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3 Operations Analyst Resume Examples For 2024

Operations Analyst Resume

Formal operations analyst resume, elegant operations analyst resume.

• Operations Analyst Resume Writing 101

You improve business operations by analyzing data on current procedures and policies, assessing the fine details and hunting down opportunities for improvement. The reports and recommendations that you provide post-analysis are second nature to you, too!

But you might still have some questions about creating a cover letter or writing a resume . How long should it be, and how do you make sure you don’t leave out anything important?

Don’t worry: We’ve been helping analysts and specialists like you land excellent jobs for years. Our resume templates like these three time-tested operations analyst samples will help you get started.

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• Entry-level business analyst
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What Matters Most: Your Skills & Work History

Your whole “thing” is conducting in-depth analysis of success indicators for the business you work for, and then applying those learnings: “How well are the current operations performing, and how can I improve the strategy?” Recruiters want to see that you have the niche skills required to make this happen.

General abilities like “communication” and “computer skills” should be a given for a pro like you, and nothing that vague should go on your resume skills section ! It’s time to get specific.

Go beyond interpersonal skills to clarify how you apply them within your role. List programs, strategic elements, and software tools by name.

Here’s what we mean:

9 Best Operations Analyst Skills

• Google Sheets
• Time Management
• Statistical Analysis

Sample operations analyst work experience bullet points

Those skills make an excellent introduction, but recruiters want to dive into the next chapter of your story: How do you utilize those skills to their fullest potential? How have you applied your analytical, detail-oriented mindset on the job to exceed expectations?

You can get some inspiration from our sample resumes , but basically, you’ll want to share what you did, why you did it, how you did it, and how it helped . In other words: How did you create success, and how does that success leave a measurable, positive impact within your field?

That’s right: Measurable impact! You never want to turn in a resume without quantifiable data that shows what a difference you can make. Recruiters need solid metrics for your experience and accomplishments.

Here are some examples:

• Implemented cross-functional, cross-regional design and implementation of 31+ strategic end-to-end supply chain capability enhancements, boosting revenue by 16%
• Established strategies for service improvements and executed performance with 98% accuracy in reporting
• Owned 90% of the Incident, Request, Change, and Escalation processes related to Core Ops support, ensuring customer satisfaction ratings of 87% or higher on average
• Ensured all systems, methodologies, and procedures were followed with a 0.5% error rate, reducing unnecessary manual labor by 12 hours per month

Top 5 Tips for Your Operations Analyst Resume

• Whenever you can do so in your experience section, try to name specific tools, such as Tableau or SQL, that you used to work your magic. You don’t have to give away all your secrets, but recruiters need at least a glimpse of how you use tech to get things done.
• Place a special emphasis on the experience points you’d be most comfortable discussing in an interview. If you’ve got a proven track record of implementing successful changes or you shine when training employees on new procedures, spend a lot of your time there. That way, recruiters will be more likely to give you a chance to expound upon your strongest points in an interview.
• Results and success metrics are the core of your role as an operations analyst since they play against one another in the business’ perpetual learning cycle. Whenever you can, provide metrics that can scale over time, such as growth percentages or reduced labor hours.
• We know: It can be tempting to pack as much info as possible into every bullet point. But make sure you avoid dragging on! Keep each achievement as concise as possible to pack the best punch, and save further details for your BA cover letter .
• Ensure that your resume’s readability is top-notch. Your resume format will work best when it’s organized in reverse-chronological order. This keeps your most recent operations analyst position at the top, so hiring managers can see relevant experience and increased responsibility from you.

How to Write an Operations Analyst Resume

If you were to perform cost analysis on production processes, you’d want to present your recommendations in an easily understandable format. The same is true for operations analyst resumes. Choose an organized template that’s well-spaced, uses bullet points, and has easily readable 12-14 point fonts.

Operations analysts handle a lot behind the scenes to make data-based recommendations. Therefore, focusing on technical skills like using Lucidchart and performing statistical analysis is important to show how you achieve great results.

You should use your analytical skills to optimize your resume with metrics-based bullet points that show data from your achievements that will be important to businesses. For instance, you could explain how you improved shipping routes to get products processed and delivered 45% faster.

When you’re reviewing the numbers, it’ll be important that you perform accurately to ensure all the process improvement measures you implement are successful. Show that accuracy right away by submitting a resume free of grammatical errors.

Do you want to emphasize the impact that skills like using AirTable will have? Using an active voice will help. To start, use action words like “organized” or “presented.” Then, you can put it all together by saying how you “organized pricing data in AirTable to help marketing team members make 36% more effective pricing decisions.”

Versatility is important for any strategic thinker—and especially for an operations analyst. Show that you have a broad scope of capabilities by pulling in a versatile array of experience points.

You want to come across as both approachable and professional, just as you do on the job helping employees get up to speed or proving the effectiveness of a process change. And the balance between approachable and professional should be based on the job description’s tone, so go back and reread it for good measure!

Writing tone isn’t the only thing the job description is suitable for! Skim it for keywords, such as “experience in Lucidchart,” company values or lingo, and anything else that stands out that you can reflect in your resume.

4 Operations Analyst Resume Examples & Writing Guide

What does an operations analyst resume that gets interviews look like? Operations analysts optimize processes, identify inefficiencies, and implement data-driven solutions to improve business performance. We break down 4 real-world operations analyst resume samples and provide step-by-step guidance to write your own. Learn what skills to feature, what experience to highlight, and how to describe your impact to impress hiring managers.

A great resume is key to landing an operations analyst position. Hiring managers look at many applications, so your resume needs to quickly show you have the right skills and experience for the job.

But what exactly should you include in your operations analyst resume? How can you highlight your most relevant qualifications?

This article provides a step-by-step guide to writing an impressive operations analyst resume. You'll learn what sections to include, what skills to showcase, and how to effectively describe your experience. We've also included four operations analyst resume samples to give you some inspiration and ideas.

By the end of this article, you'll know how to create a resume that grabs the attention of employers and helps you get more interviews. Let's dive in and start crafting your winning operations analyst resume!

Common Responsibilities Listed on Operations Analyst Resumes

• Analyzing operational data and metrics to identify trends, bottlenecks, and areas for improvement
• Developing and implementing process improvements and optimization strategies
• Monitoring and reporting on operational performance against established KPIs and targets
• Collaborating with cross-functional teams to streamline operations and resolve operational issues
• Conducting root cause analyses and identifying corrective actions for operational problems
• Supporting the implementation of new operational systems, processes, and technologies
• Preparing and presenting operational reports and analysis to management and stakeholders
• Ensuring compliance with operational policies, procedures, and regulatory requirements

How to write a Resume Summary

In the realm of resume building, the summary or objective section holds a crucial role in establishing your professional image. This essential slice of your portfolio acts as your first impression, a preview of your professional self. It embodies your work values, sums up your experiences, and sketches a trajectory of your career path. The crafting of an impeccable summary/objective is akin to mastering an art, merging precision with creativity.

To create a stellar summary/objective as an Operations Analyst requires a deep and thorough self-assessment. Know your strengths, grasp them, and optimize them in your favor. List all your significant achievements and skills but remember, keep it concise and clear.

Nonetheless, remaining aloof from clichés and overused lines is just as crucial. The job market today is competitive and a carbon-copy claim like "highly proficient analyst" won't effectively communicate your prowess to the hiring manager.

Instead, use unique sentences to describe your skills, consider the needs of the potential employer, and align them with your capabilities. Make sure to demonstrate your value, kind of like offering a sneak peek into the magic you could bring to the company.

Never forget to tailor your summary/objective section according to the role you're embarking on. Your goal here is not to sell or present yourself as a one-size-fits-all. It's to stand out while remaining authentic, and to reassure hiring managers that you are what their team needs.

Proofread your summary/objective section, and then proofread it again. As the beginning of your resume, it sets the tone for the document. Mistakes here could alter the hiring manager's perspective about you. Grammatical errors might distract from your excellent qualifications, so make sure to keep it mistake-free.

In summary, aim to craft a summary/objective section for your resume that provides an insight about your experience, skills, and objectives, while also demonstrating your compatibility with the prospective employer's requirements. Your summary/objective should be inviting, somewhat akin to rolling out a red carpet leading hiring managers to the rest of your achievement-stacked resume. Let this part elevate your entire application by being the forte of your resume!

Remember, the summary/objective section of your resume is not just about standing out. It's also about fitting in - right in that synopsis spot which your prospect employer is looking to fill. Craft it well, craft it right, and let the magic happen!

Please note: Markdown only supports titles at or above the third level (h3). However, in the context of simplifying language and readability, it was decided not to include any titles in this post.

Strong Summaries

• Results-driven Operations Analyst with over 5 years of experience, specialized in identifying operational issues and implementing effective solutions. Proven ability to streamline operations and improve team performance.
• Dedicated Operations Analyst with expertise in strategic planning and data-driven decision making. Led several initiatives resulting in cost reduction and revenue growth in previous roles.
• Experienced Operations Analyst with a talent for identifying inefficiencies and successful strategies for improvement. Strong background in data analysis, projecting planning, and team leadership.
• Motivated Operations Analyst skilled in monitoring company-wide functions, analyzing key operation metrics, and providing business solutions that drive performance, profitability and growth.

Why these are strong ?

These examples are good in practice due to the emphasis on result-oriented and pertinent skills. They differentiate between each candidate, highlighting the individual strengths of each one, thus adding value. Utilizing action verbs such as 'specialized', 'led', 'identifying' etc. create a strong professional image and state the candidate's ability to perform tasks. Such summaries not only present the recruiter with an overview of the candidate's experience but also their abilities and achievements.

Weak Summaries

• I am an Operations Analyst.
• Looking for an analyst position where I can use my skills.
• I've worked as an analyst before and I would like to do it again.
• I have a degree in business.
• I know how to analyze operations.

Why these are weak ?

These above examples represent poor examples of a professional summary for an Operations Analyst resume due to their lack of detail and failure to highlight specific skills and experience.

'I am an Operations Analyst': This phrasing is too generic and does not distinguish the candidate from others. A better approach would be to mention specific skills, experiences, and achievements.

'Looking for an analyst position where I can use my skills': This statement is vague, and recruiters prefer professional summaries that are specific and demonstrate value to the potential employer. Mentioning specific skills and how they can benefit the potential employer would enhance this summary.

'I've worked as an analyst before and I would like to do it again': This statement lacks enthusiasm, specificity, and does not offer any detail on previous experience. It is beneficial to mention where you worked as an analyst and notable achievements in that position.

'I have a degree in business': While it is important to mention education qualifications, this should not be the only detail in the professional summary. An effective summary should include relevant skills, experience, and achievements.

'I know how to analyze operations': This is again too generic and a basic expectation from an Operations Analyst. Highlighting specific analytical methods or projects would provide a clearer picture of the expertise.

The Professional Summary section is intended to be a compelling snapshot of one's professional life and should thus be packed with valuable and specific details.

Showcase your Work Experience

Whether you're fresh out of university or a seasoned professional, the Work Experience section on your resume is your chance to shine. It's your golden ticket to get from the application pile to the interview chair - it represents the story of your professional journey.

An effectively curated Work Experience section can distinguish your application among a sea of candidates. It communicates not only what you've accomplished, but the value you bring to organizations. Remember, your resume is a marketing tool, with the product being you.

Your Work Experience section mustn't merely scratch the surface, listing off roles and responsibilities. Beyond detailing job titles and dates, it's essential to intricately weave in the results you've achieved in these roles. This lends a dynamic aspect to your resume, setting a strong narrative of progression and growth.

Tailor The Content

Not all experiences are created equal. Tailor your resume to each role you apply to as an Operations Analyst. This involves aligning your experiences with the desired qualifications listed in the job description. While it takes time, a targeted approach pays off. It demonstrates both your interest in the role and your willingness to put in the effort for the organization.

Highlight Your Achievements

Quantification is a powerful tool in your resume. Ratifying your experiences with numbers elucidates the scale of your achievements. Metrics such as process times reduced, costs saved, or any measurement meaningful in your operations analysis record — these can substantiate your claims. Remember, it's about the impact you've made.

Quantify your achievements and impact using concrete numbers, metrics, and percentages to demonstrate the value you brought to your previous roles.

Order Matters

Typically, you should present your work experience in reverse chronological order, starting with your most recent role. This helps the hiring manager understand your current skills and capabilities.

Be Clear And Concise

Clear and concise descriptions are paramount. The hirer won't have the luxury of time to decode complex jargon or lengthy sentences. Stick to action-oriented yet simple language, and keep descriptions to a maximum of two lines. This ensures readability while not compromising on the critical details of your experience.

Steer Clear Of Redundant Information

Lastly, exclude redundant information. For roles held long ago, or those unrelated to operations analysis, keep the descriptions short or consider omitting them entirely. Remember, your objective is to showcase relevance and value, not simply to fill the page.

Crafting an effective Work Experience section isn't a herculean task, but it does require an element of strategy and self-reflection. Keep these points in mind, and remember, your resume is the first step in showcasing why you could be the asset any organization needs. By placing emphasis on relevance, results, and clarity, your Work Experience section can indeed rise above the norm, resonating with potential employers.

Strong Experiences

• Utilized operational data to spot trends and steer business output, improving efficiency by 15%.
• Generated comprehensive forecasting models that have been adopted company-wide.
• Performed advanced data analytics, identifying opportunities to improve operational performance and recommending process optimizations.
• Conducted ongoing assessments of customer feedback to identify common operational issues and propose solutions.
• Managed multi-departmental project to streamline inventory management operations, leading to reduction of unsold stock by 20%.

These examples provide a specific action that the analyst performed, which paints a picture of their capability and expertise. They also include measurable results which showcase tangible experience and impact of the individual's role, such as 'improving efficiency by 15%' or 'reducing unsold stock by 20%'. Including these kind of metrics is a good practice as it quantifies your achievements and can provide potential employers with a clear idea of what they can expect from your work.

Weak Experiences

• I did tasks
• Worked for a time
• Did a lot of stuff
• Participated in teams
• Was responsible for operations
• Responsible for things and stuff

The above mentioned bullet points are examples of bad practice in a resume, specifically for the role of Operations Analyst. These examples are vague and non-specific, failing to provide a clear understanding of the candidate's experience, skills and achievements.

Good bullet points in a resume should include specific responsibilities, achievements, special projects, and tangible results where applicable. They should also make use of action verbs to clearly communicate what the role entailed. 'I did tasks', 'Worked for a time' and 'Did a lot of stuff' are particularly poor examples as they fail to indicate any specific duties or achievements that would provide employers with a good understanding of the candidate's suitability for the Operations Analyst role. Likewise, 'Participated in teams' is too vague - it's better to specify the nature of tasks performed in the team or the project that the team was involved in.

Moreover, using generic terms like 'Responsible for things and stuff' shows a lack of professionalism and could potentially come off as disrespectful to potential employers. This further highlights the importance of using concise, well-defined bullet points in a resume.

Skills, Keywords & ATS Tips

In every resume, there exists a special part known as the skills section. The skills section is like a magic key that can unlock doors to great opportunities. Writing an Operations Analyst resume requires a mix of hard and soft skills. Understanding how these skills work, and how they connect to keywords and an Applicant Tracking System (ATS), is an important factor to consider when crafting your resume.

Understanding Hard and Soft Skills

Hard skills are concrete skills that you learn through schooling or training. They are job-specific and are usually required for the role. For example, for an Operations Analyst, hard skills might include data analysis, project management, and technical know-how.

On the opposite end, we have soft skills. Soft skills are more abstract. They involve interpersonal skills and personality traits that help you work effectively. Communication, problem-solving, teamwork, and adaptability are examples.

The fascinating truth about the Operations Analyst position is that it requires a blend of both. The right hard skills show you can do the job, but the right soft skills illustrate how well you can do the job.

Keywords and Applicant Tracking System (ATS)

Let's move to keywords and the ATS, two things with a strong connection to skills. Think of keywords like secret codes that the ATS is looking for. They are usually hard and soft skills, qualifications, or job requirements mentioned in the job description.

The ATS is a tool that companies use to sort through many resumes, finding the ones that match the job best. How do they do this? By scanning for these keywords! The closer your resume keywords match those in the job description, the higher the chance your resume will get noticed.

Matching Skills

Matching your skills is about aligning the hard and soft skills on your resume to the job description's keywords. It means reviewing the job listing carefully and selecting skills that directly correspond.

When matching, don't randomly pick skills. Instead, compile solid evidence of where you've demonstrated these skills in the past. Quantifiable achievements work best here.

Remember, the more your skills match the job description, the better your chances are. It's a game of fit: showing the employer that you're the missing piece in their puzzle.

Yes, it's that simple yet powerful. Employers are looking for the right match, and when your hard and soft skills align with their needs, it's a win-win! The key is to find the balance, mix and stir in the right dosage, and serve it hot on your resume. You've got this!

Remember this: your skills are valuable. Showcase them confidently. Understand the job description, identify the keywords, and use the ATS to your advantage by perfectly matching your skills. The result will be an Operations Analyst resume that stands tall in a pool of competition.

Top Hard & Soft Skills for Full Stack Developers

Hard skills.

• Data Analysis
• Process Improvement
• Financial Modeling
• Statistical Analysis
• Project Management
• Database Management
• Risk Assessment
• Supply Chain Management
• Quality Control
• Business Intelligence
• Operations Research
• Inventory Management
• Forecasting
• Root Cause Analysis
• Cost Reduction

Soft Skills

• Analytical Thinking
• Problem-Solving
• Attention to Detail
• Communication
• Critical Thinking
• Time Management
• Adaptability
• Decision Making
• Organizational Skills
• Conflict Resolution
• Stress Management
• Customer Service
• Interpersonal Skills

Top Action Verbs

Use action verbs to highlight achievements and responsibilities on your resume.

• Implemented
• Coordinated
• Facilitated
• Streamlined
• Communicated
• Collaborated
• Prioritized
• Recommended
• Standardized

Education & Certifications

Adding your education and certificates to your resume is pivotal in showcasing your qualifications for an Operations Analyst position. Start by including a dedicated "Education" section at the end of your resume. List your degree title, institution name, and the years attended. Following that, add a distinct "Certifications" section. Specify the title of the certificate, the granting body, and the date earned. Avoid including unnecessary details; focus on relevant certifications that enhance your professional credentials. Remember, clarity is key.

Some of the most important certifications for Operations Analysts

The CISA certification is for professionals who audit, control, monitor, and assess information technology and business systems.

The CSCP certification is for professionals who want to demonstrate their knowledge and organizational skills for developing more streamlined operations.

The CPIM certification is for professionals involved in production and inventory management.

The CFE certification is for professionals who specialize in detecting and deterring fraud.

Resume FAQs for Operations Analysts

What is the ideal resume format and length for an operations analyst.

The ideal resume format for an Operations Analyst is a reverse-chronological format, which lists your work experience from most recent to oldest. As for length, aim for one page if you have less than 10 years of experience, or two pages if you have more extensive experience.

How can I highlight my analytical and problem-solving skills on my Operations Analyst resume?

Emphasize your analytical and problem-solving skills by providing specific examples of how you've used data analysis, process improvement, or root cause analysis to identify and resolve operational issues. Quantify your achievements with metrics or percentages whenever possible.

What are some essential keywords to include in an Operations Analyst resume?

Some essential keywords to include in an Operations Analyst resume are: data analysis, process optimization, root cause analysis, key performance indicators (KPIs), continuous improvement, project management, and any industry-specific terms or software tools you're proficient in.

How can I make my Operations Analyst resume stand out?

To make your Operations Analyst resume stand out, highlight any specialized certifications or training you've completed, showcase your ability to work with cross-functional teams, and emphasize your strong communication and presentation skills, as these are crucial for effectively conveying your findings and recommendations.

An Operations Analyst monitors and optimizes operational processes, uncovers inefficiencies through data analysis, and proposes solutions. Key skills include analytical prowess, problem-solving abilities, and strong communication. When writing a resume for this role, emphasize your expertise in data mining, process mapping, and root cause analysis. Highlight specific accomplishments quantifying efficiency gains or cost savings. Showcase technical skills with tools like SQL, Excel, and data visualization software. Demonstrate a blend of analytical and communication abilities.

Diligent and meticulous Operations Analyst with a proven track record of developing and optimizing processes to drive operational efficiency and effectiveness. Adept at analyzing complex data, identifying trends, and providing actionable insights to stakeholders. Collaborative team player with exceptional communication and problem-solving skills.

• Spearheaded the development and implementation of a new workflow management system, resulting in a 25% increase in productivity and a 15% reduction in operational costs.
• Conducted in-depth data analysis to identify process bottlenecks and inefficiencies, presenting findings and recommendations to senior management.
• Collaborated with cross-functional teams to streamline processes and enhance communication, leading to improved overall operational performance.
• Developed and delivered comprehensive training programs to onboard new team members and upskill existing staff, ensuring a high level of competency and consistency.
• Played a key role in the successful integration of acquired company's operations, minimizing disruptions and ensuring a smooth transition.
• Analyzed operational data and generated insightful reports, enabling data-driven decision-making and strategic planning.
• Implemented process improvements that increased efficiency by 20% and reduced error rates by 10%.
• Coordinated with stakeholders across multiple departments to ensure seamless execution of projects and initiatives.
• Conducted regular audits and assessments to identify potential risks and compliance issues, developing mitigation strategies as needed.
• Provided exceptional support to senior management, preparing and presenting reports and analyses on key operational metrics and trends.
• Coordinated daily operations and workflows, ensuring smooth and efficient functioning of the department.
• Developed and maintained standard operating procedures (SOPs) and documentation, promoting consistency and best practices.
• Assisted in the implementation of a new customer relationship management (CRM) system, contributing to improved customer service and satisfaction.
• Monitored and reported on key performance indicators (KPIs), identifying areas for improvement and recommending solutions.
• Provided exceptional administrative support to the operations team, managing calendars, scheduling meetings, and preparing correspondence.
• Process Optimization
• Workflow Management
• Process Mapping
• Continuous Improvement
• Stakeholder Management
• Change Management
• Reporting & Analytics
• Microsoft Office Suite

A Business Operations Analyst examines organizational processes, data, and metrics to identify inefficiencies and opportunities for optimization. When applying for this role, highlight your analytical mindset, problem-solving abilities, and experience streamlining operations through data-driven insights. Quantify your achievements, such as process improvements resulting in cost or time savings. Tailor your resume to align with the specific requirements outlined in the job posting.

