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Application Support Analyst - Banking

Job Title: Application Support Analyst - Banking
Location: Sydney
Reference: 327197688
Job Published: June 02, 2021 15:02

Job Description

We're working with a Giant Financial Services who are looking for multiple Application Support Analyst's to join their team! In this role you will be working in a fast paced environment in a high performing team as the first point of contact for technical queries for a range of customers. You will be responsible for supporting customer technical readiness, in particular for the new Blockchain Technologies including new Clearing and Settlement Platform. Focus will be on the operational implementation and support of Distributed Ledger Technology (DLT).

What you’ll be responsible for:
  • Deliver exceptional service to customers; maintaining high standards of support and responsiveness on all technical related matters including production and development support 
  • As a customer advocate you will manage and resolve customer queries in a timely and efficient manner
  • Provide assistance to customers during various development and testing phases such as API Development, Accreditation Testing, Customer End to End Testing, Implementation Rehearsals and Production Go-Live;
  • Proactively ensure the management and resolution of customer queries in a timely and efficient manner
  • Collaborate internally working closely with Operational, Business Development, Project, Technology teams to deliver customer onboarding solutions
  • Analyse the teams requirements to support technical changes and proactively engage with development teams to monitor delivery
  • Engaging with project teams to collate technical changes into new team operational procedures
  • Upskilling BAU teams in technical changes, providing guidance on new procedures and utilisation of new tools to maintain exceptional service to customers. 
  • Identify and implement initiatives related to operational risk reduction, technical change and process improvement
  • Participate as an engaged member of the Operations Group; contributing to initiatives and deliverables aligned with the Operations strategy
  • Provide support on occasional customer facing weekend upgrades
What you will have done to be successful in this role:
  • Previous experience in a customer service orientated and delivery focused environment
  • An understanding of the Australian financial markets including Equity, Derivatives or OTC Markets
  • Knowledge of Participant systems, operations and connectivity models across Front, Middle or Back Office environments
  • Experience in providing technical support
  • Experience with technical systems, protocols or infrastructure
  • Proven verbal, written and communication skills including experience with data collation and report writing for management
  • Experience in AMQP, FIX or Swift protocols
  • Understanding of Distributed Ledger Technology
  • Previous exposure to Banking products and systems
  • Previous exposure to CRM systems (ideally Salesforce)
  • Experience in using call logging and tracking systems
If you are interested in hearing more about this role, apply now!

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