Junior Operations and Application Support Analyst

Location - London, United Kingdom

Role Overview:

Demica's Support team is responsible for monitoring the operation of the system, providing support to our customers, performing configuration changes, and working with other teams within the organisation to roll out the platform to new customers.

Main Duties

In this role, you will provide 1st and 2nd line support to Demica’s global network of customers. This will include:

  • Triaging incoming tickets, performing analysis, and resolving customer issues
  • Analysing customer data and providing customers with audit information or breakdowns of headline figures
  • Actively monitoring system health using a variety of tools including dedicated infrastructure and application monitoring suites, SQL, and ActiveBatch
  • Implementing ad-hoc configuration changes using Demica’s proprietary tools
  • Collaborating closely with the Development, Infrastructure, and Implementation teams to bring new customers onto the platform

Essential Requirements

  • A good degree in a STEM discipline or 2 years’ experience in a 1st or 2nd line application support role in a customer-facing environment
  • You have exceptional attention to detail
  • You are comfortable analysing, transforming, and generally working with large datasets
  • You have a passion for helping others and thrive on solving problems
  • You are great at communicating technical concepts to customers and colleagues both verbally and in writing
  • You are logical and insightful when troubleshooting problems
  • You flourish in a dynamic high-pressure environment, and can prioritise incoming and existing tasks according to urgency and impact

Desired Requirements

  • You have experience using SQL
  • You have worked with XML
  • You are familiar with Java, and are keen to delve deeper
  • You understand computer logic and/or programming concepts
  • ITIL v3/2011 Foundation certified
  • Previous experience of Atlassian JIRA/JIRA Service Desk
  • Knowledge of SWIFT messaging (e.g. ISO20022, ISO15022)
  • Experience working in a controlled environment, such as Financial Services
  • Written and spoken fluency in another language (in particular Spanish, Portuguese, French, German, Russian)

 Personal/Culture fit

  • Empathetic
  • A problem solver
  • Methodical
  • Resourceful
  • Entrepreneurial
  • Collaborative
Martine Skinner
— Head of Human Resources
+44 (0) 20 7450 2550
Martine Skinner
— Head of Human Resources
+44 (0) 20 7450 2550