Trade Support Analyst

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

• Financial Services preferably

Experience

• Reasonable experience
• Operational support experience

Skills

• IT literate,
• Basic network tracing.
• Familiarity with system log and xml analysis
• System administration,
• Data processing,
• MS Office conversant,
• Good attention to detail,
• Familiarity with financial markets
• Confidence to liaise with internal and external customers,
• Good communicator.
• A good balance of technical and social 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

• Adapts communication style to suit audience
• Projects personal credibility
• Interacts confidently without being overbearing
• Ability to work effectively in a high-pressure environment
• Keeps emotions under control in difficult situations
• Handles criticism constructively

Professional Integrity

• Able to demonstrate honesty, integrity and professionalism
• Promotes loyalty to TP ICAP and its principles
• Works ethically and shows respect for both professional and company values

Effective

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