ trillion in AuA and operations across 36 countries with over 50 office locations.

For decades, industry publications have recognized our leadership in service and innovation. These accolades are a reflection of our drive to push ourselves and our industry forward.

With strategically positioned global offices ,we offer opportunities for graduates and seasoned professionals to work across the world. Careers at Citco can span continents.

For more information about Citco, please visit www.citco.com

About The Team & Business Line

Proprietary software solutions and innovation are at the core of what differentiates Citco in the alternative investment space. Through our network of global development centres, Citco invests heavily in technology development, security, and infrastructure to ensure our clients continue to receive award-winning products that underpin our commitment to service excellence.

As a core member of our Product Support team you will work with dedicated professionals to ensure our clients maintain access to their critical information assets while keeping Citco ahead of industry trends.

Your Role

The ideal candidate will have strong interest & background in Applications Support and with the ability to learn quickly the business and the supporting applications from the inside out. The primary purpose of the position is to provide Applications Support for the three Divisions: Citco Group, Citco Fund Services (CFS) and Citco Governance Services (CGS), to ensure global support coverage in accordance with Service Level Agreements. The Applications Support Analyst will work closely with business teams dealing with complex issues, solving them or escalating to other members of the Technical Groups or Third Party Vendors of the applications that we support.

This position is key within our IT Group in terms of how we support the business and will be working across multiple applications and business units. The role will be both technical and business orientated, as such the Analyst will be someone that can provide the right levels of technical support and being business operationally driven.

• Administer & resolve support requests coming from application users through Service Desk Ticketing System
• Develop and maintain a working knowledge of business applications that we support
• Help in preparing user documentation on supported applications and upgrades
• Install client components on user machines and assist with resolution of technical issues pertaining to these
• Act as liaison between business users, technical support teams and application developers /vendors
• Participate in discussions whenever upgrades or new functionality is introduced to the applications
• Help in providing useful information that could be used for troubleshooting performance related issues
• Participate in the testing and release process with business units for new and improved applications.
  
  

About You

Background / Qualifications:

• Bachelor’s Degree in technology or equivalent work experience
• Mature, proactive person willing to accept responsibility and provide leadership
• Ability to work in fast paced, complex Business & IT environments
• Well rounded individual possessing a high degree of initiative
• Demonstrated proficiency in interpersonal and communication skills including oral and written English.
  
  

Previous Work Experience

• Minimum three years’ experience providing applications support (working in a helpdesk or similar environment) preferably within the Financial Sector required OR
• Minimum two years’ Data Management experience, developing SQL queries, extracting, manipulating, and migrating data between application databases for reporting purposes and troubleshooting
• Experience working on the technical side, interacting with infrastructure, DBA, process development, configuration and testing teams, preferably with Microsoft Technologies e.g. Dot Net
• Good working knowledge of MS Excel, in particular pivot table services and data import/presentation
• Minimum of 1-year experience in cloud support
• Knowledge in the following tools or applications desirable:
  
  

ViewPoint, Exact, Oracle EBS, Box, JIRA, Confluence, Tibco BPM, RedHat Drools, Qlik Sense, Qlik NPrinting, AWS, MS Azure

• Able to set priorities, to be flexible with a high degree of accuracy
• Flexibility in work schedule according to project and business needs
• Perform other duties as assigned by the Team Lead.
  
  

Other

• Able to work in high-pressure environment, either independently or as part of a team
• Flexibility in work schedule according to project and business needs
• Able to organize and prioritize tasks
• Flexibility and ability to deal with change.
  
  

Our Benefits

Your well being is of paramount importance to us, and central to our success. We provide a range of benefits, training and education support, and flexible working arrangements to help you achieve success in your career while balancing personal needs. Ask us about specific benefits in your location.

We embrace diversity, prioritizing the hiring of people from diverse backgrounds. Our inclusive culture is a source of pride and strength, fostering innovation and mutual respect

Citco welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection.