Application Support Analyst at Computershare Deutschland GmbH Co KG

Hong Kong Island, Hong Kong, China -

Full Time

Start Date

Immediate

Expiry Date

02 Apr, 26

Salary

0.0

Posted On

02 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Application Support, Business Analysis, Troubleshooting, SQL Server, T-SQL, Oracle DB, Web Technologies, Incident Management, Problem Management, ITIL, Agile, Communication Skills, Analytical Skills, Team Player, Customer Facing Skills, Attention To Detail

Industry

Financial Services

Description

Location: Wanchai, Hong Kong, Hybrid In this position, you’ll be based in the Wanchai office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex. We give you a world of potential The Global Chief Technology Officer (CTO) group is responsible for planning, designing, building and running technology services. The CTO teams span architecture, infrastructure, service operations, compliance, and technical support. We ensure that colleagues around the world have access to the technology and agreed service levels that they need to take care of their clients and their clients’ shareholders, employees and customers. A fantastic opportunity has arisen, and we are looking for an Application Support Analyst to join our CTO group. The Application Support Analyst will be responsible for supporting maintaining and managing the application portfolio utilized by the Computershare business and customers. A role you will love As an Application Support Analyst, you will be responsible for troubleshooting issues, supporting day-to-day requirements of our business units / clients, providing analysis and recommendations on existing technical solutions, playing a key part in technical projects and ensuring a quality service is provided to our clients. This is a hands-on IT focused position, suited to an individual with experience of Application Support and Business Analysis who enjoys working closely with Project Managers, Developers and Testers. This role is within a fast-paced IT department responsible for supporting applications across a wide range of business units within the financial sector and requires an individual who strives under pressure and can meet demanding SLA’s and deadlines. This role is required to work closely with the Service Management and Development teams, utilizing the core ITIL principles in Change, Release, Incident and Problem management as well as supporting the successful delivery of new services / applications into the production environment. Some other key accountabilities will include: 1) Incident and Support: • Issue debugging and Incident management • Perform data and system analysis • Successful management of change into production • Managing risk within agreed acceptance levels • Manage releases and system upgrades into live systems • Ensure system stability and management of environments • Monitor systems and act on alerts and system events • Undertake capacity planning for key events • Active involvement in Service Transition from development teams • Build relationships with key stakeholders/customers • Maintain and update knowledge bases for support group • Vendor management 2) Implementation and Deployments: • Deliver and support IT projects • Complete system configuration • Support key business events and data migrations • Document and implement problem items as part of the Problem Management process. • Work with other technical teams (Development, Infrastructure, external Vendors), to deliver continued service improvement and when needed, determine root cause of issues. • Manage Environments 3) Communication & Documentation: • Collaborate with individuals and teams to promote knowledge sharing • Escalate risks and issues to the Team Lead / Management as appropriate • Gather and document knowledge gained on known issues into an indexed knowledge base • Maintain environment configuration documentation. • Provide timely and accurate updates to stakeholders 4) Quality Control / Continuous Improvement: • Analyze support enquiries to identify recurring user problems, recommend solutions and identify areas where support services can be improved • Suggest ways to improve existing processes and/or create additional ones to improve quality and efficiency What will you bring to the role? To be successful in this role, you must have a good understanding of Windows Management Console and basic server administration, as well as the Agile SDLC and project methodologies. Demonstrated excellent planning, analytical, and problem-solving skills. Highly organized, detail-oriented, and team-oriented. Excellent interpersonal and communication skills. Proficiency in both English and Mandarin. Some other key skills required for the role: • Bachelor’s degree or above in Computer Science, Information Technology, or related field. • At least 5 years of significant experience in a relevant Business or IT related support role. • Strong Analytical, Troubleshooting and debugging Skills, with the ability to collect and analyze complex material and data, and present it in accessible formats. • Experience of business analysis, release management and service delivery. • Understanding of ITIL framework, SDLC and DevOps concepts and methodologies. • Good working knowledge of SQL Server and T-SQL and/or Oracle DB/Server. • Understanding of Windows Management Console and basic server administration. • Experience with Web technologies or similar (HTML, XML, CSS, JavaScript, AJAX, Web Services) • Experience with Incident & Problem management methodologies and associated processes are preferred. • A Good Team Player with proven ability to build and maintain strong relationships with clients, including international clients. • Ability to work under pressure and meet tight deadlines, with a high attention to detail. • Strong customer facing and communication skills in both Chinese and English (written and verbal). Rewards designed for you Flexible work to help you find the best balance between work and lifestyle. Health and wellbeing rewards that can be tailored to support you and your family. Invest in our business by setting aside salary to purchase shares in our company, and you’ll receive a company contribution as well. Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future. And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub. #LI-Hybrid

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Responsibilities

The Application Support Analyst will be responsible for troubleshooting issues, supporting day-to-day requirements of business units and clients, and ensuring quality service is provided. This role involves managing incidents, supporting IT projects, and collaborating with various technical teams.