Dynamic and results-driven Business Operations Analyst with a proven track record of optimizing processes, enhancing operational efficiency, and driving business growth. Adept at leveraging data-driven insights to identify improvement opportunities and implement strategic solutions. Experienced in collaborating with cross-functional teams to align objectives and deliver measurable results.

• Spearheaded the implementation of a new CRM system, resulting in a 25% increase in customer retention and a 15% boost in sales revenue.
• Conducted comprehensive process audits and identified bottlenecks, leading to a 20% reduction in operational costs and a 30% improvement in workflow efficiency.
• Developed and delivered training programs to onboard new hires, reducing time-to-productivity by 40% and enhancing overall team performance.
• Collaborated with the marketing team to analyze customer data and develop targeted campaigns, resulting in a 50% increase in lead generation and a 20% increase in conversion rates.
• Presented quarterly business performance reports to senior management, providing actionable insights and recommendations for strategic decision-making.
• Conducted a thorough analysis of the company's supply chain processes, identifying inefficiencies and proposing solutions that led to a 15% reduction in inventory carrying costs.
• Collaborated with the IT team to define requirements and oversee the development of a custom Business Intelligence dashboard, empowering stakeholders with real-time data insights.
• Developed and implemented a vendor performance evaluation system, resulting in a 25% improvement in supplier reliability and a 10% reduction in procurement costs.
• Facilitated cross-functional workshops to gather requirements and align stakeholders, ensuring the successful delivery of projects within scope, budget, and timeline.
• Mentored junior analysts, providing guidance and support to foster their professional growth and enhance team capabilities.
• Assisted in the development of standard operating procedures (SOPs) for key business processes, enhancing consistency and reducing errors by 30%.
• Conducted market research and competitive analysis to identify potential growth opportunities, presenting findings to senior management and contributing to the development of the annual strategic plan.
• Supported the implementation of a new expense management system, providing user training and troubleshooting support to ensure a smooth transition.
• Analyzed employee engagement survey data and proposed initiatives to improve workplace satisfaction, resulting in a 15% increase in employee retention.
• Participated in process improvement projects, contributing ideas and assisting with the implementation of solutions that streamlined operations and reduced costs.
• Requirements Gathering
• Financial Analysis
• Vendor Management
• Analytical Problem Solving
• Cross-functional Collaboration

An Operations Specialist is responsible for overseeing and optimizing an organization's day-to-day operations. Key duties include managing staff schedules, monitoring inventory levels, implementing process improvements, and troubleshooting operational issues to ensure smooth workflow and efficiency. When writing a resume for this role, highlight your experience managing operational activities and implementing solutions to improve productivity. Emphasize your problem-solving abilities, attention to detail, and skills like project management, data analysis, and communication. Quantify your achievements with specific metrics, such as "Streamlined inventory processes, reducing carrying costs by 15%." Use clear formatting and focus on demonstrating your expertise in driving operational excellence.

Results-driven Operations Specialist with over 7 years of experience in optimizing processes, managing projects, and driving continuous improvement. Proven track record of successfully implementing operational strategies that enhance efficiency, reduce costs, and improve customer satisfaction. Skilled in data analysis, cross-functional collaboration, and leadership.

• Spearheaded a process improvement initiative that reduced order processing time by 25%, resulting in increased customer satisfaction and a 10% boost in sales.
• Led a cross-functional team to streamline inventory management, reducing stock-outs by 30% and saving the company $500,000 annually.
• Developed and implemented a new training program for operations staff, resulting in a 20% reduction in employee turnover and a 15% increase in productivity.
• Conducted data analysis to identify bottlenecks and inefficiencies, presenting findings to senior management and driving the implementation of solutions.
• Managed a team of 12 operations specialists, providing coaching, mentoring, and performance feedback to ensure team success.
• Implemented a new inventory tracking system that reduced inventory discrepancies by 40% and saved the company $200,000 in annual losses.
• Collaborated with the IT department to develop and launch a mobile app for store managers, streamlining communication and task management.
• Conducted regular audits of operational processes, identifying areas for improvement and implementing corrective actions.
• Trained and mentored a team of 8 junior operations specialists, fostering a culture of continuous learning and improvement.
• Managed relationships with key vendors and suppliers, negotiating favorable terms and ensuring timely delivery of products and services.
• Assisted in the development and implementation of a new package tracking system, improving delivery accuracy by 15%.
• Coordinated daily operations across multiple departments, ensuring seamless communication and collaboration.
• Analyzed operational data to identify trends and opportunities for improvement, presenting findings to management.
• Managed a team of 5 operations assistants, providing guidance and support to ensure smooth operations.
• Developed and maintained relationships with key stakeholders, including customers, vendors, and internal departments.
• Training & Development
• Budgeting & Forecasting
• Problem-solving

An Operations Consultant streamlines business processes for enhanced efficiency. They analyze current operations, pinpoint areas for optimization, and implement innovative solutions. When crafting a resume, emphasize expertise in process improvement methodologies, data analysis, project management, and strategic problem-solving. Highlight strong communication and leadership skills, along with any relevant certifications or industry-specific experience that demonstrate your ability to drive operational excellence.

Results-driven Operations Consultant with a proven track record of optimizing business processes, driving efficiency, and delivering measurable improvements. Adept at analyzing complex systems, identifying bottlenecks, and implementing innovative solutions to streamline operations and reduce costs. Collaborative leader with exceptional communication and project management skills.

• Led a cross-functional team in a large-scale supply chain optimization project for a Fortune 500 client, resulting in a 15% reduction in operational costs and a 20% improvement in delivery times.
• Developed and implemented a comprehensive performance management system, leveraging data analytics and KPIs to drive continuous improvement across multiple departments.
• Conducted a thorough review of the client's procurement processes, identifying inefficiencies and recommending strategic sourcing initiatives that generated over $5 million in annual savings.
• Facilitated workshops and training sessions to promote Lean Six Sigma methodologies, empowering client teams to adopt best practices and foster a culture of operational excellence.
• Collaborated with senior leadership to define and execute transformational initiatives, ensuring alignment with overall business objectives and stakeholder expectations.
• Conducted comprehensive operational assessments for clients across various industries, identifying improvement opportunities and developing tailored solutions to address critical challenges.
• Led the successful implementation of a warehouse management system for a major e-commerce client, optimizing inventory control and order fulfillment processes, resulting in a 30% increase in productivity.
• Designed and executed a strategic workforce planning initiative for a healthcare client, optimizing staffing levels and reducing labor costs by 12% while maintaining service quality.
• Developed and delivered training programs on process improvement methodologies, enabling client teams to drive ongoing operational enhancements and sustain long-term benefits.
• Collaborated with cross-functional teams to develop and implement standard operating procedures, ensuring consistency and compliance across the organization.
• Supported senior consultants in delivering operational improvement projects for clients in the manufacturing and financial services sectors.
• Conducted data analysis and process mapping to identify bottlenecks and inefficiencies, contributing to the development of targeted improvement initiatives.
• Assisted in the implementation of a lean manufacturing program for a client, resulting in a 25% reduction in cycle times and improved overall equipment effectiveness.
• Developed and maintained project documentation, ensuring effective communication and knowledge transfer among team members and stakeholders.
• Participated in client workshops and brainstorming sessions, contributing ideas and insights to drive innovative solutions and continuous improvement.
• Lean Six Sigma
• Business Process Redesign
• Supply Chain Optimization
• Workforce Planning
• Performance Metrics
• Operations Strategy
• Training and Development

3 Operations Analyst Resume Examples for Your 2024 Job Search

Operations analysts are experts at problem solving and finding solutions to complex issues. As an operations analyst, your resume should be just like a data analysis. It should be organized, concise, and provide a clear picture of your qualifications and experience. In this guide, we'll review X operations analyst resume examples to help you get the job you want.

Resume Examples

Resume guidance.

• High Level Resume Tips
• Must-Have Information
• Why Resume Headlines & Titles are Important
• Writing an Exceptional Resume Summary
• How to Impress with Your Work Experience
• Top Skills & Keywords
• Go Above & Beyond with a Cover Letter
• Resume FAQs
• Related Resumes

Common Responsibilities Listed on Operations Analyst Resumes:

• Analyze operational data to identify trends and develop insights to improve operational efficiency
• Develop and maintain operational reports and dashboards to track performance metrics
• Design and implement process improvements to streamline operations
• Develop and maintain operational policies and procedures
• Monitor and analyze customer feedback to identify areas of improvement
• Develop and maintain operational budgets and forecasts
• Develop and maintain operational KPIs and SLAs
• Develop and implement strategies to reduce operational costs
• Manage and coordinate operational projects and initiatives
• Liaise with stakeholders to ensure operational objectives are met
• Monitor and analyze operational performance to identify areas of improvement
• Develop and maintain operational training materials and programs

You can use the examples above as a starting point to help you brainstorm tasks, accomplishments for your work experience section.

Operations Analyst Resume Example:

• Developed and implemented a new process improvement strategy that reduced operational costs by 25% and increased efficiency by 30% within the first year.
• Collaborated with cross-functional teams to design and launch a new customer feedback program, resulting in a 15% increase in customer satisfaction scores.
• Analyzed operational data to identify trends and insights, leading to the development of a new KPI dashboard that improved decision-making and increased team productivity by 20%.
• Led the coordination and execution of a major operational project, resulting in a 10% increase in revenue and a 15% reduction in operational costs.
• Developed and maintained operational policies and procedures, ensuring compliance with industry regulations and improving overall team efficiency by 25%.
• Collaborated with stakeholders to develop and implement a new training program, resulting in a 20% increase in employee satisfaction scores and a 10% reduction in training time.
• Developed and maintained operational budgets and forecasts, resulting in a 5% reduction in operational costs and a 10% increase in revenue.
• Designed and implemented a new SLA tracking system, resulting in a 20% improvement in SLA compliance and a 15% increase in customer satisfaction scores.
• Analyzed operational performance data to identify areas of improvement, leading to the development and implementation of a new process improvement initiative that reduced operational costs by 30%.
• Process improvement
• Data analysis
• Project management
• Cross-functional collaboration
• Customer satisfaction measurement
• KPI development and tracking
• Operational cost reduction
• Compliance and regulatory knowledge
• Training program development
• Budgeting and forecasting
• SLA management
• Performance measurement
• Strategic planning
• Risk management
• Change management

Operations Specialist Resume Example:

• Developed and implemented a new operational strategy that resulted in a 25% increase in efficiency and a 15% reduction in operational costs.
• Monitored and analyzed customer feedback to identify areas of improvement, resulting in a 10% increase in customer satisfaction ratings.
• Managed and coordinated a complex operational project, ensuring timely completion and achieving a 100% success rate.
• Developed and implemented a new budgeting process that resulted in a 20% reduction in operational costs and improved cost-effectiveness.
• Identified and resolved operational issues in a timely manner, resulting in a 30% reduction in downtime and improved overall operational performance.
• Developed and maintained relationships with key stakeholders, resulting in a 15% increase in collaboration and improved project success rates.
• Developed and implemented new operational policies and procedures, resulting in a 20% increase in efficiency and a 10% reduction in errors.
• Monitored and analyzed operational performance metrics to identify areas of improvement, resulting in a 15% increase in productivity and a 10% reduction in costs.
• Managed and coordinated a large-scale operational project, ensuring timely completion and achieving a 100% success rate.
• Operational strategy development
• Budgeting and cost reduction
• Performance monitoring and analysis
• Customer feedback analysis
• Stakeholder relationship management
• Policy and procedure development
• Time management
• Team coordination and collaboration
• Problem-solving
• Data-driven decision making
• Quality control
• Communication and interpersonal skills

Operations Consultant Resume Example:

• Developed and implemented a new quality control system, resulting in a 20% reduction in defects and a 15% increase in customer satisfaction within the first quarter.
• Analyzed and optimized the supply chain process, reducing lead times by 30% and saving the company $500,000 in operational costs annually.
• Managed a team of 15 employees and implemented a training program that improved employee retention by 25% and increased productivity by 20%.
• Developed and implemented a new operational strategy that reduced costs by 25% and increased efficiency by 30% within the first year.
• Managed a budget of $5M and implemented cost-saving measures that resulted in a 10% reduction in expenses while maintaining high levels of service quality.
• Developed and implemented a risk management strategy that reduced risk exposure by 40% and improved overall business continuity.
• Developed and implemented a new reporting system that provided real-time data on key performance indicators, resulting in a 15% increase in productivity and a 10% reduction in operational costs.
• Managed a team of 20 employees and implemented a training program that improved employee satisfaction scores by 20% and reduced turnover by 30%.
• Developed and implemented a new process for analyzing customer feedback, resulting in a 25% increase in customer satisfaction scores and a 20% increase in repeat business.
• Supply chain optimization
• Team management
• Employee training and development
• Budget management
• Cost reduction
• Business continuity planning
• Data analysis and reporting
• Customer satisfaction improvement

Business Operations Anaylst Resume Example:

• Data Analysis
• Process Improvement
• Supply Chain Management
• Project Management
• Business Intelligence Tools
• CRM Systems
• ERP Systems
• Financial Modeling
• Operational Efficiency Optimization
• Strategic Planning
• Market Research
• Inventory Management
• Dashboard Creation and Maintenance
• Business Process Re-engineering
• Change Management
• Stakeholder Engagement
• Problem-Solving
• Cost Reduction Strategies
• Performance Metrics Analysis
• Workflow Automation
• Customer Satisfaction Enhancement
• Compliance and Reporting Standards
• Demand Forecasting
• Workshop Facilitation
• Cross-Functional Team Leadership

High Level Resume Tips for Operations Analysts:

Must-have information for a operations analyst resume:.

Here are the essential sections that should exist in an Operations Analyst resume:

• Contact Information
• Resume Headline
• Resume Summary or Objective
• Work Experience & Achievements
• Skills & Competencies

Additionally, if you're eager to make an impression and gain an edge over other Operations Analyst candidates, you may want to consider adding in these sections:

• Certifications/Training

Let's start with resume headlines.

Why Resume Headlines & Titles are Important for Operations Analysts:

Operations analyst resume headline examples:, strong headlines.

• Operations Analyst with expertise in process improvement and cost reduction, driving efficiency gains of up to 25% in supply chain operations.
• Data-driven Operations Analyst with a track record of implementing successful inventory management strategies and reducing stockouts by 40%.
• Experienced Operations Analyst with a focus on risk management and compliance, ensuring regulatory adherence and mitigating operational risks.

Why these are strong: These resume headlines are strong for Operations Analysts as they highlight key skills and achievements that are relevant to their roles. The first headline emphasizes the candidate's expertise in process improvement and cost reduction, which are crucial factors in supply chain operations. The second headline showcases the candidate's data-driven approach and success in implementing inventory management strategies, which is a key responsibility for Operations Analysts. Finally, the third headline highlights the candidate's experience in risk management and compliance, which is a critical aspect of the role and highly valued by hiring managers.

Weak Headlines

• Operations Analyst with Strong Analytical Skills
• Experienced Operations Analyst with Knowledge in Process Improvement
• Operations Analyst with Expertise in Data Analysis

Why these are weak:

• These resume headlines need improvement for Operations Analysts as they lack specificity and fail to showcase the candidate's unique value or accomplishments. The first headline mentions strong analytical skills, but doesn't provide any context or results, such as percentage improvements or cost savings. The second headline highlights knowledge in process improvement, but doesn't mention any specific methodologies or tools used. The third headline mentions expertise in data analysis, but doesn't showcase any measurable achievements or certifications that could strengthen the candidate's profile.

Writing an Exceptional Operations Analyst Resume Summary:

Resume summaries are crucial for Operations Analysts as they provide a brief yet impactful way to showcase their skills, experience, and unique value proposition. A well-crafted summary can immediately capture the attention of hiring managers, setting the tone for the rest of the resume and positioning the candidate as an ideal fit for the role.

For Operations Analysts specifically, an effective resume summary is one that highlights their ability to analyze data, identify trends, and make informed decisions to optimize business operations and drive growth.

Key points that Operations Analysts should convey in a resume summary include:

Relevant Experience: Clearly mention the number of years of experience you have in operations analysis, highlighting any notable achievements or career highlights. If you have experience with different types of industries or operations that are particularly relevant to the job, mention that too.

Technical and Domain Expertise: Showcase your knowledge of analytical tools and methodologies (SQL, Excel, Tableau, etc.), as well as any industry-specific knowledge that would be beneficial to the role (e.g., logistics, supply chain, finance).

Leadership and Teamwork: In any operations analysis role, leadership and collaboration are going to be core components. Emphasize your ability to lead cross-functional teams, collaborate with stakeholders, and create a shared vision for optimizing business operations.

Problem-Solving Skills: Highlight your ability to identify problems, analyze data, and make informed decisions to optimize business operations and drive growth.

Process Improvement: Show that you can identify areas for process improvement, develop and implement solutions, and measure the impact of those solutions.

To nail the resume summary, use your best judgment to choose the right combination of these that align closest with the individual role you’re applying for. Remember, your resume summary will be one of the first things that a potential employer will see about you and your operations analysis career.

Operations Analyst Resume Summary Examples:

Strong summaries.

• Detail-oriented Operations Analyst with 5 years of experience in financial services, adept at analyzing complex data sets and identifying trends to improve operational efficiency. Skilled in project management and cross-functional collaboration, successfully led a team of 10 analysts to implement a new data management system, resulting in a 30% reduction in processing time.
• Strategic Operations Analyst with a background in supply chain management, experienced in optimizing inventory levels and reducing costs through process improvements. Proficient in data visualization and reporting, developed and implemented a new reporting system that increased visibility into supply chain performance and saved the company $500,000 in annual costs.
• Analytical Operations Analyst with expertise in healthcare operations, skilled in identifying areas for improvement and implementing solutions to enhance patient care. Proficient in SQL and data analysis, led a project to streamline patient intake processes, resulting in a 25% reduction in wait times and a 15% increase in patient satisfaction.

Why these are strong: These resume summaries are strong for Operations Analysts as they highlight the candidates' key skills, industry-specific experience, and quantifiable achievements. The first summary emphasizes the candidate's ability to analyze complex data sets and lead a team to implement a new data management system, resulting in a significant reduction in processing time. The second summary showcases the candidate's expertise in supply chain management and their ability to save the company $500,000 in annual costs through process improvements. Lastly, the third summary demonstrates the candidate's analytical skills and their success in improving patient care through streamlining patient intake processes, making them highly appealing to potential employers in the healthcare industry.

Weak Summaries

• Operations Analyst with experience in data analysis and process improvement, seeking a challenging role in a fast-paced environment.
• Experienced Operations Analyst with a background in project management and data visualization, looking to leverage my skills to drive operational efficiency in a dynamic organization.
• Operations Analyst with a focus on optimizing supply chain processes and reducing costs, committed to delivering results that improve business performance.

Why these are weak: These resume summaries need improvement for Operations Analysts as they lack specific achievements or quantifiable results that showcase the candidate's value to potential employers. The first summary provides only a general overview of the candidate's experience without mentioning any specific industries or processes they have improved. The second summary mentions project management and data visualization skills but doesn't provide any examples of how these skills have contributed to operational efficiency. The third summary mentions optimizing supply chain processes and reducing costs but doesn't provide any quantifiable results or details on the candidate's successes in implementing these approaches, which would make their profile more compelling to potential employers.

Resume Objective Examples for Operations Analysts:

Strong objectives.

• Detail-oriented and analytical Operations Analyst with experience in data analysis and process improvement, seeking a challenging role to leverage my skills in optimizing operational efficiency and driving business growth.
• Recent graduate with a degree in Operations Management and a strong foundation in statistical analysis and process optimization, seeking an entry-level Operations Analyst position to apply my knowledge and contribute to the success of a dynamic organization.
• Results-driven Operations Analyst with expertise in data visualization and project management, seeking a position to utilize my skills in identifying opportunities for process improvement and driving operational excellence.

Why these are strong: These resume objectives are strong for up and coming Operations Analysts because they showcase the candidates' relevant skills and experience, while also highlighting their eagerness to learn and contribute to the success of the organization. The first objective emphasizes the candidate's attention to detail and analytical skills, which are important attributes for an Operations Analyst. The second objective showcases the candidate's educational background and knowledge of operations management principles, demonstrating a strong foundation for success in the role. Lastly, the third objective highlights the candidate's experience in project management and data visualization, making them a promising fit for an Operations Analyst position where they can further develop their skills and contribute to the company's growth.

Weak Objectives

• Seeking an Operations Analyst position where I can utilize my skills and knowledge to contribute to the success of the company.
• Recent graduate with a degree in business and a strong interest in operations analysis, seeking an entry-level position in the field.
• Operations Analyst with some experience in data analysis and project management, looking for a challenging role to further develop my skills.

Why these are weak: These resume objectives need improvement for up and coming Operations Analysts because they lack specificity and don't effectively showcase the unique value or skills the candidates possess. The first objective is generic and doesn't provide any information about the candidate's background, passion, or relevant experience. The second objective mentions a degree in business and an interest in operations analysis, but it doesn't mention any specific achievements, education, or industries the candidate is interested in. The third objective hints at some experience in data analysis and project management, but it doesn't elaborate on any particular area of operations analysis the candidate is passionate about, which would make their profile more appealing to potential employers.

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Speed up your resume creation process with the ai resume builder . generate tailored resume summaries in seconds., how to impress with your operations analyst work experience:, best practices for your work experience section:.

• Focus on specific projects or initiatives you have worked on, and highlight the impact you had on the organization's operations.
• Use data and metrics to showcase your achievements, such as cost savings, process improvements, or efficiency gains.
• Describe your analytical skills and how you have used them to identify trends, solve problems, or make recommendations for improvement.
• Highlight any experience you have with data analysis tools or software, such as SQL, Excel, or Tableau.
• Emphasize your ability to work collaboratively with cross-functional teams, including IT, finance, and business operations.
• Mention any process improvements or standardization initiatives you have led or contributed to.
• Use industry-specific language and terminology to demonstrate your understanding of the operations field.

Example Work Experiences for Operations Analysts:

Strong experiences.

Conducted data analysis and created reports to identify operational inefficiencies, resulting in a 20% reduction in processing time and a 15% increase in productivity.

Developed and implemented process improvements, including automation and standardization, resulting in a 25% reduction in errors and a 30% increase in accuracy.

Collaborated with cross-functional teams to identify and resolve system issues, resulting in a 40% decrease in downtime and a 50% increase in system uptime.

Managed vendor relationships and negotiated contracts, resulting in a 15% reduction in costs and a 10% increase in service quality.

Conducted market research and analyzed industry trends to identify opportunities for process improvement and cost savings, resulting in a 20% reduction in expenses and a 25% increase in revenue.

Developed and delivered training programs for new hires and existing staff, resulting in a 30% increase in employee retention and a 20% increase in employee satisfaction.

Why these are strong:

• These work experiences are strong because they showcase the candidate's ability to analyze data, identify inefficiencies, and implement process improvements. The candidate also demonstrates their ability to collaborate with cross-functional teams, manage vendor relationships, and develop and deliver training programs. These experiences highlight the candidate's diverse skillset and their ability to drive results in a fast-paced, dynamic environment.

Weak Experiences

Conducted data analysis and generated reports for management, utilizing Excel and SQL.

Assisted in the implementation of new software systems, providing user support and troubleshooting.

Participated in team meetings and provided recommendations for process improvements.

Coordinated with vendors to ensure timely delivery of supplies and equipment.

Conducted inventory management and maintained accurate records of stock levels.

Assisted in the preparation of budgets and financial reports.

• These work experiences are weak because they lack specificity and quantifiable results. They provide generic descriptions of tasks performed without showcasing the impact of the individual's work or the benefits brought to the company. To improve these bullet points, the candidate should focus on incorporating metrics to highlight their achievements and providing clear context that demonstrates their direct contributions to successful outcomes.

Top Skills & Keywords for Operations Analyst Resumes:

Top hard & soft skills for operations analysts, hard skills.

• Data Analysis and Visualization
• Lean Six Sigma Methodologies
• Root Cause Analysis
• Quality Control and Assurance
• Risk Management
• Vendor Management
• Budgeting and Forecasting
• Performance Metrics and KPIs

Soft Skills

• Analytical and Problem-Solving Skills
• Attention to Detail and Accuracy
• Communication and Interpersonal Skills
• Time Management and Prioritization
• Adaptability and Flexibility
• Teamwork and Collaboration
• Decision Making and Strategic Planning
• Critical Thinking and Data Analysis
• Process Improvement and Optimization
• Customer Service and Support
• Project Management and Coordination
• Technical Aptitude and Learning Agility

Go Above & Beyond with a Operations Analyst Cover Letter

Operations analyst cover letter example: (based on resume).

As an Operations Analyst, you understand the importance of attention to detail and the ability to analyze complex data to drive business decisions. Similarly, pairing your resume with a tailored cover letter can give you a crucial edge over the competition and significantly increase your chances of landing an interview. A cover letter is an extension of your resume, an opportunity to showcase your passion for the role and highlight your relevant experience. Contrary to common belief, crafting a compelling cover letter doesn't have to be an overwhelming task, and the benefits far outweigh the effort required.

Here are some compelling reasons for submitting a cover letter:

• Personalize your application and showcase your genuine interest in the company and role as an Operations Analyst
• Illustrate your unique value proposition and how your skills align with the specific job requirements for an Operations Analyst
• Communicate your understanding of the company's operations and how you plan to contribute to their success
• Share success stories and achievements that couldn't be accommodated in your resume, such as specific projects you have worked on or process improvements you have implemented
• Demonstrate your writing and communication skills, which are essential for Operations Analysts who need to effectively communicate complex data and analysis to stakeholders
• Differentiate yourself from other applicants who might have opted not to submit a cover letter and show that you are willing to go the extra mile to secure the role as an Operations Analyst.

Resume FAQs for Operations Analysts:

How long should i make my operations analyst resume.

In general, an Operations Analyst resume should be one to two pages in length. It should be concise and highlight the most relevant skills and experiences that are applicable to the job. It's important to remember that hiring managers and recruiters often have to review hundreds of resumes, so keeping it brief and to the point can help make a strong impression. When deciding what to include, focus on the most recent and relevant experiences and skills. Highlight any achievements or accomplishments that demonstrate your ability to analyze data and improve processes. Use bullet points and clear language to make it easy for the reader to quickly understand your qualifications. Overall, the goal is to create a strong and impactful resume that showcases your skills and experiences in a concise and effective manner.

What is the best way to format a Operations Analyst resume?

The best way to format an Operations Analyst resume is to keep it clean, concise, and easy to read. Use bullet points to highlight your key skills and accomplishments, and make sure to include relevant keywords that match the job description. It's also important to include a summary or objective statement at the top of your resume that highlights your experience and qualifications. Additionally, be sure to include any relevant certifications or training that you have completed. Overall, the goal is to make it easy for the hiring manager to quickly understand your qualifications and experience as an Operations Analyst.

Which Operations Analyst skills are most important to highlight in a resume?

Operations Analysts should consider highlighting the following skills in their resumes: 1. Data Analysis: Operations Analysts should have strong analytical skills to interpret complex data and identify trends, patterns, and insights that can help improve business operations. 2. Process Improvement: Operations Analysts should be able to identify inefficiencies in business processes and develop strategies to improve them. 3. Project Management: Operations Analysts should be able to manage projects from start to finish, including planning, execution, and monitoring. 4. Communication: Operations Analysts should have excellent communication skills to effectively communicate with stakeholders, team members, and management. 5. Technical Skills: Operations Analysts should have a strong understanding of technical tools and software used in data analysis, project management, and process improvement. By highlighting these skills in their resumes, Operations Analysts can demonstrate their ability to analyze data, improve processes, manage projects, communicate effectively, and use technical tools to support business operations.

How should you write a resume if you have no experience as a Operations Analyst?

If you have no experience as an Operations Analyst, it is important to focus on highlighting your transferable skills and relevant education. Here are some tips for writing a resume: 1. Start with a strong objective statement that highlights your interest in the Operations Analyst role and your relevant skills and education. 2. Emphasize your education, especially if you have a degree in a related field such as business, finance, or operations management. 3. Highlight any relevant coursework or projects that demonstrate your understanding of operations analysis, data analysis, and project management. 4. Include any internships or volunteer work that demonstrate your ability to work in a team, analyze data, and solve problems. 5. Use action verbs and specific examples to describe your skills and accomplishments, even if they are not directly related to operations analysis. For example, if you worked in customer service, highlight your ability to analyze customer feedback and make recommendations for improvement. 6. Customize your resume for each job application, highlighting the skills and experiences that

Compare Your Operations Analyst Resume to a Job Description:

• Identify opportunities to further tailor your resume to the Operations Analyst job
• Improve your keyword usage to align your experience and skills with the position
• Uncover and address potential gaps in your resume that may be important to the hiring manager

Related Resumes for Operations Analysts:

Operations analyst resume example, operations specialist resume example, operations consultant resume example, more resume guidance:.

• Career Blog

Operations Analyst Resume: Best Examples for 2024

An Operations Analyst is an expert in data analysis, process improvement, and problem-solving. They are responsible for identifying inefficiencies in business operations, and developing solutions that improve efficiency, increase revenue, and reduce expenses. In most cases, they work with a team of collaborators to achieve this goal.

Importance of a well-written Operations Analyst Resume

Your resume serves as the first impression that you make on a potential employer, and it is important to ensure it is well-written, accurate, and aligned with the specific requirements of the position. A well-written operations analyst resume can highlight your skills and experience while attracting the attention of a potential employer. It should be tailored to the specific job requirements and should highlight your qualifications, career achievements, and experiences that distinguish you from other candidates.

Key Components of an Operations Analyst Resume

As a crucial member of a company’s team, an operations analyst has a significant impact on the success of the company’s operations. For this reason, it is essential that an operations analyst’s resume accurately reflects their skills and experience. Here are key components that should be included in an operations analyst’s resume:

A. Objective or Summary Statement

The objective or summary statement of an operations analyst’s resume should provide a brief overview of their career goals, skills, and experience. It should capture the attention of the hiring manager and make it clear why the candidate is a great fit for the role.

B. Core Competencies

An operations analyst’s core competencies should highlight their skills and capabilities that make them a strong candidate for the position. This section should include technical skills, such as data analysis and project management, as well as softer skills, like communication and teamwork.

C. Professional Experience

The professional experience section of an operations analyst’s resume should provide a detailed description of their previous work experience. It should highlight the candidate’s job duties and responsibilities, as well as their achieved accomplishments and achievements.

1. Job Duties and Responsibilities

To make the most of this section, the candidate should include a bulleted list of their main responsibilities for each role. This will allow the hiring manager to quickly assess the candidate’s experience and determine whether their skills align with the company’s needs.

2. Achievements and Accomplishments

Including specific achievements and accomplishments is crucial to showcasing a strong record of performance. Operations analysts should highlight how they have been successful in their previous roles, whether that be through cost reductions, process improvements or optimizing efficiency.

3. Using Metrics and Quantitative Data

Whenever possible, an operations analyst’s resume should include quantitative data and metrics to support their achievements. This could include specific numbers in terms of cost savings, efficiency improvements or process optimizations.

D. Education and Certifications

Education and certification credentials are important factors in the hiring process. Operations analysts should include relevant education details such as the university, degree and the date of graduation. In addition, any certifications that are relevant to the position applied for should be included in this section.

A well-crafted operations analyst’s resume should communicate their skills, value add, and show that they have had sustained success in previous roles. By including these key components, an operations analyst can demonstrate their qualifications for the role and stand out to hiring managers.

Best Practices for Writing an Effective Operations Analyst Resume

When it comes to writing an effective operations analyst resume, there are several best practices that you should follow. These practices will help you stand out from other candidates and increase your chances of getting hired.

A. Understanding the Target Audience

One of the most important things you can do when writing your operations analyst resume is to understand your target audience. This means researching the company you are applying to and understanding their values, goals, and mission. This will allow you to tailor your resume to better fit the company culture and demonstrate that you are a good fit for the company.

B. Tailoring Resume for the Job Posting

In addition to understanding the target audience, it’s also important to tailor your resume for the job posting. This means carefully reading the job description and highlighting the skills and experience that are most relevant to the job. You should also try to use the same language and terminology that is used in the job posting.

C. Using Action Verbs

To make your resume more engaging and impactful, it’s important to use action verbs when describing your experiences and accomplishments. This means using verbs like “implemented,” “created,” “managed,” and “improved” to describe your actions and achievements.

D. Incorporating Relevant Keywords

Another important aspect of writing an effective operations analyst resume is incorporating relevant keywords. This means including industry-specific terms and phrases that will make your resume more searchable and increase your chances of being noticed by hiring managers.

E. Highlighting Achievements and Accomplishments

Finally, it’s important to highlight your achievements and accomplishments in your operations analyst resume. This means using specific examples to demonstrate how you have successfully contributed to previous companies or projects. It’s also important to quantify your achievements with metrics and data whenever possible.

By understanding the target audience, tailoring your resume for the job posting, using action verbs, incorporating relevant keywords, and highlighting your achievements and accomplishments, you can create an effective operations analyst resume that will help you stand out and land your dream job.

Formatting Tips for an Operations Analyst Resume

When it comes to creating an effective resume, the formatting you use can make a huge impact. As an operations analyst, you want to showcase your skills and experience in the best way possible. Here are some tips for formatting your operations analyst resume.

A. Choosing the Right Layout

Choosing the right layout is crucial when it comes to creating a professional-looking resume. A clean and simple layout will make it easier for the employer to focus on your qualifications. Use headings and bullet points to break up information and make it easier to read.

Consider using a functional or combination resume format, which emphasizes your skills and achievements rather than your work history. This format will allow you to highlight your experience in the field and your ability to handle different tasks effectively.

B. Using Appropriate Font and Font Size

The font you choose should be easy to read and professional-looking. A font like Times New Roman or Arial is a safe choice. You should also choose an appropriate font size, typically between 10-12 points. Avoid using excess font styles or sizes, as they can distract from your content.

C. Proper Use of White Space

White space, or the areas of your resume without text, is important for readability. Use white space to break up sections and make your resume easier to skim. This can also make the document look more aesthetically pleasing.

At the same time, don’t overdo the white space. Too much empty space can make your resume look sparse and incomplete, while too little space can make it cluttered and difficult to read.

D. Including Bulleted Lists

Bulleted lists are a great way to organize information and make it more visually appealing. Use bullet points to highlight key accomplishments, skills, or experience. This can help draw the employer’s attention to important information and make it easier to scan the document.

Be sure to keep your bullet points concise and easy to read. Use action verbs and specific metrics whenever possible. This can help demonstrate your expertise and highlight your achievements.

E. Adding Visual Elements

Visual elements such as icons, graphs, or tables can help make your resume stand out from the competition. These elements can help convey complex data and statistics in a straightforward way.

Be mindful of the visual elements you choose, however. Make sure they are professional-looking and appropriate for the content of your resume. They should also be consistent with the overall design and layout of the document.

Formatting is an essential component when it comes to crafting an effective operations analyst resume. It can help showcase your qualifications and make your application stand out. Keep these tips in mind when building your resume, and you’ll be on your way to landing your dream job.

Operations Analyst Resume Examples

If you want to become an operations analyst, one of the most important things you need is a great resume that showcases your skills and experiences. In this section, we will provide you with two excellent operations analyst resume examples so you can get an idea of what a great resume should look like.

A. Sample Resume 1

1. objective/summary statement.

This section of the resume should provide a brief summary of your career goals and what you can offer the employer. Here’s an example:

Objective: To obtain an operations analyst position in a dynamic organization where I can utilize my strong analytical skills to improve business processes and increase profitability.

2. Core Competencies

Your core competencies section should list your skills and abilities related to the operations analyst role. These skills can be technical or soft skills like communication and teamwork.

Core Competencies:

• Strong analytical skills
• Proficient in Excel, SQL, and Tableau
• Experience with financial analysis and reporting
• Excellent communication and collaboration skills
• Ability to identify and solve complex problems

3. Professional Experience

This section should highlight your work experience as an operations analyst or in a related field. Make sure to list your accomplishments and how you contributed to the success of the company.

Professional Experience:

• Developed and implemented new procedures to improve workflow efficiency, resulting in a 20% increase in productivity.
• Conducted data analysis to identify trends and opportunities for savings, resulting in a $50,000 reduction in annual expenses.
• Coordinated with cross-functional teams to develop and implement a new inventory management system, resulting in a 30% reduction in inventory holding costs.
• Conducted process improvement initiatives to optimize supply chain operations, resulting in a 15% reduction in lead times.

4. Education and Certifications

This section should list your educational background and any relevant certifications.

• Bachelor’s degree in Business Administration, University of California
• Master’s degree in Operations Management, Georgetown University

Certifications:

• Certified Supply Chain Professional (CSCP)

B. Sample Resume 2

Objective: To secure an operations analyst position where I can leverage my strong analytical skills, attention to detail, and ability to work in a fast-paced environment to drive business growth and operational excellence.

• Proficient in data analysis using Excel, SQL, and Python
• Experienced in financial modeling and forecasting
• Strong problem-solving and critical-thinking abilities
• Detail-oriented with a focus on accuracy and efficiency

Operations Analyst | XYZ Corporation

City, State | Month Year – Present

• Conduct data analysis to identify operational inefficiencies and develop improvement strategies.
• Collaborate with cross-functional teams to implement process enhancements, resulting in a 25% reduction in production time.
• Utilize statistical analysis techniques to optimize inventory levels and reduce carrying costs by 15%.
• Prepare regular reports and dashboards to communicate key performance indicators and operational insights to stakeholders.

Supply Chain Analyst | ABC Company

City, State | Month Year – Month Year

• Analyzed supply chain data to identify cost-saving opportunities and implemented inventory optimization strategies, leading to a 20% reduction in holding costs.
• Developed and maintained demand forecasting models to ensure optimal inventory levels and minimize stockouts.
• Collaborated with suppliers to negotiate favorable pricing terms and improve supplier performance.
• Bachelor’s degree in Operations Management
• University of State
• City, State
• Graduation: Month Year
• Certified Operations Research Analyst (CORA)
• Six Sigma Green Belt

Common Mistakes to Avoid

When crafting your operations analyst resume, there are common mistakes that you should avoid to give yourself the best chance of landing your dream job. These mistakes can undermine your application, making it unclear or unappealing to hiring managers. Here are some of the most common mistakes and how to avoid them:

A. Using Generalizations

Many candidates fall into the trap of using general statements to describe their skills and experiences. For example, statements like “excellent problem solver” or “great verbal and written communication skills” are broad and uninformative. Hiring managers want to see specific examples of how you have used these skills in real-world situations. To avoid generalizations, provide concrete examples and results that demonstrate your competencies.

B. Failing to Quantify Achievements

Another mistake is failing to quantify your achievements. It’s not enough to say that you increased sales, improved efficiency, or reduced costs. Hiring managers want to see specifics. Provide figures, such as the percentage increase in sales revenue, the percentage reduction in costs, or the amount of time saved. Quantifying your achievements gives credibility to your claims and helps you stand out from other candidates.

C. Including Irrelevant Information

While it’s important to provide information that showcases your skills and experiences, there’s a limit to what should be included on your resume. Avoid including irrelevant information, such as hobbies or personal interests unless they relate to the position you’re applying for. Including too much irrelevant information can distract from your professional qualifications and make it difficult for hiring managers to see your value.

D. Making Spelling and Grammar Mistakes

Even with spell-checkers and grammar-checking tools, proofreading your resume is essential. Spelling and grammar mistakes can undermine your professionalism and attention to detail, two qualities that are highly sought after in operations analyst roles. Before submitting your resume, make sure to proofread it multiple times and have a friend or family member review it as well.

By avoiding these common mistakes, you can create a standout operations analyst resume that showcases your unique skills and experiences. Remember, the goal of your resume is to secure an interview, so take the time to make sure it’s error-free and highlights your achievements.

Tips for Optimizing your Operations Analyst Resume for ATS

When it comes to submitting your Operations Analyst resume, understanding how Applicant Tracking Systems (ATS) work can give you an extra edge. ATS systems are software programs that filter and rank resumes based on the specific job requirements designated by recruiters or hiring managers. While these systems can help companies quickly streamline the recruitment process, it’s essential to make sure your resume is tailored to the algorithms set by the ATS.

A. Understanding How ATS Works

ATS is programmed with specific criteria and a given set of keywords that are required by recruiters or hiring managers. For Operations Analyst roles, such keywords might include “data analysis,” “project management,” “report generation,” “process improvement,” and so on. Therefore, to pass through the initial phase of the recruitment process, you need to ensure your resume has the necessary keywords that the ATS is looking for.

B. Including Relevant Keywords

To optimize your resume for ATS, you need to identify the critical keywords and phrases related to your profession and the specific Operations Analyst role you are applying for. Make sure to incorporate these keywords into the appropriate sections of your resume, including the summary, experience, education, and skills sections. However, avoid overstuffing your resume with keywords, as it can lead to disqualification or even harm your chances of getting through the ATS.

To get started with relevant keywords, read the job description carefully and note down the key requirements and skills mentioned. This can give you an idea of the relevant keywords that can boost your chances of getting through the ATS.

C. Using ATS-Friendly Formatting

Using an ATS-friendly resume format can increase your chances of passing through the initial ATS screening. Keep your resume simple, easy-to-read, and cleanly formatted. Avoid using charts, graphics or images that cause file-compatibility issues. Use commonly accepted fonts like Arial, Calibri, and Times New Roman.

Make sure to include standard sections such as Summary, Experience, Education, and Skills, in your resume. In the experience section, use bullet points to highlight your accomplishments and include hard numbers and metrics wherever possible. This will help the ATS understand the depth and breadth of your knowledge and expertise in the field.

Optimizing your Operations Analyst resume for ATS requires careful consideration of the software’s algorithms, relevant keywords, and formatting. By targeting and including specific keywords, you can increase the likelihood of getting noticed by the ATS, and subsequently, the recruiter or hiring manager.

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Operations Support Analyst Resume Samples

An Operations Support Analyst identifies the customer’s information, processes it, and solves it. While the duties vary based on the needs and requirements of the customer, the following are certain core and common duties listed on the Operations Support Analyst Resume – performing daily reconciliations, handling escalated issues; taking corrective actions and resolving discrepancies on time; working with the sales and trading department, monitoring the accuracy and performance of the employees; and preparing management reports.

Hiring employers typically look for the following skills and abilities on the resume – strong analytical skills, attention to details, good knowledge of MS Office and basic knowledge of documentation, the ability to learn new technologies and application knowledge; and multitasking skills. The education requirements vary based on the type of industry, but to the least, a bachelor’s degree is required.

• Resume Samples
• Operations Support Analyst

Operations Support Analyst Resume

Headline : To be employed by a progressive company that will challenge interest and capabilities leading to increasing responsibility and rewards. Ability Summary Great verbal & persuasive communication skills, outgoing, friendly energetic leader, strong organizational skills, willing to do any task set before me.

Skills : Administrative Duties, Retail Management, Inventory, Distribution.

Description :

• Greated Customer Service working and interacting as a liaison between the Customer and Partners.
• Provided information in response to inquiries about products and services.
• Handled and resolved escalated customers complaints.
• Maintained and worked a variety of Timely Reports including but not limited to Daily, Weekly and Monthly Reports.
• Worked Payment processing including charging, refunding and researching all payment activities in Braintree, Pay Pal Manager & Pay Pal Express.
• Assisted with Departmental Reports Manual Review Reports, Courtesy Task List, Cancel List,.
• Rejected Payments, Failed Capture Reports, No-Walks Tickets Relocating Guest, Guest Service Representative, Recoup Tickets, OST Tickets.

Sr. Operations Support Analyst Resume

Objective : Candidate is self-motivated professional with extensive experience in client relations and service solutions. Accelerated interpersonal, problem solving and time management skills; the proven ability to resolve difficult situations under adverse conditions, as well as work effectively with minimal supervision or with a variety of people in team oriented environments.

Skills : Microsoft Office, Project Management, Process Improvement, Training & Development.

• Provisioned new users in Active Directory with customized TECOS program to utilize SharePoint.
• Monitored & processed assigned task/tickets.
• Ensured the Departmental level was maintained.
• Took calls on providing operational support to branches.
• Navigated SunTrust Online Support to research and provided answers to callers.
• Rolled out new banking systems.
• Prepared and reviewed reports.

Jr. Operations Support Analyst Resume

Objective : Above 9 years of Work Experience with Dell Services in Integration Development, Programming and Support. Worked as Integration Analyst at Customer locations for 6+ years to understand requirements, develop, test and deploy interfaces for Healthcare applications using technologies such as MFT (Managed File transfer), Message Broker/Message Queuing (WBIMB), Neon and Datagate involving HL7 and EDI (Electronic Data Interchange) standards.

