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Application Support Analyst II

Chicago , IL | IT
Job ID: 108236
Listed on 7/20/2021
KellyMitchell matches the best IT and business talent with premier organizations nationwide. Our clients, ranging from Fortune 500 corporations to rapidly growing high-tech companies, are exceptionally served by our 1500+ IT and business consultants. Our industry is growing rapidly, and now is a great time to launch your career with the KellyMitchell team.

Application Support Analyst II

Job Summary: The Application Support Analyst II will provide Tier 2 application support and maintenance to various 3rd party and custom developed applications to our distributed business units. The Application Analyst II will also provide escalation support to more junior personnel.  

Duties:
  • Is subject matter expert in at least one major trading application that the team supports, such as Murex, TwoFour, or any trading platform leveraging FIX Protocol
  • Provides an adequate level of technical support during a production incident
  • Can take ownership of a technical project, meet deadlines and requirements of said project, while still conduct daily duties and production and non-production support.
  • Provides assistance in at least one application that includes monitoring, troubleshooting and analysis
  • 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
  • Monitor support tickets and provide second level support with all applicable upstream, downstream, batch, and application needs
  • Identifies and resolves 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
  • Complete service requests in the agreed SLA timeframe
  • 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     
Desired Skills/Experience:
  • Bachelor’s Degree in IT field or 3-5 years of experience
  • 2-5 years experience in Incident management, support runbooks, service desk issues
  • 2-5 years experience in at least one technical skillset such as SQL, Bash, Python, etc.
  • Previous experience supporting trading applications including Murex, TwoFour, FIX drop copy and order routing sessions, and large portfolios of proprietary trading platforms leveraged globally by developers, back office, front office, regulatory, compliance teams
  • Previous experience supporting and leveraging automation tools such as UiPath
  • Previous experience supporting scheduling tools such as VisualCron or JAMS
  • Previous experience with ticketing systems such as FreshService or ServiceNow
  • Intermediate level experience in Linux, Bash, and one of either Perl or Python
  • Solid understanding of infrastructure, physical blades, VMs, clustered databases, distributed application systems, networking
  • Intermediate level experience in monitoring and handling alerts, leveraging Greylog, Rapid7, Splunk a plus
  • Experience in FIX & Swift Protocols.  Integrations, conformance, productions support
  • Experience writing basic database queries, automation scripts, or debugging any aforementioned
  • Experience in MS SQL and/or Oracle
*mjp123