Role: Mid-Market Administrator
Role Responsibilities

First and second line support for any issues relating to the Market Administrators trading platform. Hands-on incident and problem management, ownership of internal and client-facing trade issues. This includes trade investigate, resolution, escalation, communication, follow-up, logging and trending (Identify, diagnose and resolve).
Responsible for the ongoing maintenance of the platform's data accuracy including updates when required and pro-active monitoring.
Issue logging and tracking of requests via service management tool (ServiceNow).
Ensure logging of all incidents into ServiceNow for compliance and management review

Monitor support chats and respond and investigate user queries and issues in a timely manner.
Investigate system logs and outputs to analyze any user or trade flow issues either within the front office systems or between the front and trade processing systems.
Work with the product management team in raising workflow and system improvements.
Expectation of the desire to learn and understand brokered products relating to the Market Administrator's trading application.
Coordinate any internal training requirements relating to the Market Administrator's trading platform.
Support and testing of all new software releases before roll out.
Out of hours cover may also be required to accommodate any upgrade and release testing. This may also include bank holiday desk coverage.
Maintain up-to-date team technical documentation, team procedures and processes.
Cross-train other team members of your championed system.

Person Specification
Knowledge

Experience

Skills

Client Focused

Personable and engaging
Communicates effectively and efficiently to internal and external stakeholders
Build relationships and networks with both internally and externally wherever possible
Demonstrates strong customer focus
Demonstrates ability to work effectively with others
Constructively handles disagreements to reach a resolution
Ability to work with diverse groups/ personalities

Dynamic & Competitive

Demonstrates high levels of energy in seeking out and achieving new goals
Goes that extra mile
Is a self-starter
Shows evidence of being comfortable working in fast paced or pressured environments
Enjoys a challenge and is able to escalate
Does not give up easily

Open & Communicative

Professional Integrity

Effective

Excellent attention to detail, highly organized with a proactive approach • Strong analytical ability and problem-solving skills