Skills : Microsoft Office, Customer Service, Management, Insurance.

• Used remedy ticket system for request management.
• Supported thousands of users and troubleshooting of software, hardware and network issues for end .
• Ran queries to pull in data needed for updates to system.
• Effectively navigated Channel-Link.
• Assisted teammates with rules and regulations.
• Reviewed legal documents.
• Instructed teammates on procedures in all areas of retail banking.

Asst. Operations Support Analyst Resume

Objective : An IT professional experienced in eCommerce web application support. Looking to get more experience and learn new technologies.

Skills : Support analyst, Leadership.

• Designed to give traders flexibility in viewing and understanding risk Environment.
• Resolved the user requests and incidents raised by the user for related applications using remedy and chat channels.
• Responded to alerts, incident and user request within the defined SLA time.
• Automated the process of monitoring or to simplify it using Perl scripts.
• Ensured the databases are up and running, ensure SLA's for regions(Stamford, Tokyo, Hong Kong, London) are met, provide day to day support reduce no.
• Refreshed environments and services.
• Monitored production batches, attending job failures and subsequently fixing problems.

Associate Operations Support Analyst Resume

Headline : Over 20 years of IT technical support, application support and development in various sectors. Financial apps, sales and marketing, telecom, manufacturing, supply chain, etc. Full life cycle SDLC and support. Excellent customer service skills.

Skills : Oracle, Linux, Banking Operations, File Transfers.

• Successfully installed, tested and configured new workstations, peripheral equipment and software Prepared and finalized assigning users and .
• Supported and maintained director's calendar.
• Scheduled and maintained all travel for director.
• Created/managed/coordinated the IDE (Integrated Digital Environment) in accordance with CBMS/JPEO-CBD (Chemical Biological Medical Systems / Joint Project Management Office - Chemical Biological Defense) procedures.
• Supported staff and SMEs (subject matter expert) by creating/maintaining/ improving technical documentation, such as SOPs (standard operating procedures) and other documents as required.
• Maintained the server as document control coordinator to ensure ISO (International Organization for Standardization) 9001 compliance.
• Maintained issues/actions items registry.

Operations Support Analyst III Resume

Headline : Professional with over 10 years of experience in Finance and Banking industries. Highly skilled in creating and maintaining Excel worksheets. Possess strong analytical and problem solving skills, detail oriented with the ability to maintain collaborative working relationships with clients and management.

Skills : Accounting, QuickBooks Pro, Banking, Excel, Word, PowerPoint, Access, Outlook and Keyboarding 60.

• Served as technical writer and liaison with administrative staff, technical developers, and engineers to ensure documents presented to the client were in proper format and completed appropriately.
• Organized meeting schedule, establish agendas, and prepare meeting minutes.
• Assisted staff members in arranging conference rooms and meetings.
• Supported Wells Capital Management financial and trading systems remotely.
• Analyze daily Data from Human Resources Management System (HRMS).
• Performed level III globally support via GT RITS mailbox.
• Executed daily investigations and remove user entitlements when necessary.

Operations Support Analyst II Resume

Summary : Responsible young adult looking to further expand knowledge base, life/work experiences, and network of relationships through learning opportunities as a means to building a foundation and breadth of business acumen for a future career in the marketing field.

Skills : Unix/Linux/AIX, DOS, Leadership.

• Managed manual terminations for expedited removal.
• Maintained employee's records and generate GEID for new Citi employees.
• Customized reports using Excel and Access from inbound and outbound feed files.
• Created daily and weekly metric reports for RITS and Global Directory.
• Reviewed the Global Data Warehouse (GDW) audit reports that track potential Hijack issues in RITS and proactively correct as required.
• Analyzed and validated special ADHOC script files.
• Provided operational support to approximately 130 employees around and a small corporate team of four people.

Operations Support Analyst I Resume

Summary : Objective is to obtain a position with a strong team oriented company where can utilize current skills and gain experience to further career and benefit employer.

Skills : Healthcare Policy, Project Management Recruitment Advocacy.

• Supported recruitment by building and posting open positions, searching and screening resumes, and making initial phone calls/interviews to potential candidates.
• Handled the entire process start to finish from hire to termination for all employees; in processing at government facilities, security in processing, first day paperwork, and final day paperwork/interview.
• Served as plan administrator for company Affirmative Action Plan, whilst conducting quarterly executive meetings to discuss progress/goals and ensuring company stays compliant in all areas of Equal Opportunity Employment.
• Ensured all employees follow DCAA guidelines when it comes to timekeeping, proficient in Nexonia; the timekeeping system used while ensuring it follows all guidelines we as a business must follow.
• Prepared all employees for system integration by implementing initial and quarterly trainings - keeping all employees DCAA compliant while tracking progress by keeping weekly metrics of all data.
• In charged of running payroll company-wide on a semi-monthly basis, then integrating with our accounting team to ensure all payments are being made accurately and on time.
• Managed a team of 5 individuals, Created monthly work schedules, monthly reviews.

Operations Support Analyst/Consultant Resume

Summary : To obtain a position in which can use and expand knowledge of Information Technology, and to increase user and business productivity.

Skills : Inventory Accuracy, Container Management, Stores Controller, Forklift Operator.

• Managed a queue of inquiries from Microsoft's field sales team to address questions as well as assist with end-to-end support of complex and critical .
• Processed restructures and modifications on mortgage loans.
• Supported the collections department, especially at month end.
• Answered phones.
• Created ability to repay plans on past due mortgage accounts.
• Moved up from a bankruptcy mail clerk to a Operations Analyst within 4 years of employment.
• Received numerous employee of the month awards and outstanding attendance.

Objective : Dependable and diligent IT professional who manages multiple tasks and works well under pressure. Experience in all areas related to computer operations, troubleshooting and fixing abend conditions in batch processing, reporting and escalating all problems to applications and management support.

Skills : JCL, MVS, SDSF, ISPF, IBM Utlities, FileAid, Syncsort, VMS, Computer Analyst, Computer Operations. Customer And Client Support.

• Ensured compliance with legal and company policy.
• Detected system problems through continual and proactive observation of the production environment, internal computing, network, and data infrastructure.
• Identified possible causes of critical (client) business systems when a malfunction is detected; determines root of problem which could link to various possibilities under the broad categories of a systems malfunction or an application issue.
• Resolved problems and issues from documented resources, or escalates issue to appropriate external or internal resources.
• Liaisoned and point-of-contact for vendors, third-parties, and associates to address client system or application malfunctions and coordination for resolution.
• Monitored queue of help desk tickets and incidents, and addresses problems through to resolution.
• Collaborated with Infrastructure, CM, DBA, and QA teams during environment upgrades and deploys.

Table of Contents

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Ops Support Analyst Resume Sample

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Work Experience

• General research of Transfer Agency operations issues
• Support of Transfer Agent Events which includes print/media and client fund set up
• Business analysis, project coordination and operations support
• Emphasis on budget/revenue/GL reconciliation and management and invoice management
• Manage the process for advising and escalating on any prolonged or major issue identified
• Stay informed on and communicate recommendation for new policies and procedures to maintain efficiencies in system management
• To assist in developing the department’s image, enhance its profile and maintain its reputation
• Opportunities to gain knowledge across various markets and products
• Work within a business area that has high volume and challenging deadlines. Building relationships within all areas of the Broker Dealer entity
• On-going maintenance/refresh of existing customer data
• Review contract to determine all elements of the transaction. Add proper product ID’s to order for any bundled items (Subs, PS, Services, etc.)
• Experience as a Software Developer or Support Engineer
• Deployment of workstations to desks and user setup
• Troubleshooting system and network problems, diagnosing and solving hardware/software faults and providing solutions to end user application problems
• Manages and resolves all escalated system compliant and access issues in conjunction with the main Helpdesk and external 3rd party suppliers (such as Dell and Sprint)
• Ensures all logged IT issues are resolved within SLA
• Manage and maintain software support (Windows, Outlook etc), PCs (laptops and desktops), Other hardware (e.g. Printers), Building access (security), Phone system (incl. Avaya/CMS); to minimise impacts to both staff and our customers
• Ensure accurate recording of hardware and software records by job role for audit purposes
• Management of the VeriFone PR process for procurement of equipment from key vendors
• Management of the Shanghai comms rooms and support of the servers and network in liaison with the offshore IT Operations teams
• Supports the roll-out of new applications
• Ensure all services delivered comply with policies, processes and standards
• Server hardware troubleshooting and configuration

Professional Skills

• Advanced working knowledge of PC’s, networks, mid-range computer operations, radio frequency equipment, (Microsoft software (Project, Word, Excel, Outlook, Crystal Reports and Visio), servers
• Strong problem-solving abilities and excellent communication, customer handling and inter-personal skills
• Excellent writing skills including the use of proper grammar and punctuation and proof reading
• Strong communication skills: oral, presentation, and facilitation
• Strong planning, organizing and prioritizing abilities
• The ability to work in a dynamic environment, prioritizing and multi-tasking effectively
• Well-developed listening and documentation skills

How to write Ops Support Analyst Resume

Ops Support Analyst role is responsible for organization, advanced, analytical, excel, modeling, research, design, customer, technology, sheets. To write great resume for ops support analyst job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Ops Support Analyst Resume

The section contact information is important in your ops support analyst resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your Ops Support Analyst Resume

The section work experience is an essential part of your ops support analyst resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous ops support analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular ops support analyst position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Ops Support Analyst resume experience can include:

• Have proficiency in appropriate business language and ability to present ideas effectively
• Strong experience with business IT applications (e.g. Supply Chain, HR, Finance)
• Attention to detail; Analytical skills; Ability to work independently
• Position requires sales support and account maintenance/management skills, project management, and self starter in order to achieve a high level of success
• Position requires sales support and account maintenance/management skills, project management, and self-starter in order to achieve a high level of success
• Strong experience with business Information Technology (IT) applications (e.g. supply chain, customer relationship management, Human Resources (HR), finance)

Education on an Ops Support Analyst Resume

Make sure to make education a priority on your ops support analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your ops support analyst experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Ops Support Analyst Resume

When listing skills on your ops support analyst resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical ops support analyst skills:

• Strong communication skills, oral and written; Strong problem solving skills
• Advanced MS Excel skills, such as Financial Modeling experience and ability to work with large amounts of data (i.e. Pivot Tables)
• Good analysis, and problem solving skills
• Excellent PC/Microsoft Office skills
• Strong Ownership Mentality and Organization skills
• Advanced quality & communication skills (including English)

List of Typical Experience For an Ops Support Analyst Resume

Experience for sales ops support analyst resume.

• High aptitude and organization skills and the ability to constantly prioritize work based on incoming customer needs
• Understand customer needs and adjust to customer’s changing priorities
• Restaurant experience, required
• Publication, monitoring and reporting of reconciliation reports between SDS and downstream trading and settlement systems
• Support the first/second line team to resolve issues that come into the helpdesk acting as a point of escalation for more challenging issues
• Handle complaints tactfully by showing empathy and care
• Develop an in-depth understanding of our hotel inventory system as well as the related business impacts

Experience For IT Ops / Support Analyst Resume

• Enhance existing processes through continuous improvement
• Calculate compensation for Sales Reps and Management
• Track and maintain scorecard metrics
• Complete analysis requests from Finance Team
• Complete analysis requests from Operations Team
• Coaches and shares best practices for compensation management
• The Sales Ops Support Analyst serves as a point of contact and change agent within internal teams

Experience For Usps-it Ops / Support Analyst, No Clearance Resume

• Manages service, policy, and process expectations within the larger Sales Operations Team
• Works cross-functionally to improve and streamline policies and procedures
• Maintains documented processes and templates
• Work as a team, constantly checking efficiency and task overflow queues. Be prepared to take on work outside of current assigned work in order to meet customer needs
• Work within established SLA’s to deliver quality responses. Quality responses include professional oral and written skills as well as quality content in a customer facing format
• Advanced Excel skills would be considered as an advantage. Be able to create formulas, work with pivot tables, Vlookup, multiple sheets and workbooks, create graphs, and create formatted, visually clear reports
• Lead others in a peer-to-peer organization, ability to track and report on others’ progress and work together to meet common goals
• Position interfaces with Sales teams/vendors or customers regarding basic sales metrics/ analyses and reports from NCR Sales / vendors reporting tools; Interfaces with customers regarding the installation/product delivery activity and ensure that installation/delivery is completed to the customer’s satisfaction

Experience For IT Ops Support Analyst Resume

• Responsible for providing and analyzing various metric data to customer and internal organizations; Maintains issue Control & Follow up reports; Performs account Data Collection and is capable of analyzing same
• Serve as the key interface/liaison between Sales Support, Sales, Master Scheduling (CDP) and the internal support organizations that include the Customer Service Center and Global Operations (Manufacturing & Distribution) with regards to any customer product issues
• Has accountability for ensuring that assigned accounts are being properly serviced by NCR in a manner that reflects NCRs commitment to delivering high quality products and services; Executes global Processes for revenue recognition per policy guidelines
• Responds to customer needs as problems or issues related to product quality, delivery or inventory levels arise, but also looks for opportunities in which he/she can provide added value beyond the scope of the product in assigned accounts
• Gives and receives feedback to and from the customer, Sales and NCR managers, colleagues and Sales Operations in a continuous effort to meet the customer's business needs
• Uses effective questioning techniques to probe for information, understanding and agreement; Effectively responds to customer inquiries, problems and/or other customer communication in a timely respectful and tactful approach
• Develops meaningful business relationships based on mutual value and trust with individuals at various levels within NCR and the customer location; Responds constructively to minimize difficult or negative issues and partners with internal support groups to ensure total customer care
• Actively seeks out new opportunities to self-improve through continuous education regarding new ideas, products, industry market trends, customers and competition
• Utilizes all methods of education including reading the business section of newspapers, studying customer public literature, asking for feedback from Managers and researching the competition's literature and web sites

Experience For Tech Ops Support Analyst Resume

• Take ownership of customer enquiries and provide HR solution to problems in an accurate and timely manner, e.g. assist customers with troubleshooting, maintenance, upgrading, and termination of a product/service
• BS/BA or equivalent experience and proven experience of technical analysis experience in a customer support environment
• Graduate of Business or HR related courses with 1-2 years work experience
• Follow up on outstanding queries and keep customers informed on progress
• Ensure timely and accurate service delivery in accordance with stipulated Service Level Agreements (SLAs)
• Serve as the primary point of contact for resolution of issues within designated area. Escalate issues to appropriate parties whenever necessary to resolve issues quickly and efficiently

Experience For Rohq-hrss-ops Support Analyst Resume

• Establish customer needs through email, phone, or face-to-face communication
• Ensure availability and accessibility of contact to prevent service lapse in urgent cases
• Adopt a customer-centric approach when handling customer complaints and take accountability for resolving customer complaints. See issues through the eyes of the customers
• Provide information and educate customers on HR policies, systems, and processes
• Meet and exceed customer expectations by offering exceptional service. Demonstrate flexibility whilst consistently complying with company policies and procedures
• Collect feedback from customers through various channels and ensure customer satisfaction
• Collect and maintain the knowledge management tools for countries supported
• Coordinated with various team to review opportunities to increase first contact resolution

Experience For DC Ops Support Analyst Resume

• Test and assist in implementation of enhancements to case management tool
• Work as a team, constantly checking efficiency and task overflow queues. Be prepared to take on work outside of current assigned work in order to meet team needs and goals
• Escalation of cases to meet the defined Service Level Agreements and Key Performance Indicators
• Coordinate with Market Management, Operations Support and Product teams to escalate issues of a technical and business nature
• Support Market Managers and Market Coordinators in daily operations for hotel partners
• Assist in preparation and distribution of daily, weekly and monthly reports
• Generate adhoc database reports Maintain status schedule of data completed, data in progress & data waiting to be processed Maintain open dialogue with Market Manager, Market Coordinators and Regional Director
• Act as a liaison between the frontline Market Management team (Market Managers and Market Coordinators) and the technology product development team

Experience For Commissions Ops Support Analyst OE Resume

• Work in a technical 24/7 environment in either 1st, 2nd, or 3rd shift support role and escalate to Tier 2 support teams and program managers as necessary
• Proficiency in Microsoft Word and Excel and usage of the Internet Ability to work and thrive in a multitasked, fast paced environment
• Professional, get it done attitude and work ethic
• Manages Major Incident (MIs)
• Executes manual order entry in orders management systems for repeatable orders
• Serves as the help line for issues related to the use of orders management system systems or Orders process
• Helps sales force with customer data researches
• Addresses & verifies configuration issues

Experience For Camdm Ops Support Analyst Resume

• Responsible for the resolution for less complex service/ solution issues escalated by sales people, customers or operations by applying independent judgment and expertise
• Communicates with sales force and vendors
• Coordinates shipments to customers
• Works with the sales teams and vendors to set delivery dates (i.e., if customer wants to reschedule delivery date
• Position supports the business division by performing day-to-day operational functions and providing support to sales associates and managers in their revenue generation activities
• Prepares reports to support Sales and customer’s review
• Responsibilities include helping sales to create web ordering tool (WOT) quote, Order follow up, Arranging shipments from plants, Arranging importation, Delivery coordination, Cost sheet preparation

Experience For Usps-it Ops / Support Analyst, Public Trust Resume

• Work with limited guidance on projects within defined criteria
• Date cleanse, scrub, clean and normalisation
• Golden Record creation and maintenance
• Ownership of the Data Entity Standards
• Validation through internet research and update of corporate actions within the Shared Data System following engagement and approval from various global infrastructure teams such as Credit Risk, Legal and Client Regulatory
• Client account maintenance within Trading & Settlement systems following Credit Crisis announcements from Credit Risk
• Extraction of large data queries using Microsoft access
• Bulk update of a large volume of records within the Shared Data System

List of Typical Skills For an Ops Support Analyst Resume

Skills for sales ops support analyst resume.

• Experience in scripting and/ or programming language
• Excellent knowledge of MS Office including MS Access
• Demonstrate expertise in all activities associated with providing support and problem resolution on complex and difficult issues
• Strong decision making and judgment capabilities
• Attention to detail and strong understanding of control principles and compliance guidelines
• Experience with Oracle and Manufacturing processes
• Typically, 2-3 years of working experience in related fields

Skills For IT Ops / Support Analyst Resume

• Validate monthly billing reports
• Operate independently and with little to no direction
• Leadership experience with implementation, problem analysis and solutions of infrastructure and business application environment
• Focus is on effective executive communications
• Experience with maintaining reference data
• Experience of Vendor Management or Control and Oversight of a 3rd party
• Strong knowledge of order and production policies and practices
• Prioritize workload/Self-starter
• Excellent knowledge of office programs and web tools

Skills For Usps-it Ops / Support Analyst, No Clearance Resume

• Knowledge and/or experience in importation /supply management would be an advantage
• NCR Aloha product knowledge or operational/delivery experience
• Structured Query Language (SQL) experience
• BA/BS in CS, MIS or equivalent experience
• Validate compensation for Channel Partners per sale
• Validate contracts as related to calculate compensation
• Supports the Operations Organization to ensure effective processes from customer sale to sales rep payout
• Understanding of Custom Pricing, Order Entry, Product Soultions

Skills For IT Ops Support Analyst Resume

• Understanding of Custom Pricing, Order Entry, Product Solutions
• Operating systems troubleshooting and configuration for both Microsoft and VMware
• Messaging services Network security including Sarbanes-Oxley compliance procedures
• Working hours are from 2 - 10 pm
• Disaster recovery planning and testing, including backup and restore; remote software installations and upgrades
• Basic understanding of material handling equipment interfaces and servers
• Supports the Sales Operations Organization to ensure accurate billing and invoicing for monthly Cloud Applications subscriptions
• Analytical Problem Solving & Decision Making

Skills For Tech Ops Support Analyst Resume

• Responsible for the tracking and monitoring of equipment availability and delivery and communications of such to the customer and sales
• Basic understanding of AS/400 and interfaces to other systems and devices (i.e. scanners and PC applications)
• Is self-starting, analytical, results and solutions-driven
• Technical understanding with the ability to translate into business concepts
• Creates customers, sites, and billing accounts in NCR CWEB

Skills For Rohq-hrss-ops Support Analyst Resume

• Enforces established processes, including SOX requirements
• Responsible for maintaining rollout schedule
• Analyze current methods and procedures. Recommend operating procedures
• Basic understanding of systems and use as required to fulfill job function
• Analysis and Problem Solving/Manages Risk
• Cope with a potentially stressful work environment while at the same time maintaining professionalism that contributes to a team environment
• Network hardware troubleshooting and configuration
• Internet connectivity, including firewall and VPN services

Skills For DC Ops Support Analyst Resume

• Needs to be available for US Time Zone, working hours are 14:00-22:00 Belgrade time
• Provide technical support resolving complex issues with partners' connectivity system
• Assess and / or obtain business impact resulting from IT outages or issues
• Network performance monitoring
• External data sourcing
• Physical ability to stand for extended periods of time, lift/carry up to 40 pounds, walk, bend, stoop and kneel

Skills For Commissions Ops Support Analyst OE Resume

• Motivate other to achieve performance goals
• Target focused, proactive and keen to spot opportunities to refine and improve processes and service
• Calm and able to focus when in a pressure situation
• Manage events and drive team to resolution
• Demonstrate ability tow work independently, interact effectively, with different level of management and to operate with excellent corporate work ethics (timely, honest, respectful and considerate to co-workers)
• Includes initial point of creation, review, and/or approval for completed sales orders, following a workflow and ultimately becoming monthly subscriptions
• Ensures NCR customer and site details flow into Salesforce, Zuora, and other Sales Operations tools/systems

Skills For Camdm Ops Support Analyst Resume

• Sets up invoice auto-draft payment details in ERP
• Updates invoice delivery preferences
• Verifies proper sales contract completion and storage management
• Provides approvals and deliverables within daily/weekly/monthly SLA’s
• Generate and customize reports
• Serves as the help line for issues related to the use of orders management system or process
• Interfaces with managers and leadership to escalate issues, provide updates, and implement improvements
• Coaches and shares best practices for Salesforce quote management
• Applies a basic knowledge of procedures and concepts of NCR Sales, such as Supply Chain Management and Vendors process and tools. Includes basic knowledge of Customer requirements (NCR Order Processes, NCR ERP System, Order Revenue Recognition policies)

Skills For Usps-it Ops / Support Analyst, Public Trust Resume

• Support the transition from email/phone based communication to systems based tracking
• Works with limited guidance on projects, with defined criteria
• Identify restaurants issues and create tickets in centralized system
• Serve as a contact person to support operations
• Utilize metrics to drive performance improvements for our restaurants
• Create and maintain SOP’s for key distribution functions
• Source of communication to operations
• Coordinates food shipments and donation requests for disaster events

List of Typical Responsibilities For an Ops Support Analyst Resume

Responsibilities for sales ops support analyst resume.

