Applications Support Analyst (Hybrid)
Applications Support Analyst (Hybrid)
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Job Description
The Role
Fastmarkets requires an Application Support Analyst to join our team to provide comprehensive IT application support services in an operational environment. This role is pivotal in ensuring smooth day-to-day operations maintaining system reliability and delivering exceptional user support across our digital applications ecosystem.
The successful candidate will be responsible for monitoring production environments handling incident and service request tickets through IT Service Management (ITSM) system queues and ensuring continuity through effective queue management and user communication.
Principal Accountabilities
- IT Service Management
- IT Operations
- Site Reliability Engineering Team
- Development Teams
- End Users across Fastmarkets
- 3rd Party Vendors & agencies
KEY RESPONSIBILITIES
ITSM Queue Management & Ticket Handling
- Monitor ServiceNow and Jira queues hourly responding to new tickets within agreed timescales
- Triage and prioritize tickets using established priority system (P1-P5 classification)
- Handle incident and service request tickets end-to-end ensuring SLA compliance
- Maintain organized queues with regular status updates and progress tracking
Technical Support & System Monitoring
- Deliver comprehensive support for Fastmarkets applications utilising Office 365 and Atlassian product suite (Jira Helpdesk Confluence)
- Monitor production environments regularly using monitoring tools to maintain system performance and health
- Perform scheduled maintenance tasks to prevent system issues
- Document all changes made to production environments following change management procedures
Incident Response & Escalation
- Respond to P1 (Critical) incidents according to Standard Operating Procedure (SOP)
- Follow established incident response times according to Standard Operating Procedure (SOP)
- Escalate complex technical issues to appropriate development teams when resolution exceeds support team capabilities
- Coordinate between ServiceNow and Jira systems for seamless ticket management and escalation
Problem Management
- Track and update new and existing Problem records in ServiceNow
- Track and escalate (where necessary) outstanding investigative or preventative measures and tasks
- Carry out RCA (Root Cause Analysis) using existing methodology on new and retrospective Problem Records
- Chair RCA meetings for new and retrospective Problem Records when required
- Carry out trend analysis for pro-active and re-active Problem Management
User Communication & Support
- Provide clear timely communication to end users regarding ticket status and resolution progress
- Conduct user education to prevent common issues and improve self-service capabilities
- Maintain professional communication standards via Teams phone and email throughout working hours
- Confirm issue resolution with requesters before closing tickets
Operational Continuity
- Participate in ticket handover procedures to ensure 24/7 operational awareness
- Maintain team knowledge of all assigned tickets status and background information
- Cover team members operational tasks as second highest priority after incidents
- Ensure BAU operations take precedence with incidents as the top priority
Qualifications :
We recruit talented dynamic people with diverse backgrounds and experiences all united by a belief in our mission to provide the worlds leading and most trusted price reporting events and intelligence service for the markets we serve. Were proud to be an equal opportunities employer and are committed to creating a fully inclusive workplace where everyone feels able to participate and contribute meaningfully.
If you are open-minded curious resilient solutions-oriented and committed to promoting equality then read on...
KNOWLEDGE EXPERIENCE AND SKILLS
We are looking for an individual who is highly motivated driven and have a passion to be part of a fast-paced successful team. Being a strong team player is also important as well as someone who is happy to work flexibly.
Problem Solving
- Strong analytical skills to diagnose and resolve technical issues promptly
- Ability to triage and prioritize multiple concurrent issues effectively
Communication and Collaboration
- Excellent verbal and written communication skills in English
- Ability to clearly articulate technical information to both technical and non-technical audiences
- Effective liaison skills with cross-functional teams and external stakeholders
Software Proficiency
- Competent in Office 365 tools Atlassian product suite Jira Confluence. Microsoft tools Teams and Outlook
- Experience with ITSM platforms (ServiceNow or Jira preferred)
- Desirable but not essential: Azure Windows Server Networking
Operational Excellence
- Strong organizational skills for queue management and ticket tracking
- Ability to work under pressure and meet SLA timeframes
- Experience with incident management and escalation procedures
- Understanding of change management processes
Responsiveness
- Ability to respond promptly to support queries within established SLA timeframes
- Availability during standard business hours with immediate response capabilities for critical incidents
If youre excited about the role but your experience skills or qualifications dont perfectly align we encourage you to apply anyway.
Additional Information :
Our Values
Fastmarkets people come from all different walks of life. Its this mix of brilliant personalities experiences and insights that gives us that warm open and friendly culture you can feel as soon as you meet us. But however wonderfully different we all are there are six things we all have in common and they form our Fastmarkets values.
Created by our own employees to reflect some of the personal traits that Fastmarkets people have our values are key to what makes our culture unique. They reflect who each of us are and theyre embedded in everything we do. Our values are:
- METRICS DRIVEN. We use insights to improve our customers experience and our business performance
- ACCOUNTABLE. We are accountable to ourselves and those we work with: we keep our promises and get things done
- GROWTH MINDSET. This value enables us to be nimble to the changing realities and operate with a sense of urgency
- INCLUSIVE. We are inclusive and respectful celebrating each of us and giving everyone a deep sense of belonging with the desire to bring their best self to work every day.
- CUSTOMER CENTRIC. We are customer-centric in all that we do
- COLLABORATIVE. We are collaborative able to work across teams and capitalise on the diversity of intellect perspectives and experiences.
Youve read a little about us now its over to you!
If you like what youve read so far and think you can see yourself as a Fastmarkets person its time to fill in your application form. This form is an important part of the selection process: its used to determine whether or not youll be chosen to have an interview and acts as a basis for the questions well ask you on the day.
Its vital that you try to capture all the relevant information we have asked for on the form so we can get a good feel for who you are and why youre great.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
