Application Support Analyst

APPLICATION SUPPORT ANALYST (JOB NUMBER: ITO002655)

**Description of the Department**:
To provide quality, cost-effective, robust IT services / solutions to allow the various BNPP business units to achieve their respective corporate goals and objectives

**Summary of the Role**:
**Liaises with**

**Internal**:

- BNPP business units on support activities
- BNPP Service Delivery Client Support (service desk)
- BNPP Service Delivery Night Operator
- BNPP Project Services (primarily regarding hand-over activities)
- BNPP Regional IT (primarily regarding infrastructure matters)
- BNPP Singapore ARCC (escalation of NetIQ alerts)
- BNPP Global IT (supporting global solutions)

**External**:

- Vendors (3rd line support & system upgrade)
- Our client’s IT departments

**Key Responsibilities**:
**Application Support**
- Application support during business hours & rostered after hours support
- Problem diagnosis and resolution of both emergency and non-emergency incidents
- Review, analyse, recommend and implement process improvements, and eliminate recurring incidents
- Adhere to ITIL best practice for incident management
- Proactively check overnight processes with a view to identifying issues before they affect deliverables
- Assist with BNPP Night Operation issue escalations
- Involvement in project handovers to ensure smooth transition to production support
- Maintenance of system technical documentation within the Service Delivery knowledge base, BTO database, or Sharepoint
- Liaise with the business & other IT teams to ensure that system changes and enhancements are done so using Change Management best practice
- Assist in both internal and external audit activities
- Compliance with SAS70 requirements relating to IT functions
- Adhere to all internal controls to minimize risk

**Technical Support**
- Ensure database performance, replication and data backups are operating efficiently
- Assist in keeping DR environment in working order through participation in regular health checks, maintenance activities and tests
- Maintain inhouse alerting systems to ensure production monitoring captures all system exceptions

**Qualifications & Experience required for the role**:
**Required**:
**Technical**
- At least 2 yrs financial markets / fund manager / investment administration experience.
- At least 4 years proven experience with SQL Server (including programmatic modules). Essential need to understand and write SQL code.
- Preference for advanced experience in DB maintenance tasks, replication and DB backups
- At least 2 years MS SQL Reporting and SQL Server Integration Services
- Hands-on experience, with supporting evidence, of supporting.NET (C#, VB, ASP) and VBA
- Proven experience with web service technology, e.g. WCF, IIS
- Exposure to MQSeries, Websphere, SFTP and other file transfer protocols
- Experience of monitoring technologies with preference for BMC NetIQ & MS SCOM

**Personal**
- Very strong problem diagnosis and problem resolution skills
- Exceptional ability to take charge and own support issues and support environment
- Ability to work under pressure, both at an individual and team level
- Proven track record of prioritising critical issues, with experience of managing conflicting priorities
- Flexible
- Customer focus
- Delivery focus
- Demonstrated continuous improvement capabilities in previous roles
- Strong communication skills
- Proactive
- Enthusiastic team player
- Encourage effective teamwork through collaboration, enabling the sharing of skills, experience and ideas

**Preferable**:

- Experience with Microsoft Biztalk
- Thorough knowledge of BNP Paribas Securities Services technical environment
- Understanding of change control process

**Technical Skills required for the role**:

- Good understanding of industry standard technologies used in modern working environments

**Core Competencies required for the role**:

- **Attention to detail** - Ensures accuracy and implements processes to ensure quality of output. Ensures high personal standards in all areas of work.
- **Technical/professional knowledge** - Demonstrates a satisfactory level of technical and professional skills/knowledge in job related areas. Keeps abreast of current developments and trends in area of expertise
- **Technical/professional proficiency** - Demonstrates a satisfactory level of performance in specific technical / professional areas
- **Responsiveness** - Adapts when facing new or unforeseen situations. Delivers on time the required service.
- **Risk awareness** - Adheres to the organisation’s processes and procedures. Demonstrates a good understanding of compliance issues and implements work practices that minimise operational and reputational risk
- **Innovation** - Proactively looks for opportunities for continuous improvement and thinks creatively
- **Accountability** - Committed to achieving the organisation’s objectives. Demonstrates perseverance and is accountable for own actions.
- **Change manag