• Highly motivated individual with the ability to learn quickly and work with a variety of individuals in both team and self-directed environments
• Highly flexible; Self confident; Result-oriented
• High level of proficiency in MS Office products
• Increase service proposition through Stakeholder engagement
• Carry out Ops impact assessments for large bank wide strategic regulatory programmes such as Structural Reform, MiFID II, FINRA15a6
• Engagement with senior stakeholders across the bank
• To provide third level support to DXC users, HPE, HPI and MF customers
• To participate as a project resource as and when required
• Participate in On-Call Rota as required

Responsibilities For IT Ops / Support Analyst Resume

• Work with end users and management in gathering information and identifying their needs in order to analyze existing procedures, processes, and equipment to develop and/or recommend new ones
• Maintain and support computer equipment, printers, radio equipment, controls, and servers, and works with DC purchasing department to ensure availability of supplies to the equipment supported. Check, evaluate, and inventory computer equipment on a regular basis to reduce system downtime
• Identify, analyze, support, resolve, and document the distribution center’s applications and hardware issues. Support users in Microsoft applications (Windows, Word, Excel, MSQuery Outlook, etc.), DC reporting tools (Crystal Reports), and other production software installed on-site
• Maintain computer hardware by installing new components. Test all changes and train end users on use of new computer hardware/software features
• Teams with other groups to maintain distribution center servers and provide on-site troubleshooting for material handling and/or sorter issues with the ability to lead small to large material handling and/or server projects as assigned

Responsibilities For Usps-it Ops / Support Analyst, No Clearance Resume

• Create and maintain accurate documentation of the distribution center’s hardware maintenance records, hardware performance, vendor contacts for repairs and services, provide reports on vendor performance to the business support manager, and communicates issues to outside vendors as assigned and required
• Responsible for handling all aspects of Help Desk tickets including working directly with staff, documenting problems and/or solutions; updating and closing tickets as issues are resolved
• Work Effectively with Superiors and Peers
• Related experience in a Production Application Services Management or Project Management Role
• Work with department personnel and other corporate staff to ensure adherence to Desktop and Operational policies and standards

Responsibilities For IT Ops Support Analyst Resume

• Written and Spoken Communications
• Act as liason between our Caribeena Latin America (CLA) Sales team and Customers for all account needs related to product returns, invoice questions and concerns, product questions, business functions, sales operations, customer self-service as it relates to the products and services in use by a specific group of customers
• Design and prepare statistical reports for measuring processes, productivity, and efficiency
• Exhibit a high level of initiative and integrity
• Develop productivity systems to monitor the utilization of resources. Measures current productivity and efficiency
• Lead, communicate, train and hold accountable internal customers, external customers and vendors to support the highest customer service, while maintaining sound business practices and cost management
• Review and recommend equipment provisions. Prepare cost justifications as required

Responsibilities For Tech Ops Support Analyst Resume

• Plan lay-outs of new facilities and new equipment
• Conform to company business standards and practices
• Positive attitude and work ethic and self-motivated
• Respond to customer’s elevations and escalations in a timely and professional matter
• Treasury compliance guidelines

Responsibilities For Rohq-hrss-ops Support Analyst Resume

• Prime product knowledge
• MS Skype For Business
• MS OneDrive For Business
• MS SCCM / WSUS
• Up to 3 years of relevant

Responsibilities For DC Ops Support Analyst Resume

• High level of proficiency in all other MS Office products
• Detail oriented with ability to identify potential issues, recommend and implement resolution plans
• Multi-task; high energy; strong sense of ownership; strong sense of urgency; ability to improvise; good problem-solving skills; ability to respond in a crisis; ability to rally a team; proven leadership skills
• Understand and be able to communicate basic accounting principles such as debit and credit needs internally and with customers. Work with customers on describing services exhibited in their bills and understand when there are items within NCR’s realm of responsibility to correct. Take action to correct and follow-up both internally and externally until payment of the bill is achieved

Related to Ops Support Analyst Resume Samples

It support analyst resume sample, ops support senior analyst resume sample, software support analyst resume sample, center support resume sample, tech, tech support resume sample, expert support resume sample, resume builder.

• • Effectively resolved first line application queries for over 150+ clients on a weekly basis.
• • Improved ticketing resolution time by 25% by applying strategic problem-solving techniques.
• • Worked closely with development teams to address and rectify complex application issues, enhancing application reliability by 30%.
• • Ensured 95% of customer SLAs are consistently met through diligent tracking.
• • Coordinated with the Product Manager to provide specification support for future development, facilitating the delivery of 10+ product updates.
• • Handled 200+ customer queries weekly, maintaining a high customer satisfaction rate of 98%.
• • Contributed to UAT and live environment testing, identifying and rectifying errors for robust software performance.
• • Supported the implementation of 5+ major software updates, ensuring seamless transition and minimal downtime.
• • Prepared comprehensive training materials that have raised new-user competency by 35% over a quarter.
• • Set up UAT and Live environments for 10+ new customers.
• • Reduced resolution times by 30% through optimizing support protocols.
• • Administered customer environments in line with solution requirements, ensuring flawless user experience.
• • Assisted in release testing and troubleshooting, enhancing product stability by 40%
• • Coordinated with the Project Manager in customer project reviews, aiding in smooth project to operations transition.

5 Application Support Analyst Resume Examples & Guide for 2024

Your application support analyst resume needs to emphasize your troubleshooting expertise. Demonstrate your ability to quickly resolve technical issues to maintain smooth application performance. Showcase your knack for customer service on your resume. Your proficiency in translating complex technical language into user-friendly terms is vital for effective user support.

All resume examples in this guide

Traditional

Resume Guide

Simple guide to your application support analyst resume format.

Designing your application support analyst resume experience to grab recruiters' attention

How to create an impactful Application support analyst resume skills section

Optimizing the education and certification sections of your application support analyst resume, crafting the application support analyst resume summary or objective: a blend of achievements, aspirations, and uniqueness, four additional sections to consider for your application support analyst resume, key takeaways.

A common resume challenge faced by Application Support Analysts is demonstrating the ability to handle complex technical issues in a highly pressured environment, effectively translating this hands-on experience into clear, concise, and compelling resume content. Our guide can assist in overcoming this challenge by providing targeted advice on how to craft impactful situation-action-result (SAR) statements, which allow you to succinctly showcase your problem-solving skills and the positive impact of your actions within past roles.

Dive into our concise guide to learn how to:

• Show your application support analyst career's brightest moments through your resume's summary, objective, and experience sections.
• Explore top-notch application support analyst resume examples to understand how to distinguish yourself from other candidates.
• Identify the most sought-after application support analyst skills and certifications in the industry.
• Design a structured yet unique resume layout.

Recommended reads:

• Product Support Specialist resume
• IT System Administrator resume
• Linux System Administrator resume
• Junior Salesforce Admin resume
• Service Desk Analyst resume

Successful application support analyst resumes all have something in common - candidates invest in a simple resume layout . One that is easy to read, makes a good first impression, and is adapted to their professional experience.

There are three distinct resume formats , which help you focus on different aspects of your resume. Those are:

• A reverse-chronological resume format - puts your most recent experience in the spotlight
• A functional skill-based resume format that makes your transferrable skills the center of attention
• A hybrid resume format - it combines skills and experiences.

What's more, keep in mind that your resume usually goes through an ATS (Applicant Tracker System) (i.e. the software used by companies in the hiring process).

The application support analyst resumes that suit the ATS:

• incorporate exact match keywords and skills from the job description;
• should be no longer than two pages;
• should be submitted in a PDF format, unless specified otherwise.

Upload your resume

Drop your resume here or choose a file . PDF & DOCX only. Max 2MB file size.

Consider incorporating design elements like icons or charts to enhance your resume's visual appeal and readability. But remember, the key is subtlety; don't let design overshadow content.

Essential application support analyst resume sections for a comprehensive overview:

• Header: Enables recruiters to swiftly access your contact details and peruse your latest work portfolio.
• Summary or Objective: Offers a snapshot of your career milestones and aspirations.
• Experience: Demonstrates alignment with job prerequisites and highlights your tangible contributions.
• Skills: Captures the full spectrum of your expertise, making you a compelling application support analyst candidate.
• Education & Certifications: Bridges potential experience gaps and underscores your dedication to the field.

What recruiters want to see on your resume:

• Experience with specific software, systems, or platforms relevant to the role. This could include ticketing systems, monitoring tools, and databases.
• Problem-solving and troubleshooting skills which are crucial in responding to and resolving application-related issues.
• Knowledge of ITIL or other industry standard methodologies for IT service management.
• Exceptional communication and customer service skills, especially as it relates to technical explanations to non-technical users.
• Evidence of ongoing learning and certification, such as Microsoft Certified: Azure Administrator Associate or AWS Certified SysOps Administrator, indicating a commitment to keeping up with advancements in the field.
• Resume Layout

Designing your application support analyst resume experience to grab recruiters' attention

For the application support analyst position, it's crucial to show how your expertise matches what they're looking for.

Your resume experience section can be a game-changer. Ensure you:

• Feature roles most relevant to the application support analyst job you're targeting.
• Avoid diving too deep into ancient history - unless what you did a decade ago is super relevant to the application support analyst role.
• Structure each bullet to first describe what you did, followed by the skills you utilized, and then the impact of your efforts.
• Quantify your achievements with numbers, possibly highlighting the broader impact on the organization.
• Emphasize transferable skills - those you've gained in past roles that could be valuable in your new role. This showcases your unique professional value.

Crafting the experience section doesn't mean detailing every job you've ever had. Check out the application support analyst resume samples below to see how top professionals present their experience.

• Provided application support and troubleshooting for internal and external users, ensuring timely resolution of issues.
• Collaborated with cross-functional teams to analyze, diagnose, and resolve software defects, resulting in a 30% reduction in application downtime.
• Implemented proactive monitoring tools, reducing system failures by 20% and improving overall system stability.
• Developed and delivered end-user training sessions on software functionality, empowering users to effectively utilize the applications.
• Created comprehensive documentation on support processes, troubleshooting techniques, and frequently asked questions, enhancing knowledge sharing within the team.
• Delivered second-level application support, investigating and resolving complex technical issues for a global customer base.
• Led the successful migration of a critical application to a new platform, minimizing disruption and ensuring seamless user experience.
• Collaborated with development teams to prioritize and implement bug fixes, resulting in a 15% reduction in customer-reported issues.
• Performed root cause analysis and implemented preventive measures, reducing recurring incidents by 25%.
• Participated in regression testing and quality assurance activities to ensure software reliability and adherence to specifications.
• Provided first-line support for a portfolio of business-critical applications, addressing user inquiries and resolving technical issues.
• Collaborated with vendors to implement system upgrades and enhancements, ensuring optimal performance and functionality.
• Assisted in the development and execution of test plans for new software releases, identifying and reporting defects to development teams.
• Contributed to the creation of a knowledge base, documenting known issues and solutions for efficient troubleshooting.
• Participated in on-call rotation to provide 24/7 support, maintaining high availability and minimizing downtime.
• Supported users in configuring and customizing commercial software applications, ensuring alignment with business requirements.
• Collaborated with clients to gather and analyze software enhancement requests, translating them into actionable development tasks.
• Assisted in the design and implementation of software integrations, improving data flow and synchronization between systems.
• Developed SQL queries and scripts to extract, manipulate, and analyze data, supporting reporting and decision-making processes.
• Facilitated user acceptance testing and conducted training sessions, resulting in smooth software deployments and user adoption.
• Providing technical support for enterprise-level applications, resolving complex issues and ensuring customer satisfaction.
• Collaborating closely with development teams to reproduce and investigate software defects, driving timely resolutions.
• Leading the implementation of automated monitoring solutions, reducing incident response time by 40%.
• Mentoring junior support analysts, facilitating their professional growth and enhancing team performance.
• Contributing to knowledge base articles and best practice documentation, promoting efficient support practices across the organization.
• Provided application support for a diverse client base, addressing user inquiries and resolving technical issues via phone and email.
• Developed and maintained comprehensive incident tracking and resolution system, ensuring accurate and timely record-keeping.
• Collaborated with development teams to test and deploy new software releases, ensuring smooth transitions and minimal disruption.
• Conducted performance tuning and optimization of database queries, resulting in a 25% reduction in application response time.
• Participated in customer-facing meetings to understand business requirements and provide tailored technical solutions.
• Provided comprehensive support for enterprise resource planning (ERP) systems, troubleshooting complex technical issues.
• Collaborated with cross-functional teams to implement system upgrades and enhancements, ensuring seamless operations.
• Assisted in the development and execution of test plans and scripts for ERP module implementations.
• Supported end-users in training sessions and workshops, facilitating their adoption of ERP functionalities.
• Contributed to continuous process improvement initiatives, streamlining support procedures and enhancing customer satisfaction.
• Provided technical assistance for web-based applications, resolving user-reported issues and escalating complex cases as necessary.
• Collaborated with development teams to reproduce and debug software defects, ensuring timely resolution.
• Developed and maintained troubleshooting guides and knowledge base articles, enabling efficient issue resolution.
• Assisted in the creation and execution of test plans for new application features and enhancements.
• Contributed to process improvement initiatives, optimizing support workflows and enhancing customer satisfaction.
• Provided application support for a suite of financial software products, addressing inquiries and resolving technical issues.
• Collaborated with clients to gather requirements and customize software configurations, ensuring optimal functionality.
• Led the successful migration of a major client to the latest software version, resulting in improved performance and increased client satisfaction.
• Developed SQL queries and reports to extract and analyze financial data, supporting decision-making processes.
• Conducted training sessions for end-users, empowering them to utilize software features effectively.
• Provided technical support for mobile application platforms, assisting users in troubleshooting and resolving issues.
• Collaborated with development teams to identify and resolve software defects, ensuring high-quality user experience.
• Performed rigorous testing and quality assurance activities, including load testing and compatibility testing on various devices.
• Developed user guides and documentation, simplifying user onboarding and reducing support inquiries.
• Participated in regular team meetings to discuss emerging issues and share knowledge with colleagues.

Quantifying impact on your resume

• Include the number of applications or systems you have supported. This shows your capability to handle multiple tasks and manage complexity.
• List the number of software bugs or issues resolved, which indicates problem-solving skills and efficiency.
• Quantify the percentage improvement in system uptime or availability due to your contributions, demonstrating your impact on system stability.
• Detail the number of users you've supported or trained, showing your ability to communicate and transfer knowledge effectively.
• Mention the frequency of status reports or documentation you've produced as this demonstrates accountability and thoroughness.
• Highlight any reduction in support ticket resolution time under your service, indicating efficiency and user satisfaction.
• Showcase the size of the data sets you have worked with, illustrating your ability to handle large-scale data operations.
• Note the number of process improvements or automations implemented, proving your initiative and drive for efficiency.

Building a application support analyst resume when experience is sparse

If you're light on relevant experience, consider highlighting:

• Short-term roles or internships undertaken during your academic years.
• Contractual roles, emphasizing their relevance and the outcomes achieved.
• Alternative resume formats, such as functional or hybrid, that spotlight your skills.
• Research roles, especially if they involved significant projects or if your contribution was pivotal to the project's success.
• Resume Keywords
• Resume Buzzwords

Remember, the experience section isn't just about traditional roles. It's a space to highlight all professional learning, whether from internships, contract roles, research projects, or other relevant experiences. If it's added value to your skill set for the application support analyst role, it deserves a mention.

Recruiters always care about the skill set you'd bring about to the application support analyst role. That's why it's a good idea to cherry pick yours wisely, integrating both hard (or technical) and soft skills.

Hard skills are gained through studying, are certifiable, and it's impossible to do your job without them. All in all, they show your suitability for the technical aspect of the role.

Your soft skills are those personality traits you've gained over time and most often than not - outside of the workplace. Soft skills are more difficult to quantify but are definitely worth it - as they show how you'll fit and adapt into a new team environment.

How do you build the skills section of your resume?

• Include up to five or six skills in the section as keywords to align with the advert.
• Create a specific technical skills section to highlight your hard skills aptitude.
• Read more about the culture of the company you're applying and cherry pick the soft skills you have that deserve a mention.
• Make sure you answer the majority of the job requirements that are in the advert within your skills section.

A application support analyst's resume requires a specific skill set that balances both industry-specific hard skills with personal, soft skills. Discover the most often used ones on application support analyst resumes from our list:

Top skills for your application support analyst resume

Understanding of application lifecycle management

Knowledge of SQL and databases

Troubleshooting and debugging skills

Experience with ITSM tools like ServiceNow or Jira

Understanding of software development methodologies, e.g., Agile, Scrum

Technical understanding of operating systems, e.g., Windows, Linux

Knowledge of scripting languages such as Python, Shell scripts

Familiarity with cloud platforms like AWS, Azure

Knowledge of network protocols, firewalls, and VPNs

Understanding of ITIL framework

Problem-solving skills

Excellent communication skills

Teamwork and collaboration

Customer service orientation

Analytical thinking

Time management

Detail-oriented

Adaptability

Stress management

If you're in the process of learning a pivotal skill for the role, mention this on your resume. It demonstrates initiative while maintaining transparency.

Your education and certification sections can be game-changers on your application support analyst resume, showcasing your commitment to professional growth.

For the education section :

• Highlight advanced education, noting the institution and duration.
• If you're currently studying, mention your expected graduation date.
• Exclude degrees that don't align with the job's requirements.
• If relevant, delve into your academic journey, spotlighting significant achievements.

When listing degrees and certifications:

• Feature those directly relevant to the role.
• Highlight recent and significant knowledge or certifications at the top of your resume.
• Provide essential details like the issuing institution and dates for credibility.
• Avoid listing irrelevant degrees or certifications, such as your high school diploma or unrelated specializations.

Remember, even if you're tempted to omit your education or certifications, they can offer a competitive edge, signaling a long-term commitment to the industry.

Best certifications to list on your resume

• Cisco Certified Network Professional (CCNP), Cisco
• Red Hat Certified System Administrator (RHCSA), Red Hat
• AWS Certified Cloud Practitioner (ACCP), Amazon Web Services
• CompTIA A+ Certification, CompTIA
• Certified Information Systems Security Professional (CISSP), International Information System Security Certification Consortium
• Certified Information Systems Auditor (CISA), ISACA

If you're in the process of obtaining a certification listed in the job requirements but haven't completed it yet, be transparent. Mention your ongoing training and the expected completion date. Honesty is always the best policy on a resume.

• Coursework on Resume
• Major Minor on Resume

Whether you opt for a resume summary or objective depends on your career trajectory.

• If you have a rich tapestry of relevant achievements, a resume summary can spotlight these accomplishments.
• If you're relatively new or transitioning, a resume objective can articulate your aspirations and how they align with the role.

Regardless of your choice, this section should encapsulate your unique value proposition, blending your technical and interpersonal strengths.

Resume summary and objective examples for a application support analyst resume

• Dynamic professional with over 8 years' experience in application support. Exceptional technical acumen with proficiency in SQL, Windows Server management, and .Net applications. Proven track record of reducing downtime by 15% through preventive troubleshooting.
• Exceptionally detailed-oriented individual boasting a 7-year stint in software development, now eager to leverage that knowledge in an application support role. Proficient in Python, SQL, and server monitoring tools. Successfully led the development of a key company product, improving efficiency by 20%.
• IT specialist with 5 years' experience in network administration, seeking to translate those skills into an application support role. In-depth understanding of server infrastructure and ITIL processes. Recognized for resolving critical issues leading to 18% increase in system stability.
• Data analyst with a 4-year tenure, keen to transition to application support. Strong grip on data management systems, SQL, and Python. Implemented a data-driven decision-making process, increasing operational efficiency by 10%.
• Recent graduate with a Bachelor's degree in Computer Science, eager to channel my technical prowess in Python, SQL, and Java to thrive in an application support setting. My goal is to utilize my problem-solving skills to ensure seamless application operations and user satisfaction.
• Passionate tech enthusiast pursuing a first step in the application support domain. Armed with a deep understanding of .Net framework and SQL, I am committed to using my strong troubleshooting skills to maintain and improve the performance of business-critical applications.

To give a fuller picture of who you are, consider adding these sections to your application support analyst resume:

• Awards - to showcase your achievements.
• Interests - to share passions outside of work.
• Publications - to highlight your contributions to the field.
• Projects - to spotlight significant accomplishments, even those outside of traditional work settings.
• The format and layout of your application support analyst resume should reflect your career experience;
• Use the resume summary and objective to highlight your most prominent accomplishments;
• Always be specific about your experience and consider what value each bullet adds to your application support analyst application;
• Consider how your academic background and technical capabilities could further showcase your alignment to the role;
• Your soft skills should contribute to your overall application support analyst profile - aligning your personality with your professional self.

Looking to build your own Application Support Analyst resume?

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What They Do

What does an Operation Support Analyst do?

Operations support analysts' primary duty is to make sure the business operates efficiently and effectively in meeting the customer's needs. To determine this, they may perform surveys and other forms of gathering information to identify the specific areas the business can enhance. They use relevant data to develop strategies that would help make the business effective and efficient. Also, their responsibilities include producing written reports, fixing equipment, and providing answers to customers' queries. Relevant training is required in different industries, so job seekers need to have strong analytical and mathematical skills .

• Responsibilities
• Skills And Traits
• Comparisions
• Types of Operation Support Analyst

Operation support analyst responsibilities

Operation support analysts play a crucial role in maintaining smooth operations by providing exceptional customer support, managing environments where java-based interfaces run, and completing high volumes of data entry. They also monitor and support financial data files, coordinate meetings with subject matter experts, and design unique SharePoint databases. According to Rick DelVecchio , Director of Career Development at Quinnipiac University, "Internships and experiential learning help you build a portfolio of skills and experiences that prove you can bring value to future organizations." Therefore, operation support analysts should make the most of these opportunities and ensure their resume reflects the impact they had.

