Senior Application Support Analyst

FinbourneUSAFull Time

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Job description

About the role

As a , you will play a crucial role in ensuring the operation of our financial technology applications. You will be responsible for troubleshooting complex issues, providing exceptional support to our clients, and collaborating with various teams to enhance our software solutions. This position is ideal for someone with a strong technical background and a passion for delivering high-quality service in a fast-paced environment. Your expertise will help us maintain our reputation as a leader in financial data management.

Key facts

Location: USA

Engagement: Full-time

Salary: Competitive, commensurate with experience

Visa: Sponsorship available for qualified candidates

What you'll do

Provide expert-level support for Finbourne's suite of financial applications, ensuring optimal performance and user satisfaction.
Troubleshoot and resolve application issues reported by clients, utilizing your analytical skills to identify root causes and implement effective solutions.
Collaborate with development teams to communicate client feedback and suggest enhancements that improve application functionality and user experience.
Conduct thorough testing of new features and updates to ensure they meet quality standards before deployment.
Develop and maintain comprehensive documentation for support processes, including troubleshooting guides and user manuals.
Train and mentor junior support analysts, sharing your knowledge and best practices to enhance team performance.
Monitor application performance metrics and proactively identify areas for improvement, working with technical teams to implement necessary changes.
Engage with clients to understand their needs and provide tailored support, building strong relationships that foster trust and satisfaction.
Participate in regular meetings with cross-functional teams to discuss ongoing projects, share insights, and align on priorities.
Stay updated on industry trends and emerging technologies to ensure Finbourne remains at the forefront of financial application support.
Assist in the development of training materials and resources for end-users, ensuring they have the tools needed to effectively our applications.
Contribute to the continuous improvement of support processes, identifying inefficiencies and proposing solutions to enhance service delivery.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field.
A minimum of 5 years of experience in application support or a similar role within the financial services sector.
Strong understanding of financial applications and their underlying technologies, with a focus on data management and analytics.
Proficiency in troubleshooting software issues, with a methodical approach to problem-solving.
Excellent communication skills, both written and verbal, with the ability to convey technical concepts to non-technical stakeholders.
Experience with SQL and database management, enabling effective data analysis and reporting.
Familiarity with software development life cycles (SDLC) and agile methodologies.
Ability to work independently and collaboratively in a team-oriented environment, managing multiple priorities effectively.
Strong attention to detail and a commitment to delivering high-quality support.

Nice to have

Experience with cloud-based applications and services, particularly in the financial technology space.
Knowledge of programming languages such as Python or Java, which can aid in troubleshooting and automation tasks.
Familiarity with ITIL or other service management frameworks, enhancing your ability to contribute to process improvements.
Previous experience in a client-facing role, demonstrating your ability to build relationships and manage expectations.
Understanding of regulatory compliance in the financial industry, ensuring that support practices align with industry standards.

Skills & tools

Proficient in application support tools and ticketing systems, ensuring efficient issue tracking and resolution.
Strong analytical skills, with the ability to interpret data and generate actionable insights.
Familiarity with monitoring and performance management tools to assess application health.
Experience with collaboration tools such as JIRA, Confluence, or similar platforms to facilitate team communication.

Practical notes

This position is based in New York, New York, and may require occasional travel for client meetings or training sessions.
Candidates should be prepared to work in a dynamic environment where priorities may shift rapidly, requiring adaptability and a proactive approach.
Finbourne values diversity and inclusion, encouraging applicants from various backgrounds to apply.
The company offers a comprehensive benefits package, including health insurance, retirement plans, and professional development opportunities.