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Support Analyst

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Job Description

Our Client

The London Stock Exchange Group plc is a British-based stock exchange and financial information company. It is headquartered in London, United Kingdom. It owns the London Stock Exchange, Borsa Italiana, MillenniumIT, Russell Indexes, FTSE International, Exactpro, and majority stakes in LCH and MTS.

Responsibilities

  • Customer Support – helping man the UnaVista helpdesk, responding efficiently to customer queries and carrying out Tier 1 and Tier 2 investigation of reported problems in accordance with SLAs. Most support is via telephone or email and all customer contacts are to be reported in the helpdesk system
  • Build and maintain solutions on the UnaVista platform in accordance with requirements prioritised by product management
  • Ensure existing and new solutions are optimized and scalable to ensure on-going support requirements are minimised
  • Be or become highly knowledgeable in the relevant business domains
  • Work with product management and customers to ensure that business solutions are correctly designed and built
  • Work with development, professional services, QA and support teams to ensure that business solutions are delivered to plan and customers are satisfied
  • Data centre coordination – working with staff in the LSEG’s technical operations group to ensure that the UnaVista servers and network infrastructure are appropriately managed and maintained
  • Working with the Head of Support to continue to find ways to improve the level of customer service
  • Internal infrastructure administration – helping to administer the team’s case management module used for tracking helpdesk tickets, application lifecycle management, and project management tasks, etc
  • Internal wiki, used for internal and customer-facing documentation

Requirements

  • 3-4 years’ experience on a helpdesk or similar client-facing role
  • Service-oriented approach, good customer-facing telephone/email capabilities
  • Knowledge of SQL (specific SQL Server experience is best)
  • Basic understanding of networking including FTP/SFTP

Nice to have:

  • Java, JavaScript, DHTML, JBoss, Apache (all on Windows platforms); exposure to other technologies an advantage
  • Previous experience with JIRA/Confluence (as a user, good; as an administrator even better)
  • Basic Linux system administration skills, MySQL exposure
  • Financial messaging (SWIFT FIN, FIX) and financial post-trade service providers (Omgeo, SWIFT Accord)
  • Post-trade processing for equities, equity derivatives and other instruments. Knowledge in reconciliations and/or transaction reporting and reconciliations
  • Regulation, MiFID / EMIR

Benefits

  • Pillar 3 Supplemental Pension
  • 25 days’ holiday a year
  • Private medical insurance
  • Group life insurance policy
  • Meal vouchers
  • Other cool perks

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