Here are examples of responsibilities from real operation support analyst resumes:

• Have experience in managing environments where java base interfaces run in SOLARIS/LINUX containers.
• Monitor and manage mainframe computers.
• Manage data mapping from legacy CRM systems, including creating data mapping documentation in preparation for migration to Salesforce.com.
• Provide technical UNIX and Linux support in a professional manner.
• Perform PC maintenance, repair, and hardware/software installation and upgrades, to include dial-up networks and software problem resolution.
• Implement MOF in the project in line with ITIL.
• Help implement the ITIL methodology.
• Administer UNIX AIX system and data loads.
• Use of Linux in a production and test environment.
• Diagnose, troubleshoot and resolve all customer issues and concerns.
• Utilize team SharePoint site to stay current with any policy updates.
• Participate in regular team meetings on how to streamline the Citrix environment and provide feedback.
• Work closely with many external vendors providing data feeds for batch production via FTP and MQ.
• Create, maintain, and configure automated file transmissions using FTP, SFTP, FTPS, and NDM.
• Communicate with the CRM vendor to ensure all customize updates and bug fixes are implemented in a timely manner.

Operation support analyst skills and personality traits

We calculated that 13 % of Operation Support Analysts are proficient in Operations Support , Customer Service , and PowerPoint . They’re also known for soft skills such as Customer-service skills , Listening skills , and Speaking skills .

We break down the percentage of Operation Support Analysts that have these skills listed on their resume here:

Coordinated and executed software release deployments from QA to Production environments in synchronization with developers, engineering groups and operations support.

Provided quality customer service consistent with established service standards and company policy that included monitoring issues via the incident tracking software.

Prepared PowerPoint presentation for managerial results meetings, assisting management provide remediation if exceptions were found.

Maintained tracking system for staff actions and work assignments using electronic case file/database management systems, monitoring inquiries and responses.

Provide customer care, problem resolution, data reporting, data analysis and data reconciliation supporting terminal operations.

Complete high volume of data entry by quickly and accurately processing loan-related tasks to meet productivity and quality requirements.

Common skills that an operation support analyst uses to do their job include "operations support," "customer service," and "powerpoint." You can find details on the most important operation support analyst responsibilities below.

Customer-service skills. The most essential soft skill for an operation support analyst to carry out their responsibilities is customer-service skills. This skill is important for the role because "computer support specialists must be patient and sympathetic." Additionally, an operation support analyst resume shows how their duties depend on customer-service skills: "provide customer support to internal examiners and external office administration as well as contact and communicate with medical providers. "

Listening skills. Another essential skill to perform operation support analyst duties is listening skills. Operation support analysts responsibilities require that "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." Operation support analysts also use listening skills in their role according to a real resume snippet: "communicated with the crm vendor to ensure all customized updates and bug fixes were implemented in a timely manner. "

Speaking skills. This is an important skill for operation support analysts to perform their duties. For an example of how operation support analyst responsibilities depend on this skill, consider that "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." This excerpt from a resume also shows how vital it is to everyday roles and responsibilities of an operation support analyst: "presented complicated technical issues with clear, easy-to-follow solutions and a path forward. ".

Problem-solving skills. operation support analyst responsibilities often require "problem-solving skills." The duties that rely on this skill are shown by the fact that "support workers must identify both simple and complex computer problems, analyze them, and solve them." This resume example shows what operation support analysts do with problem-solving skills on a typical day: "exceeded expectations as sme [subject matter expert], particularly in agent evaluation, relationship building and resolution ownership. "

Writing skills. Another common skill required for operation support analyst responsibilities is "writing skills." This skill comes up in the duties of operation support analysts all the time, as "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." An excerpt from a real operation support analyst resume shows how this skill is central to what an operation support analyst does: "provide technical support for multiple software applications experience writing and executing sql scripts and queries"

Most common operation support analyst skills

The three companies that hire the most operation support analysts are:

• U.S. Bank 53 operation support analysts jobs
• Siemens 23 operation support analysts jobs
• Citi 19 operation support analysts jobs

Choose from 10+ customizable operation support analyst resume templates

Compare different operation support analysts

Operation support analyst vs. analyst lead.

The duties of an analyst lead depend on one's line of work or industry of employment. Typically, their responsibilities revolve around performing research and analysis, coordinating with different departments to gather leads and data, reviewing findings, and producing reports and presentations for the stakeholders and other higher-ranking officials. Through the results, an analyst lead can provide advice, devise strategies for business optimization, spearhead the development of processes, identify strengths and weaknesses, and offer recommendations on areas in need of improvement. All of this is done while in adherence to the company's vision and mission.

There are some key differences in the responsibilities of each position. For example, operation support analyst responsibilities require skills like "operations support," "crm," "technical support," and "application support." Meanwhile a typical analyst lead has skills in areas such as "analytics," "project management," "cloud security," and "c #." This difference in skills reveals the differences in what each career does.

Operation support analyst vs. Systems analyst

A systems analyst is responsible for monitoring the effectiveness of technology systems and analyzing its efficiency for business operations and clients' needs. Systems analysts create specific modifications to operating systems and help design solutions and processes. Other tasks include managing the system's workflow, diagnosing and detecting malfunctions, performing troubleshooting, and assisting clients' with their concerns. A systems analyst must have excellent command with programming languages and the knowledge with the technology industry to understand systems' complexities and processes.

In addition to the difference in salary, there are some other key differences worth noting. For example, operation support analyst responsibilities are more likely to require skills like "operations support," "powerpoint," "data entry," and "crm." Meanwhile, a systems analyst has duties that require skills in areas such as "project management," "troubleshoot," "c++," and "c #." These differences highlight just how different the day-to-day in each role looks.

Operation support analyst vs. Process analyst

A process analyst is also known as an operations research analyst, who evaluates in detail the steps in producing products and making important decisions as well as providing recommendations on how to enhance them. They are IT specialists that analyze the business process and workflows to determine how they can be computerized and improved. Responsibilities include identifying problems and risks as well as engaging in problem resolution. Important skills to consider for applicants include being innovative thinkers and goal-oriented.

There are many key differences between these two careers, including some of the skills required to perform responsibilities within each role. For example, an operation support analyst is likely to be skilled in "operations support," "powerpoint," "data entry," and "crm," while a typical process analyst is skilled in "project management," "continuous improvement," "sigma," and "lean six sigma."

Operation support analyst vs. Systems support

A systems support agent is responsible for resolving system applications and network issues, performing technical configuration, and upgrading systems infrastructure. A systems support representative conducts regular maintenance and diagnostic tests on the computer applications to ensure its optimal performance and efficiency to support business operations and avoid delays in deliverables. They also assist the technology team in designing backup systems and improve existing networks according to business requirements and specifications. They write resolution reports for reference to prevent the reoccurrence of system malfunction and inconsistencies.

Types of operation support analyst

Systems analyst.

• Operations Analyst
• Information Technology Analyst

Support Analyst

Support lead.

• Desktop Support Analyst

Updated April 25, 2024

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The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

What Similar Roles Do

• What an Analyst Lead Does
• What an Application Support Analyst Does
• What a Computer Analyst Does
• What a Customer Support Analyst Does
• What a Customer Support Technician Does
• What a Desktop Support Analyst Does
• What an Information Analyst Does
• What an Information Systems Analyst Does
• What an Information Technology Analyst Does
• What an Operations Analyst Does
• What an Operations Support Specialist Does
• What a Process Analyst Does
• What a Senior Analyst Does
• What a Senior Operations Analyst Does
• What a Staff Analyst Does

Operation Support Analyst Related Careers

• Analyst Lead
• Application Support Analyst
• Computer Analyst
• Customer Support Analyst
• Customer Support Technician
• Information Analyst
• Information Systems Analyst
• Operations Support Specialist
• Process Analyst
• Senior Analyst
• Senior Operations Analyst
• Staff Analyst

Operation Support Analyst Related Jobs

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Application Support Analyst Resume Samples

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• Ensure coverage and support of all critical service management processes: Incident Management, Problem Management, Change Management, Application Enhancements
• Provide release management/configuration management-related input to Application Development and QA teams from test cycles to production
• Work with Application Development Management on daily workload automation schedule including upkeep of exclusion list
• Work closely with business and other teams to assist in the overall definition of support items and provide quick assistance to meet SLAs
• Perform system configurations, develop scripts and other technologies to automate business workflow, improve productivity, and reduce costs
• Manage and perform the business analysis work associated with change requests, projects and production issues. (Project Management, SDLC, Change Requests.) 10%
• Depending on the workload of the above assist in development tasks to reduce technical debt/resiliency items/provide cross project test support
• Provide support for the testing and QA of new and existing items under development or consideration
• Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders
• May provide support to higher level managers or serve as a team member on complex projects
• Monitors applications for any performance issues and communicates to stakeholders
• Knowledge of HP Quality Center eApplication Lifecycle Management (ALM)
• Contributes to the development of best practices, policies, procedures and user training
• Provide front-line, second level technical support as part of the IT Operations team to deliver exemplary customer service to clients
• Take ownership of operational issues and perform both short-term resolution, and development of preventive measures for the longer term
• Assisting with process improvements, systems integration and BCP efforts
• Perform application change management activities as assigned by the business
• Assisting and/or driving process improvements, systems integration and BCP efforts
• Assist and/or drive process improvements, systems integration and BCP efforts
• Ensure applications are working seamlessly
• Ensure incident, problem and change management; and BCP processes & procedures are followed and adhered to
• Demonstrated proficiency in a detail oriented position, reliable, adaptable, able to multi-task, and ability to troubleshoot issues to a resolution
• Good working knowledge of Unix , Oracle & Java with basic knowledge of application servers like Apache
• Strong experience in developing highly multithreaded highly scalable, concurrent applications
• Basic knowledge on database and be able to write SQL queries to quickly extract data for reporting/trouble shooting
• Excellent interpersonal skills. Able to rapidly understand and retain knowledge of business processes and the technology systems
• Has a strong knowledge with hand-coded HTML, CSS, JavaScript & JQuery. JSON, AJAX and XML knowledge are
• Adaptable and able to quickly learn new processes and/or technologies
• Excellent general problem solving ability and attention to detail
• Strong problem management and problem investigation skills with ability to learn new skills quickly to value add in problem focus areas
• Strong analytical skills, follow-up capability and problem solving ability

15 Application Support Analyst resume templates

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• Provide Level 1 & 2 support to internal business teams
• Effectively perform root cause analysis of issue and report the outcome to the manager
• Good inter-personal and communication skills, with excellent relationship building across multiple organizations and key touch points
• Comfortable operating in high pressure environments whilst managing incidents across the global business
• With experience in Unix, SQL, ETL, Informatica, Java, Oracle, Sybase and scripting skills

Application Support Analyst Resume Examples & Samples

• Provide 2nd and 3rd Level support for vendor and in-house applications
• Provide daily customer support in order to ensure customer satisfaction. Develop and maintain good relationships with lines of business. Ensure communication is customer focused and professional
• Monitoring and Resolving Peregrine tickets
• Lead Technical Projects for new on-boarding of automation or data manipulation
• Work with Engineering on new code releases and defects
• A minimum of 5 years prior Wintel, UNIX, and LDAP platform administration
• Strong skills in project management methodologies and tools
• Experience in programming languages including. Unix scripting, Perl, Python
• Responsible for production support and maintenance processes that include Batch Interfaces, server inventory, and application run books
• Running and checking SQL queries will be a key component of ongoing production support
• Analyzing and documenting problems, recommending solutions, and initiating corrective action
• Serving as information resource for business users
• SQL & Sybase Server
• Batch Interface scheduling tools – Control M
• Visio, MS Access, Excel, MS Power Point

Cib-application Support Analyst Resume Examples & Samples

• Incident and problem management
• Able to work effectively under pressure and frequently changing priorities
• Unix Scripting
• 6 years of experience preferred

Informatica Application Support Analyst Resume Examples & Samples

• Minimum of 4 years of application development, primarily using INFORMATICA & UNIX
• Ability to work in a team environment under aggressive timelines
• Knowledge of version control tools such as ClearCase or Subversion
• Knowledge of Monitoring Tools e.g. WILY, BSM, Tivoli etc
• Work in an environment geared towards delivering intranet based applications
• Maintain Applications and Jobs in Informatica
• Support and maintain applications currently in production, along with completing any change request
• Influence production stability through strong production Readiness management
• Implement minor application code fixes
• Anticipate problems and analyze ways to mitigate the risk
• Articulate the business value and impact of advanced technical and non-technical information
• Scope of work includes notification and communication with the business and management personnel, as well as use diagnostic tools and ad hoc investigation techniques to troubleshoot and resolve issues that impact business functions
• Work with other groups in the organization to identify permanent fixes to recurring problems, including application code-related issues and improve documentation that help support the fast-paced and intense trading environment
• Occasional disaster recovery planning and testing, auditing, risk analysis (in association with specialists), contingency planning
• Good knowledge of Release management processes including source code control and delivery, release documentation, control and communication in accordance with Standard Release management practices additional Supply View services as part of the 3 year CCA roadmap
• Good knowledge of Release management processes including source code control and delivery, release documentation, control and communication in accordance with Standard Release management practices
• Application of ITIL practices and procedures
• Problem analysis and ownership of issues through to resolution
• Assist in server and application maintenance and disaster recovery exercises
• To update key control systems according to procedure and in a timely manner (within JPM these include Alacrity/ConQuest, EPV, ITSM)
• To create and update "run book" documentation for the supported applications as required
• Good interpersonal and customer-facing skills
• Application Server like Tomcat and Middleware like MQ
• Knowledge of relevant businesses such as custody, fund accounting, clearance, securities lending, cash management and alternative investments (e.g. derivatives and hedge funds) or the organisations that use these services
• Previous exposure to application support

Pb-application Support Analyst Resume Examples & Samples

• You will be part of the Level 1 business-facing support team responsible for the primary relationship with the business providing support and on-going communication
• You will work with the Front Office, Business Support and Operations teams, in both Hong Kong and Singapore, to understand and answer queries, to assess level of importance, to prioritize and to manage the resolution of the issues
• You will work closely with the Level 2 systems-facing team to manage the resolution of issues and liaise with technology counterparts globally in EMEA, India and the US and with teams in other lines of business
• You will be responsible for communicating regularly with users on technology events and issues, and update progress on resolution
• You will be responsible for constantly reviewing the efficiency of support processes in the Level 1 team, contribute to the build-out of the global support model and ensure constant service improvement
• You will be responsible for generating and analyzing metrics around the team’s performance, business demand and incidents
• You may be occasionally requested to write database extracts and assist in the construction of spreadsheet applications
• You have a minimum of 5 years experience in an application support, technology support or in a service delivery role
• You have excellent knowledge of financial products and core banking processes
• You have a very good command of the English language. Fluency in Cantonese and /or Mandarin is a plus
• You are comfortable working with business teams to understand complex issues and provide solutions
• You have knowledge of Service/Operational Level Agreements and performance measurement
• You have knowledge of the ITIL service management best practices including change management
• You have technical skills especially in the use of SQL, plus expertise in a number of the following preferred products - Sybase, Oracle, scripting, MS Excel

GWM Application Support Analyst, Assoc NY Resume Examples & Samples

• Application Tuning
• Production Metrics
• Problem Resolution
• Minor reporting and bug fixes

Information Risk Application Support Analyst Resume Examples & Samples

• Contribute to the operational support model designed to meet the needs of global user community
• Develop comprehensive training curriculum incorporating various educational methodologies (self-learning, classroom, train-the-trainer, etc.) and multiple mediums for content delivery. Produce training materials; provide classroom training; coordinate training material updates to correspond with software updates and new features. Maintain support web site including frequently asked questions, available guides, and training material catalog
• Administer policy management by applying necessary changes to policies, standards, procedures, assessment questions and assessment question metadata within the policy management tool. Work with the Policy Management team to publish updated records
• Administer Additional Services: Administer the privacy incident reporting and inventory system. Manage the derivatives compliance tracking system
• Support ad-hoc reporting needs for all supported services. Where appropriate, generate reporting requirement documents to take ad-hoc reporting requirements and have Technology deliver standard reports for broader use
• Extensive experience of information risk management or information security management
• Experience of Operational Support experience, preferably in the information risk space
• Familiarity with computer-based training authoring tools, such as Adobe Captivate
• Information security or audit certifications (CISSP, CISA) desired
• Identify and analyze the business requirements of clients
• Work with the development support teams to provide design guidelines and imparts knowledge on technical trends and solutions
• Identify the hardware and software components the applications will use for implementation and provide instruction on how to appropriately implement application components
• Instrument end to end monitoring of infrastructures to ensure high availability and timely alerting of potential issues
• Ensure infrastructures have adequate capacity and are refreshed on a periodic basis
• Develop and maintain system documentation, run-books and production metrics reporting
• Provide support, guidance, and training to both internal and external clients during the analysis, development and testing processes
• Work effectively within team to identify and resolve issues. Communicate effectively with both technical and non-technical individuals at all levels
• Provide expert knowledge of the Identity Management and Security Tools architecture, and serve as Subject Matter Expert to IT Risk Management teams on those topics
• Provide 2nd and 3rd Level support for vendor and in-house applications for management of SSL digital certificates and keys
• This requires detailed knowledge of multiple systems, as well as an in-depth understanding of the functionality for these systems
• Aminimum of 5 years prior Wintel, UNIX, and LDAP platform administration
• Experience inprogramming languages including. Unix scripting, Perl, Python
• Working knowledge of Oracle, SQL server, .NET, C , Sybase and UNIX/Shell Scripting
• Requirement Gathering / Analysis
• Working knowledge of MS Excel, MS Excel Macro, MS Access
• Business Objects Reporting
• Scheduling is a plus (Control M and Autosys)
• Basic Knowledge of Crystal Reports

Application Support Analyst Capital Markets Resume Examples & Samples

• Performs system monitoring, trouble-shooting and status reporting. This includes investigation of medium to highly complex technical issues requiring some degree of business application understanding. Level 3 Support personnel is expected to be able to understand the system functions in order to troubleshoot, rather than depend on fully scripted troubleshooting scenarios
• Proactively acts on issues and works with the development team on resolving them in the short and long term. Makes recommendations on process improvements and enhances system documentation for lower level of support (Level 1 and Level 2)
• Is able to learn about multiple applications and technologies in order to provide cross-function support
• Works closely with business clients to understand priorities and impact, and provides timely and accurate reports to management and end-users on status of critical systems processes and reports
• Participates in infrastructure maintenance (e.g. scheduling, coordinating and performing some system maintenance)
• Assists in development projects through operational activities including System Integration testing, Code Promotions and some development activities
• Promotes the relationship of trust and partnership with business clients and other RBCCM IT teams
• Relational databases: an intermediate knowledge of relational database concepts and how to interact with database using SQL is required
• Data transformation: a lot of the applications we support depend on getting files of varying formats loaded into relational databases for further processing. An understanding of how these ETL tools work will be of significant benefit in this position
• Shell scripting: the ability to read, understand, modify, and write non-trivial UNIX shell scripts is required
• Job scheduling software: an intermediate knowledge of how to create and modify job schedules using job scheduling software is essential, as all of the applications we support are run using advanced job scheduling software
• Operating systems: experience with multiple operating systems and the integration of processing across different platforms will make you more effective in this role. UNIX experience is essential. However, this is not a system administrator position and we do not have that level of access to our systems
• Incident management: all of the work we do is tracked using ticketing systems associated with incidents or service requests that affect our business customers. Being familiar with the workflows of these systems will make you a better candidate for this position
• Professional with experience on applications with multiple functions
• Able to critically evaluate and manage information gathered from multiple sources
• Able to interact effectively with sophisticated business clients
• Ideal candidate would possess some business knowledge in Capital Markets arena, specifically Middle Office, Market and Trading Credit Risk Management
• Liaise between Business Unit/Traders and Technology for CASH Equities Application & Algorithmic electronic trading related issues
• Run data-integrity checks for all applications supported by the group
• Direct interaction on issues with 3rd party vendors and service providers
• Monitoring and management of the applications, via event driven tools
• Escalation of issues to the Problem Management group, who then engage EMS, Networks and other Infrastructure teams for quick identification and resolution
• Contact Exchanges and Brokers to resolve connectivity & system issues; trading enquiries and the management of all of RBCCM flow at the particular destination
• Troubleshoot and fix booking & reporting related breaks identified by operations and/or front-office control
• Write utilities and tools using Perl, K-shell scripts for system monitoring, intra-day/EOD reports and incident management and recovery
• Conduct training & knowledge sharing sessions and documentation of all support related information
• Integrate new releases, bug fixes, patches and configuration changes into Production
• Perform testing of new features and enhancements
• Education to degree level
• Investment banking experience
• Solid/Proven support management experience in a front office banking
• Execute on small to medium type of maintenance projects like migration of servers/applications, driving bug fixing and improvement processes
• Supporting installation and deployment of Packaged Software
• Working with AD team and Release Management teams for deployment of code changes in UAT and Production
• Managing and coordinating the day-to-day functioning of the daily processes
• Reviewing production support incidents to identify trends and provide recommendations
• SQL & MSSQL Server
• UNIX and Windows Scripting
• Knowledge and understanding of Web based technologies
• Java, J2EE, JavaScript, JSP
• Experience in Incident Management, Problem Solving, Application Support
• Experience in VB Macros, .NET and MS SQL
• To gather business requirements from internal clients
• To produce technical specification
• To assist in Impact analysis and Design
• To participate in system functional testing and user testing
• To implement users demands for onboarding applications
• To Interact with IT colleagues and users in the Asian Pacific regions to ensure that user requirements from regional locations are met
• Working knowledge in VB Macros, .NET, MS SQL, Oracle PL/SQL, Unix, MS Windows, Oracle and MS Excel
• Team player, strong internal and communication skills
• Excellent command of both written and spoken English
• Candidate will be responsible for production support
• Duties include: job scheduling and monitoring, maintenance of the "run" book, service level agreement monitoring and maintenance, problem resolution, issue escalation and general maintenance of the production processes
• Willingness to work in shifts
• Excellent problem solving and team building skills a must
• Aptitude for documentation and providing training
• Good at planning the given set of tasks and report status periodically in a formal way
• Total experience should be7 years in software Industry
• 6 months of production support experience
• 6 months of experience with enterprise class scheduling software. Control-M preferred
• 6 months Experience on a UNIX platform, Oracle database and SQL
• 60 months years of Application Development work experience with enterprise ETL tool.Ab Initio preferred
• Financial data warehousing experience is a strong plus
• Review test plans and perform code reviews
• Manage day to day individual workload
• Monitor milestones and critical dates to identify potential jeopardy of schedule and identify / mitigate risk
• Interfacing with upstream providers to co-ordinate their UAT testing, release/deployments
• Production Incident management, Root Cause Analysis and plan to fix production issues
• Must have experience with deployment, and support of large-scale distributed applications in a mission-critical production environment
• Must have good technical knowledge/debugging skills in Informatica
• Demonstrated development experience using SQL and backend tools like Sybase, Oracle
• Should quickly acquire broad knowledge of applications in surveillance space and critical system inter-dependencies
• Be a self starter with confidence to drive issues through to completion in highly pressured situations
• Excellent communication skills with ability to deliver timely and responsive service to internal clients
• The individual will need to be adaptive and able to react quickly to changing business needs and systems support issues
• Must have: Sybase and or Oracle, shell scripts, Perl
• Must have experience working in Compliance, financial markets and/or trading. expertise in compliance is preferred
• Deployment and support of f multi-tier software applications
• Java, XML a big plus
• Experience with both on-line and batch processing, shell scripts / Perl programming
• Capital Markets experience around various asset classes, trade life-cycles is a big advantage
• Domain expertise in Trade Surveillance Technology is desired
• Execute the tactical level activities associated with assembly and migration of applications and source code from application development environments into test and production
• Help develop and manage the execution of release plans organizing and coordinating all relevant release activities and resources
• Help design and implement the Configuration Management process for transferring application-related changes between the development, test and production environments
• Ensure that policy, regulatory and control requirements are met through execution of standard transition forms and procedures
• Ensure all relevant applications' documentation is updated
• Report on the progress of release and Configuration Management activities to all impacted stakeholders
• Proactively identify potential issues and risks and work with relevant parties to resolve them, or escalate them to the project / application management team
• Manage individual workload and deliver to agreed on project milestones in a fast paced environment with minimal direction
• Identify/mitigate risks to delivering solution on time
• Work effectively within team to identify and resolve issues
• Participate in cross team knowledge sharing activities
• Proactively support knowledge sharing across ETS and Enterprise Systems
• Contribute to continuous improvement
• 5 years of relevant Configuration Management experience
• Strong knowledge of relevant applications and development life cycles
• Strong communication skills - both verbal and written
• Strong Time Management and multi-tasking skills
• Must be highly detail oriented, self motivated and process oriented
• Experience with mainframe based software configuration management tools such as ChangeMan
• Experience utilizing JCL, TSO, WAS on z/OS
• MUST be agreeable to 24X7 production / test on-call support on a rotating basis
• Maven -Lifecycle Phases
• Subversion-Subversion commands, creation of branches and tags
• Hudson/Jenkins-worked with these tools is added advantage
• Shell Scripting-working experience
• Ant Script-working experience
• Java Exp-working experience is anadded advantage

ETL / Informatica Application Support Analyst Resume Examples & Samples

• Ensure back-up and recovery strategies are in place and effective by executing Disaster Recovery planning and testing
• Manage production infrastructure (servers/network) and maintenance periods
• Develop and distribute accurate performance metrics
• Support information gathering for the audit and IT Risk agenda
• Identify when issues need to be raised to management and/or vendors for assistance
• 3 years experience with Informatica ETL technologies for supporting data extraction, loading and transformation
• 3 years of Relational Database experience is required; such as SQL Server and Oracle
• Experience with SQL (any dialect) is a plus
• Experience/Knowledge of schedulers is a plus; such as adTempus and Control-M

Project Application Support Analyst Resume Examples & Samples

• Ensure existing video publishing and distribution workflows and systems are operating as designed
• Act as a liaison between our editorial team and engineering team when technical trouble arises
• Monitor and troubleshoot production workflow components, system infrastructure issues, and take timely action to resolve and/or properly escalate issues
• Track open issues and inquiring for updates from the technical teams involved with the resolution while providing regular communication to the affected production teams
• Regularly provide technical reports of production service issues to the team and necessary technical stake-holders
• Minimum of 2 years experience with Internet and/or related video technologies
• Experience in a technical role operating and/or maintaining high availability, internal and/or public-facing Internet services
• Ability to interpret and act upon alerts presented by various monitoring systems
• Ability to work is a fast-paced 24 x 7 news organization
• Verbal and written communication skills are critical
• Must have strong leadership, interpersonal and motivational skills
• Experience with Video encoding for web, mobile, tablet, and game consoles
• Understanding of TCP/IP network architectures
• Experience with CDN technologies
• System administration background (LINUX/UNIX/Win Server 2003/2008)
• Ability to work and make objective decisions independently
• Excellent troubleshooting and problem solving skills
• Ability to work in a dynamic and often-changing environment
• Excellent team work, cooperation, and professional collaboration
• Ability to identify and present problems/solutions to a group effecting positive change
• Microsoft SQL Server, T-SQL
• Oracle and PL/SQL
• Microsoft Windows IIS
• A deep level of computer networking concepts such a routers, firewalls, virtualization
• Change control processes/procedures
• Unix/Linux shell scripting
• Perl/Python
• Enterprise-wide scheduling (Control-M/Autosys/etc.)
• Data warehousing and Informatica experience
• Symantec CCS
• Skybox firewall, network, and risk control tools
• Qualys scanning and vulnerability tools
• Compliance monitoring
• Extensive knowledge and background on end to end life cycle management of certificates and keys
• Working knowledge in wide variety of SSL certificates, PKI
• Working with Certificate Authorities like RSA, ClearTrust, Symantec,Thawte,Entrust and Microsoft along with Hardware
• Security Module configuration and deployment experience
• Security protocols eg. PKIX protocols and PKCS
• Experience in programming languages including. Perl, Python
• Solid troubleshooting skills with the ability to correlate various logs files, events, etc to get to root cause of issues quickly and correctly
• Solid skills in systems and systems design for Identity Management functions is desired
• Solid skills in systems and systems design for Authentication Services functions is desired
• UKRRP-Axiom - Local Regulatory Reporting for UK
• FRD - Financial Reporting Database
• SECAM - Third Party Regulatory Reporting application
• Viveo V.Bank - Third Party Regulatory Reporting application
• Incident management and problem resolution
• Problem solving abilities
• Analysis and presentation of the issues and changes to the systems(s)
• Technical and functional ownership of the applications
• Coordinate withBuild teams for all changes, documentation and handover
• 4 to 6years of overall experience, with good knowledge in production support of financial applications
• Comprehend the SLAs defined and adherence to the same
• Root cause analysis and followups to ensure issues are not repeated
• Oracle (v9i/10/11)
• Show respect and appreciation for clients' and colleagues' opinions, time, and effort regardless of position, role, and background
• Advanced and demonstrable problem solving / analytical skills
• Troubleshooting business issues, solving problems to provide solutions to diverse investment teams and the product aligned trading desks
• Providing oversight for the stability of the production environment within the change management process ensuring policies are enforced and adhered to
• Navigate the wider technology organization; build relationships to manage the team’s agenda with our critical technology partners
• Fixed Income product knowledge
• Understanding of the agile development methodology

GTI GID Application Support Analyst Resume Examples & Samples

• Experience with Linux, UNIX and/or AIX operating environments
• Knowledge of Atlassian JIRA or any other issue management systems
• Knowledge of Atlassian Confluence or any other wiki based systems
• Experience performing system administration activities including: installation, upgrades, monitoring, backups, trouble-shooting and performance tuning
• Experience with Scripting - Perl, UNIX Shell
• Experience and understanding of SDLC
• Experience of working in an environment subject to Change Control
• Experience of working in a distributed team of technical staff / working in technology organisation
• Minimum of 5 years of Application Support/Development experience, of which a minimum of 3-4 years are in Support
• UNIX - commands and Shell/Perl scripting knowledge (Essential)
• Oracle database and MS SQL Server knowledge including SQL, PL/SQL (Essential)
• Weblogic (Essential)
• IBM MQ Series (Essential)
• Ability to look at and understand XML file formats (Essential)
• .Net (Desirable)
• Degree level in an IT oriented subject is advantageous
• Provide user/technical support for applications, which service Investment Management Equity ETF trading business function
• Maintain operation, monitoring and integrity of production systems to meet established standards
• Provide ongoing support of Equity ETF Portfolio Management systems at agreed service levels
• Participate in large-scale projects that impact the Equities business and technology
• Participate in the Incident Management and Problem Management processes as a resolver accountable for root cause analysis, resolution and reporting
• Ensure that appropriate levels of Quality Assurance have been met for all new and existing products
• Support of the UAT environment
• Proactively identify opportunities for change and improvement within the production environment
• Interact with Middle Office groups and external data providers to determine data, performance, and other issues related to the application
• Familiarity with financial instruments and portfolio management is desirable. The candidate will be expected to gain new financial knowledge as needed
• Experience with supporting order management and/or Trade execution systems. Longview experience a plus
• Some development background using Java, SQL or .Net. .Net and a plus
• Bachelor degree in computer science, mathematics, or equivalent
• Three to Five years of experience in computing, development, architecture and/or client/server n-tier application experience required
• Minimum three years experience working trading and/or portfolio management support. Equivalent in financial industry application support will also be considered
• Solid knowledge of UNIX commands and utilities, and experience with troubleshooting Perl and Unix Shell Scripts
• Three or more years experience with Sybase, Oracle or MS SQL
• Experience with Informatica or another ETL tool
• Good organizational skills, vendor management skills, inclusive of issue tracking, metric reporting etc
• Demonstrate experience in effective decision making within a high pressure environment
• Ability to communicate at multiple levels across AD and the business
• Strong research, investigation and evaluation skills
• Experience with disaster recovery planning, testing, auditing, risk analysis, business resumption planning and contingency planning
• Results oriented and highly flexible individual, able to work with minimal supervision

Intermediate Production Application Support Analyst Resume Examples & Samples

• Act as first point of contact for application that the users encounter
• Track and follow up on any outstanding problems, keep users informed of their status and confirm with users that solution provided is satisfactory
• Monitor applications problems and react accordingly to solve or escalate the problem
• Always maintain a professional conduct with users
• Liaise with users to address their needs and concerns
• Coordinate application security administration functions
• Provide on-call support coverage when scheduled
• Comply and execute processes, procedures and policies to improve the production environment
• Understand the database structure of the application
• Work collaboratively with the development to troubleshoot production issue
• Work on shift hours between 8:00am to 8:00pm
• Good computer knowledge of Linux, Windows and SQL
• University degree in Computer Science, Engineering, Business or related discipline
• Knowledge on TIBCO BPM or Spotfire is preferred
• Problem Solving Skills
• Organisational & planning skills
• Good communication skills (both oral & written)
• Team Player, Motivated & hardworking
• Computer/Technical skills
• Good administrative/management skills
• Technology Operations experience is a plus
• Plan and coordinate End of Day processing on various testing environments
• Work closely with the development teams to resolve all issues as they proceed through the SDLC life cycle
• To debug any issues and apply fix wherever possible
• Ensure timely & relevant communication to all stakeholders within organization as well as with vendor partners
• Create and apply the release packages on the test servers
• Coordinate with Build, Support, Environment teams to enhance and improvise the process
• Define and improve processes to bridge the gap between the current and desired quality levels by balancing short-term needs with long-term perspectives of success
• Respond to customer requests as per SLA Guidelines (e.g. data changes, data import / export, access requests)
• Design and write scripts to automate repetitive functions
• Report environmental statistics and application behavioral trends and provide feedback to the application development team
• Perform configuration changes in production
• Coordinating and performing application deployments into the various test environments
• Escalation to Application SMEs when necessary
• Identify and share opportunities to improve operational processes, procedures, tools and applications
• Ensure SLA (Service Level Agreement) for FEA is met
• Submit issue to Level3 support for technical solution
• Identify and recommend workarounds
• Ensure adherence to regulatory and control policies during implementation of changes
• Partner with Release Manager and Deployment Manager to schedule packaging and release new release/defect repairs in a timely manner; reduce change execution times by planning implementations with parallel work streams where possible
• Act as a technical resource for key stakeholders to ensure applications meet business and end-user requirements
• Monitor application usage, ensuring availability targets are met
• Respond to internal customer queries (LOB TS/TS Project Team)
• Provide regular status updates on progress
• "own" the resolution process
• Sound escalation judgement
• Continuously enhance knowledge/expertise in own area and keep current with leading-edge technologies trends/developments and develop expertise in TD services, applications, infrastructure, analytical tools and techniques that can contribute to effective solution operations
• Prioritize and manage own workload in order to deliver quality results and meet timelines
• Support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest
• Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team
• Participate in knowledge transfer within the team and business units
• Establish effective relationships across multiple business and technology partners, program and project managers
• To be the point of contact between the business support, level 1 and development teams
• To coordinate and participate in releases and application checkouts
• To onboard new systems for support
• To complete application support stability projects to improve current operational processes
• Background of hands-on application support (not necessarily in a recent role)
• Background of technical skills such as UNIX, SQL or scripting (not necessarily in a recent role)
• Ability to work under extreme pressure
• Primary point of contact for provision of support to our branches globally
• Communicate effectively with our internal clients and with technology partners on a regional or global basis
• Ensure application compliance with internal and regulatory obligations
• Provide transparent reporting to Business and Technology partners on Total Cost of Ownership, Performance and Capacity, Risk Management, Production Outages, Major Incidents
• Ensure that applications, hardware and software assets are utilised optimally
• Management of technology vendors associated with application portfolio
• Reasonable out of hours support is a requirement of the role
• Management of technical projects as assigned
• Undertake technical lead/resource role on high end projects as assigned
• Provide Mentoring and training to junior team members as appropriate
• Programming skills would be of benefit but are not required,
• Knowledge or experience of some of the following will be a distinct advantage

FRC Desk Application Support Analyst Resume Examples & Samples

• ION - 3rd party real-time matrix pricing, trading (including ECN), risk, P&L and position management system for Bond / Futures / Swaps traders
• JetWeb – Global sales / operations tool for trading and position management for bond trading
• OBS – Global real-time matrix pricing, trading, risk, P&L and position management system for interest rates and credit derivatives
• FMM – Global Real-time CDS pricing, risk and P&L system
• Multiple external global electronic exchanges including Bloomberg, TradeWeb, ICAP Brokertec, eSpeed, and MarketAxess
• FRISK – Global real-time multi asset class risk management system
• Laredo – Trade booking tools for Credit default Swaps single names and indices
• Support a range of applications within the FX, Credit and Rates business arena focusing on ION / Jetpac / FRISK / FMM / Laredo / OBS. You must understand the business main products (Bond, Futures, IRS, CDS pricing and trading) and be familiar with the front ends used by traders and sales people. You must support (and train) the traders and sales people on each system and act as the interface between Business and the rest of the FICC IT organisation
• Perform UAT / Post release testing of applications in association with traders / business sponsors of change
• The role also calls for a rota-system with the team covering from 7:00am to 6.30pm on all business days. You must also be flexible to support post release testing with later finishes and weekend work
• Create strong relationships with key dev and apps management teams for the applications supported and be able to represent the business priorities back to development leads effectively. Able to prioritise / escalate / resolve all issues raised by the desk irrespective of root cause
• Ability to develop a broad knowledge and understanding of technology and business related items in order to identify and prioritise issues and their solution
• Develop effective lines of communication with business customers, customer service (TSC) and other departments within IT
• Regular communications with support teams around the world (videoconference, E-mail, chat)
• Create and maintain documentation for training, trend analysis, cross training and troubleshooting of UBS systems
• Occassional travel to other regional centres may be required at times
• Ensure all incidents are acknowledged and resolved to meet defined SLAs
• Identify, diagnose, and resolve technical issues and critical incidents through research and analysis
• Provide root cause analysis for all P1 incidents
• Engagement and management of support teams within JPMorgan Chase in bridge calls, collaboration meetings/ chats, and the creation of incident and work request tickets for emergent incidents
• Creation and management of production support SharePoint sites
• Maintain production support documentation, SharePoint sites and dashboards
• Lead the remediation of risk and audit related gaps, including disaster recovery scenarios and exercises
• Communicate with clients to inform issue status and impacting events
• Raise defect to development team for code amendment
• Proactive engagement and management of clients to ensure GS&I Technology’s understanding of incidents,
• Bachelor's degree (preferably in Computer Science), specialized training and/or equivalent work experience
• 3 + years of programming / application development & support work experience
• Energetic and highly self motivated
• Effective communication skills with a diverse audience (technical and non technical)
• Ability to adapt to new technologies
• Able to work under pressure to resolve issues affecting production services
• Able to provide off hours / weekend support at times
• Ability to oversee multiple, complex issues
• Strong analytic and troubleshooting skills
• Experience supporting applications developed in Core Java, J2EE, Spring and Hibernate, Web Services, Databases,
• Ability to work in a matrix managed organization
• 5--7 years of SharePoint administration required
• Experience creating system documentation and Run Books
• Provide Level 3 support for a unique portfolio of static scanning tooling
• Work with Line of Business AD teams to trouble shoot their scanning issues
• Create processes and tooling to improve operational efficiency
• Assist engineering with infrastructure requirements
• Automate manual procedures
• Perform controlled resolution of incidents and problems including prioritization and escalation when appropriate
• Work with vendors in problem isolation and resolution
• Monitor capacity
• Ensure solid implementation of the product by performing rigorous integration testing of the entire application
• Technical Experiencing of some of the following
• Oracle Database 11g
• Linux(RHEL)
• Windows Server
• Static Analysis
• Responsible for managing & delivering Operate Support functions of the SAP Finapps applications
• To work on Production support environment and manage client expectations in terms of delivery SLAs
• To work in a team production support environment
• Knowledge Transition on specific applications areas covering technical and work processand environment
• Production support activities in Job Monitoring
• Batch Monitor production support Application maintenance activities in catering to implementation of change requests
• Support the Development/test environment for the build team's application changes using disciplined software development processes
• Adherence to Development Life Cycle, PLC, IT controls and change control policies for all developments
• Promote teamwork and a culture of continuous improvement
• Production Support / Service delivery experience is mandatory
• 3-5+ Years of application support work experience
• At least 3 years of support experience in SAP Accounts Payable and Fixed Assets modules
• Expertise in Accounts Payable and Fixed Assets module and good skill set in AR, SD and MM modules
• Good communication skills & PLC understanding
• Exposure and experience to work in a production support team for multiple locations
• Self confident, self directed, and ability to work with various levels of staff and management
• Ability to remain calm, work in a fast paced, at times pressured environment, and balance competing priorities
• Skilled in problem solving and analytical reasoning
• Ability to work well in a team-oriented, agile environment
• Strong analytical skills and an eagerness to learn new technologies
• Provide day to day application support for a 7x24 global support model team within Funds & ECM core distribution business
• Work closely with other Support, Development, Infra and QA teams for a smooth execution of production deployments
• Investigate and analyze production issues and resolve issues in a timely manner – good troubleshooting skills
• Ensure daily app heath checks and better user experience by minimizing critical or high priority issues
• Work with the global leads in coordinating with the Development and Infrastructure teams to address and resolve issues. Conduct RCAs, Raise defects, and assign to appropriate teams
• Use a ticketing system (HP Service Manager) to log all issues
• Pro-actively monitor the alerts, Web and Database systems performance
• Write and maintain run books and application support documents
• Follow the appropriate Change Management Process for production deployment
• Prod on-call team rota and extended weekend maintenance/releases support
• Participate in Disaster Recovery testing
• Team Player – work with multiple teams, vendors and groups
• Detail Oriented – Can organize and work with multiple systems
• Ability to manage and prioritize multiple issues; work under pressure
• Experience in the Financial Services Industry is a plus
• Preferred Asset Management or Trading business knowledge
• Influence production stability through strong production readiness management
• Support information gathering for the audit and ITRisk agenda
• Implement minor application code fixes and data updates via SQL updates
• 5+ years of experience in information technology with an emphasis on application support and Java development
• Proven experience with SQL (any dialect)
• Demonstrated experience with Oracle
• Proven hands on experience with java development, including experience with Struts, GWT, Spring, Hibernate, Drools, and Java Script
• Excellent written and verbal communication skills with various levels of an organization
• Ability to influence and lead technical conversations within other IT groups to guide problems to resolution
• The following skills are pluses
• SQL Server 2005/2008
• Basic understanding of ETL technologies for supporting data extraction, loading and transformation
• Incident management life cycle skills and experience
• Experience developing system metrics and stability reporting
• Knowledge of Problem and Change Management processes and tools
• Experience with any of the following applications: LPSDesktop, Equator, FORTRACS, DLSS, Breach Letter Tool, FANDS, FNC CMS, Agent Desktop, LISA
• Close liaison with the business users of the Barclays iPortal service
• Ensure maximum availability and serviceability of iPortal
• Close liaison with the Change/Configuration/Release Management and Help Desk Functions
• Knowledge and use of the change/configuration management system
• The drawing in of specialised expertise wherever appropriate, and the provision of advice and information aimed at minimising the occurrence and impact of service incidents through process improvement
• Provide Level 2 support to internal business users
• Work closely with business in managing day to day issues, resolve user queries
• Perform daily health checks of the application, job schedules and infrastructure supporting the application
• Three to five years of Java/J2EE, web services, XML, HTML and SQL
• 3+ years of experience with Oracle and UNIX
• Comfortable operating in a high pressure environment while managing incidents across a global business
• Core Java, Servlets, JSP, JDBC, Weblogic

Windows & Unix-application Support Analyst Resume Examples & Samples

• Represent the Production Support organization on company-wide project teams
• Prioritize workload, providing timely and accurate resolutions
• Suggest fixes to complex issues by doing a thorough analysis of root cause and impact of the defect
• Coordinate with Application Development Team to successfully deploy software releases in both User Acceptance Testing and Production environments
• 4 – 6 years of experience in application support and development or related experience
• 4 - 6xperience supporting applications in Financial Domain, including Equities, Fixed Income Products, Auto Finance and Student Loans
• Experience in Incident Management, Change Management and Problem Management
• Feels comfortable working with user interfaces where simplicity for a user is a key success factor
• Participates in design reviews and provide input to design recommendations
• Review existing applications to determine how key data can be gathered for mission critical reporting
• Develop, code and deploy high profile metrics which monitor and support the environment
• Responsible for ensuring the applications work with browsers our end-users use, not what’s available
• Participate in code reviews and ensures that all solutions are aligned to predefined design specifications
• A well-rounded professional who can connect the dots between business-needs, innovation and good design
• A self-starter who can effectively balance and prioritize multiple projects concurrently
• Feels comfortable in connecting a presentation-tier model to a services-based architecture
• A subject-matter expert in cross-browser/cross-platform development, testing and problem resolutions
• Minimum 2-3 years of hands on software development in professional environment
• Minimum 2 years experience as a key, hands-on HTML, CSS, JavaScript developer on a front-end team
• Proficient with SQL Server Reporting, SQL Server Databases, Oracle Databases
• Familiar with UNIX
• Adheres to coding standards, procedures and techniques contributing to the technical code base including any required documentation
• Excellent analytical, organizational and problem-solving skills coupled with a strong work ethic
• Comfortable working with network administrators to solve web application issues in development and production environments
• Has a strong knowledge with hand-coded HTML, CSS, JavaScript & JQuery. JSON, AJAX and XML knowledge are a plus
• Possesses an understanding of client-side and back-end code integration including best practices. Experience with JSF, JSP, Struts, Spring MVC is a plus
• The candidate should have at least 4 years as a key, hands-on HTML, CSS, JavaScript developer on a front-end team. Samples of work are a plus

CIB Tech-geneos Application Support Analyst Resume Examples & Samples

• Production support services including on-call and weekend release responsibilities
• Planning, engineering, deployment and support of monitoring and other automation and testing tools
• Provide SharePoint administration support including, new site requests, governance over existing sites, and produce FAQ’s to reduce call volume
• Develops automation opportunities to reduce manual SharePoint support responsibilities such as Application On-Boarding and Data Management
• Bachelor’s degree or 2+ years of analytical work experience
• Minimum 1 year of experience with SharePoint 2010 Site Collection Administration; excellent skills with features such as workflows, dash boards, KPIs, web parts, granular site permissions, site maintenance, libraries/lists. Knowledge of integration with other products is a plus
• Ability and willingness to develop technical SME and business knowledge
• Logging, analyzing and managing queries, problems and incidents to resolution
• Intermediate UNIX Solaris and Linux RHEL, Windows server knowledge
• Excellent analytical skills. Excellent trouble shooting skills, Technical documentation skills
• Intermediate knowledge of Excel and PowerPoint
• SharePoint 2013 experience is a plus
• Day to day technical support of the Finance Workstation and Risk Treasury website suite of applications
• Provide analytical and technical expertise within the team
• Ensure incident and problem management, change management and request fulfilment on behalf of customers are carried to the best levels possible
• Liaise with multiple technology teams (support/development/platform) to ensure high levels of service are maintained, and issues are resolved or escalated appropriately
• Understand and troubleshoot complex business and financial queries pertaining to the Risk Treasury and Finance Desk business
• Investigate production issues and problems performing appropriate problem solving tasks
• Cover rotating shift pattern as part of a team to cover core hours of 07:00-19:00, as well as weekend and on-call coverage on a rota basis as required
• Diagnosis and resolution of trade floor client issues and escalation of problems to the appropriate development teams, using the standard problem management tools (ServiceNow)
• Interaction with business support groups (Middle Office, Product Control, Trading support groups)
• Project based work in areas such as continuity of business testing, UA Testing/release co-ordination of new functionality
• Experience working in a support environment
• Understanding of issue and problem management methodologies
• Knowledge/experience of problem management tools
• Experience using call/ticketing software SQL
• Significant experience Linux
• Significant experience
• Shell scripting
• Experience using/troubleshooting Office with emphasis on Word, Excel and PowerPoint SQL
• Significant Oracle/Microsoft SQL knowledge and practical usage. (Ability to create adhoc SQL queries and reports)
• Identifies opportunities to automate manual workloads and develops tools to improve process efficiencies through Tidal to replace CRON scheduled Jobs
• Collaborate on a multi department project to automate the Nielson Rating Download, EDI contract files upload and matrix management reporting needs of support data both graphical and textual based format
• Works collaboratively on automation projects with the development and QA teams to increase productivity through the integration of systems reducing the need for manual processes
• Review, recommend and implement operational improvement to support an increased automated work environment
• Provides on-site support to business partners during custom ESD application deployments
• Is the primary point of contact and Application Support’s subject matter expert for custom ESD application deployments
• Implements support and training plans to prepare Support teams for upcoming Application deployments
• Identifies recurring application problems and collaborates with development teams to resolve
• Troubleshoots and resolves complex application problems
• Minimum of 2 years of experience in IT and at least 1 year experience in Application support OR the equivalent
• Oracle 11G SQL and PL/SQL
• A working knowledge of one or more: Java, Java Script or .Net
• Linux and Linux Scripting
• TIDAL Enterprise Scheduler or equivocate enterprise job scheduler
• Scripting Language, ie Pearl, Python
• MicorStrategy Reports and Dashboards
• 2 years of Customer Service experience
• Bachelor’s Degree in IT and a minimum of 2 years of experience in an IT Support or development environment
• Application Operational Support experience
• UNIX experience is preferred
• Windows experience is preferred
• Structured knowledge of Software Development Lifecycle with experience related to Implementation and Support
• Capable of independent problem solving
• Applicant should have the ability to engage in production support issues and determine root cause for application problems and issues

Senior System & Application Support Analyst Market Data Resume Examples & Samples

• Evaluating current and new products - work independently with vendor and service provider, develop test strategy and methodology in accordance with business requirements, execute test plans and produce reports on test results and feasibility study on technical aspects
• Analysing - Plan, architect, analyse and develop of enterprise technology solutions that satisfy business requirements for large complex systems
• Development - Lead cross-functional development/integration projects requiring interaction with end-users and external technology providers, including real time messaging API development and integration; Database design and data management, etc
• System engineering - Implement complex globally distributed high availability real-time market data systems, integrate with trading and risk management systems, make standard modifications to existing applications and modules in accordance with high-level specifications, application support and industry standards
• Testing and Quality Assurance - Support the application in QA and production environments
• Stakeholder Management - Proactively interact with Operations and Business teams for requirements clarifications, extensions, and planning. Communication to stakeholder on regular basis and on escalation basis
• Technical Excellence - Continuous process of enhancing technical skills in order to provide best in class technology solutions that meet or exceed business drivers. Maintain competence in relevant technologies
• Adheres to corporate policies and best practices to ensure internal and external audit and regulatory compliance in the areas of security, control and standards are upheld
• Contributes to BMO Financial Group’s overall business results by making recommendations that significantly improve operational efficiency and effectiveness
• Possesses a BS/MS in Computer Science or computer engineering
• Exhibits in-depth understanding of relevant technologies: OS and virtualization platforms (Windows, Linux, VMWARE) , Message systems and protocols (MQ, Tibco/RV, JMS, persistent message, non-persistent, FIX, XML, Web service) Network(TCP/IP, switching, routing, multicast), Low Latency
• Good understanding of Object Oriented Programming, Experience with programming language Java, C++, .NET
• Good understanding of Web Services protocols and architectures - REST, SOAP, XML, PHP, etc
• Knowledge of Financial markets a plus. Interest strongly recommended
• Proficiency in technical authoring using Visio and other office tools
• Coordinate with developers better with respect to incidents/defects
• Work with developers real time and, hence, build better capability within Live System Support (LSS)
• Revert back with queries posted by developers within their time zone and, hence, reduce turnaround time
• Providing 24x7 live system support (as per rotation shared with the team)
• Service improvement
• Pre- and post-implementation support for business-as-usual releases
• 1+ years’ experience with Incident and Problem Management in a support role
• 2+ years’ experience with Perl scripting
• 2+ years’ experience with Unix / Linux shell scripting and basic commands
• 2+ years’ experience with database languages such as PL/SQL, MySQL, Oracle
• 2+ years’ experience with Java-Script, JQuery, Coffee Scripts, HTML, CSS
• Delivery of 2nd / 3rd Line Application Support services for the following application(s)
• Collection and fraud applications such as Debt Manager, Payware and Falcon
• Maintaining system availability and supplementary services within SLA
• Carry out Incident/Problem Management activities according to the process, procedures, and work instructions
• Monitor and resolve the overnight UK and SEC application batch failure to utilize the time difference of USA and other countries
• Incident registration, initial support & classification and update Incident records
• Incident Resolution Coordination with 3rd parties - managing conference calls
• Provide the end-user with status updates concerning Incident records
• Identify opportunities for improvement
• Obtain the technical and organizational knowledge required to perform these activities
• Pro-actively keep informed of current and past Incidents, Problems and Known Errors (e.g. if there is a network outage, all Service Desk staff are to be aware)
• Maintain all formal controls, documents and records to auditable levels and in compliance with current AD Application Support operation procedures and documentation standards
• Ensure key application functions and scheduled activities are completed in a timely manner and within SLA
• As directed by Application Maintenance and Support manager, participate in project/change activities relating to the application(s) under support, including (but not restricted to)
• Review Project documentations
• Implementation Support
• Demonstrable understanding of the Card Industry – specifically in collection & risk (card issuing will also be considered)
• 3+ years’ hands-on experience with Mainframe – COBOL, JCL,DB2, REXX
• Basic skills on Unix, database (Oracle and DB2 SQL queries)
• 1+ years’ experience with tools such as TWS (mainframe scheduler), SPUFI, File-AID, Endeavor
• Database knowledge of Sybase/Oracle
• Unix / Shell scripting
• Schedular (Control M / Autosys)
• Knowledge of Fixed Income products is a plus
• · Maintain Business Process Indicator of 99.99% or higher. This includes monitoring of the environment, managing, tracking, and resolving incidents and escalations
• · Analyze data processing problems to implement and improve resiliency of the application supported
• · Performing RCAs for production incidents and preventing reoccurrences
• · Coordinate and perform deployment, installation, configuration, troubleshooting, maintenance and support of production and non-production environments
• · Building tools to enhance the support function
• · Participate in on-call rotation for application support, including weekends and off-hours
• · Improve productivity, supportability and efficiency by automation of repeatable tasks using tools and scripting
• · Create and improve system documentation (Run books, FAQs)
• · Produce production metrics
• · Build and foster relationships across multiple organizations
• · Participate in Disaster Recovery events and Major Event Changes
• · Performing a daily health check of intra-day/overnight system batch processes
• · Ensure infrastructure has adequate capacity and are refreshed on a periodic basis
• Customer Service Orientation - build positive working relationships with clients at all times providing realistic information and managing their expectations
• Ability to work in a matrix managed organization with strong focus on delivery
• Proven operator in high pressure, complex environments. Ability to concisely & precisely communicate with all the stakeholder groups
• Informatica Power Exchange
• Strong working knowledge in UNIX/Linux/Windows environments
• Reporting tool experience in Crystal Reports or Cognos
• Understanding of MQ, ISS services, Autosys, SSRS, and Qlikview
• 3+ years hands-on experience in designing and developing C# applications
• 3+ years of experience with MS SQL including stored procedures, table design, indexing techniques, transactions and performance optimization
• 3+ years of experience performing GUI development using WPF
• Solid experience with database technologies, ideally Microsoft SQL or Oracle
• Self-started with excellent problem-solving abilities
• Business and technical analysis skills
• Strong team player, able to work as part of a globally-distributed team
• Investment banking experience with business knowledge around Risk/pricing/marketdata
• Good Unix knowledge
• Understanding of ITIL methodologies
• Experience of business-aligned application support in a demanding environment
• Scripting experience, e.g. Python
• Bachelors degree in a technical discipline from a top-tier university
• 2+ years system/application support experience
• 2+ years of technical experience working in a Windows Server-based environment
• 2+ years of experience with database technologies, ideally Microsoft SQL or Oracle
• Strong Business and technical analysis skills
• Bachelor's Degree and at least three years of experience in computer Help Desk support
• Strong written and oral communication skills via e-mail, over the phone and in-person
• Strong background in help desk ticket/issue management
• Comfort and ability to work directly with end users, including the ability to translate technical terms into non-technical language
• Ability to ascertain the criticality and priority of incoming requests
• Functional knowledge of clinical web-based applications
• Providing subject matter expertise in the management of the Book of Record Suite of Applications, with specific focus on the
• Providing subject matter expertise and use of incident/problem management skills in the daily production support of high
• Taking a lead role within the team for a group of applications including managing SEV 1/2 issues, communicating status
• Assist in performing trend analysis reporting to capture and highlight repeat/common types of failures and make
• Strong communications and interpersonal skills will be required to work effectively while supporting other members of the
• Review and assign Software development and support requests on behalf of the team as they are received
• Manage and report on all support tickets relating to managed applications
• To respond to all Support tickets within an agreed timeframe
• To ensure that support tickets are escalated where necessary, and that all tickets are closed off correctly, with communication to the requestor
• Facilitate the communication of requirements between operations and all relevant business or support units. May involve facilitating meetings
• Continually review application functionality in line with operational needs and processes with a view to recommending enhancements
• Conduct analysis, both historical and current of all ongoing projects
• Responsible for recording results and trends of past projects and analysing the trends of current activities
• Overall responsibility for continually auditing, reviewing and improving processes
• Must have good SQL skills
• High proficiency in Excel
• Experience Of Working in an operation/Software Support environment
• Experience of Working in a Reporting/Real Time management environment
• Experience of working independently with minimal supervision able to complete multiple tasks within set deadlines in a fast paced work environment
• Planning and Organising skills

Trade Application Support Analyst Resume Examples & Samples

• System monitoring through the use of real time monitoring tools
• Able to provide proactive and reactive support to application and operational issues across both production and non-production environments
• Liaise with other support and development departments where necessary to ensure incidents are resolved
• Manage their enterprise backup and anti-virus solution s, including offsite visits where appropriate
• Review and implement improvements to their support process and monitoring where appropriate as well as ensuring operational documentation is kept up to date
• Follow their release and change process to complete deployments and change successfully
• Plan, execute and review maintenance tasks and deployments between IT and development teams
• Maintain personal/professional development to meet the changing demands of the role, participate in appropriate training and encourage/support staff in their development
• Take all reasonable steps to ensure appropriate confidentiality
• In all internal and external contact, present a professional and positive image of the organization whilst developing constructive relationships
• Undertake such other duties, training and/or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this role
• Experience of Red hat Linux
• Experience of SQL script writing
• Knowledge of Microsoft Windows Server 2000/2003
• Experience of supporting Java applications is (desirable)
• Experience of working within financial industry is (desirable)
• Works with team to create in-house tools to support the automation of manual support processes
• Works collaboratively on automation projects with the development and QA teams
• Provides on-site support to business partners during custom ESE application deployments
• Assists business partners with application specific technical questions and maintains knowledgebase articles
• Assists other team members in the Creation of architectural work-flow documentation used to identify application flows and points of failure
• Tracks user issues and keeps an open line of communication with other IT Support Tiers including Support Analysts, and development
• Documents issue resolutions in accordance with service level agreements
• Provides after hours and/or on-site support to end users
• Easy Vista (Or other service management tool)
• Superior customer service, communication, and documentation experience
• TIDAL Enterprise Scheduler or equivalent enterprise job scheduler
• Java, Java Script or .Net
• MicoStrategy Reports and Dashboards
• Practical experience working in any aspect of media/television
• Bachelor’s Degree in IT or related field and/or equivalent work-related experience
• Production management
• Applications delivery
• Local coordination for day-to-day technology related matter to CIB Banking business and key external partners (FSS, FSA, KFTC, MSPs and vendors) in Korea
• Local coordination and project management for Korea projects
• Participates in key global or regional projects for expansion of the business in Korea
• Vendor management
• Degree in Computer Science
• At least 8 years of experience in banking applications team in a corporate banking environment
• Experience on Cash and Trade products such as Internet banking / Sweeping / Clearing
• Experience on KFTC business (especially Hofinet, CMS, eGiro and eNote)
• Experience on Korea Internet Banking environment
• Familiar with Korea banking regulatory requirements and experience on Korea local regulation related work from FSS / FSA / KFTC
• Experience partnering with business on the technology agenda (production and investment)
• Experience in BAU support
• Problem and opportunity definition
• Performing data mining to produce operational and analytical adhoc reports in various formats
• Designing and maintaining standard recurring reports
• Performing data and system parameter maintenance
• Analyze adhoc report requests made by internal Business partners. Design, build, develop, and maintain adhoc reports using SQL in order to meet the Business needs
• Provide end-user support of the SMS application. Work with FTT and end-users to analyze reported problems, perform root cause analysis, and execute or implement solutions as required
• Attend training, implementation planning and other project meetings as required with respect to SMS application enhancement initiatives
• Perform time tracking and other administrative duties including attendance and participation in departmental and team meetings
• Intermediate to advanced knowledge of SQL
• College or University accreditation with emphasis on business or computer systems preferred
• IFIC Operations, IFIC Sales, or CSC accreditation preferred
• Solid understanding of Transfer Agency systems
• Must have strong analytical, problem solving and decision making skills
• Solves routine problems of moderate scope and complexity, following established policies and procedures
• Desire to know our business and understand how our business is represented by our database
• Ability to work independently with minimal direction, understanding span of control to escalate issues to appropriate level
• Applies knowledge learned through experience to be able to resolve non-routine and/or moderately complex problems
• Advanced knowledge of MS Excel including creation of pivot tables would be an asset
• 2) Manual Sanity monitoring of critical applications on a daily basis in production
• 4) Need to handle support for both WINDOWS & UNIX based environments
• 5) Has experience in UNIX Shelling scripting, Java J2EE application, WAS Admin, Unix admin, Oracle 10g basic knowledge
• 7) Monitoring tools knowledge (Tivoli, Wily)
• 9) Should be proactive be able to handle high visiblity calls with atmost attention to detail
• 10) Should be alert and able to act quickly in case of incidents
• Performing Helpdesk operations, assisting in solving technical user questions along with assigning incoming service requests over to the other BSC analyst on the team to ensure timely and high quality responsiveness to the users of the data warehouse
• Provide information, tool expertise, and ad hoc consultative services for the information warehouse user community
• Ensures that solutions to business questions are answered, documented, and made available to both the BSC team and the user community for future reference
• Provide training to users in both the tools needed to access and leverage the Data Warehouse, and on the contents and structure of the data contained in the Data Warehouse to maximize the user community’s effectiveness
• Communicates with key resources, provides issues assistance & level II support to ensure excellent and timely service to the user community. Contacts include analysts, middle and senior level managers in both the business and IS community
• Maintains the request tracking system for the helpdesk to support service level agreements and related, daily, weekly and monthly reporting
• Facilitates the communication of system changes to the Data warehouse environment to the user community. This includes: system availability, scheduled downtime, data availability and relevant issue management
• 3+ years experience working on Data Warehouse related systems/platforms
• Computer literacy/proficiency in data query tools such as SAS, SQL, Teradata, Oracle, UNIX, and MS Office
• Strong analytical & technical skills
• Proven record in problem solving and business innovation
• Comfortable in a fast and dynamic environment and ability to handle multiple tasks simultaneously
• Prior helpdesk and training experience desired
• Industry knowledge including understanding of general information requirements for customer marketing, management and risk functions
• Teradata, DB2 and Oracle experience preferred
• Ability to work independently and very self-motivated. Project management skills a plus
• Bachelor’s degree in Computer Science or related field of study or equivalent relevant experience as an Application Support Analyst

Application Support Analyst Ayala Avenue Resume Examples & Samples

• Responsible for application flow, including configuration, scheduling control and scripting
• Knowledge of SQL and Unix is an advantage
• Contribute and deliver Operational improvement projects
• Actioning and/or being accountable for requests and issues raised by Clients and ensuring they are resolved in a timely manner with highest degree of customer service
• Working effectively with customers and other IT teams within the organisation to ensure requests and/or issues are understood and directed to the correct teams for effective actioning
• Ensuring effective communication and cooperation with customers and other IT teams within the organisation for Incident Management and escalation
• Ensuring that incident, problem and change management; and BCP processes & procedures are followed and adhered to with respect to this environment and the applications it hosts
• Continuously reviewing and proposing improvements to operational processes and procedures
• Actively contributing to knowledgebase documentation associated with the service
• Exposure to banking or financial institution applications
• Practical experience with either Sybase, Oracle and SQL Server databases - SQL, Stored Procedures
• Practical experience with Remedy or similar IT Service Management software
• Practical experience with Windows based and Unix based operating systems
• Experience with working on workflow applications – workflow automation software like Pega
• Participate in 24x7 on-call roster or support coverage to cover any shift (ie day, mid, night) as required
• Build and maintain strong relationships with the business
• Engage in operational support activities, utilising specialised technical expertise as required by a business group
• Implement ITIL principles in incidents, problem solving and change activities

Front Office Application Support Analyst Resume Examples & Samples

• Work closely with business stakeholders and deliver prompt responses to queries from the business
• Support key equity derivative trading and execution platforms including 4SF, ORC Trader, PATS Promark, TradingScreen and Macquarie Systems
• Incident, Problem and Change Management
• Project manage operations components of key systems upgrades e.g. system upgrades
• Experience working with equity derivates, equity finance or other front systems
• Previous experience with 4SF and ORC Trader would be very highly regarded
• Understanding of the FIX protocol
• You will take ownership of operational issues and perform both short-term resolution, and development of preventive measures for the longer term
• Offer consultancy and hands-on support for the transition of new services into the production environment
• Work closely with peers at other geographic centres around the world using a "follow the sun" model of application support
• Conduct capacity planning and management review on the application set
• Identify potential threats and mitigate risks, act as a guardian of production services and change procedures are followed
• Providing subject matter expertise in the management of the Book of Record Suite of Applications, with Specific Focus on the
• Providing subject matter expertise and use of incident / problem management skills in the daily output of medium high
• Taking a lead role in the team for a group of applications from 1/2 SEV Including managing, communicating status
• Assist in performing trend analysis reporting to capture and highlight repeat / common kinds of failures and make
• Strong communication and interpersonal skills required to Work Effectively Will Be Supporting --other while the members of the

Oracle Application Support Analyst Resume Examples & Samples

• Responsible for supporting, providing subject matter expertise and configuring Oracle Application modules in the supply chain, source-to-pay and record-to-report tracks, including the Oracle Inventory, Fixed Assets, Purchasing, Accounts Payable, iProcurement and General Ledger modules
• Works closely with the business teams to understand current processes, develop innovative solutions by re-engineering processes, and ensuring the deployed solutions meet our growing and evolving business needs, with a goal towards achieving a higher maturity level
• Provide expertise from a process perspective, leveraging the awareness of Oracle process strengths, supported best practices and assist in defining future direction
• Leads effort in identifying and resolving problems in Production
• Analyzes regional data to define operational metrics, KPI’s
• Presents information visually in the most intuitive and aesthetic manner using dashboards to foster a culture of data driven decision making
• Interpret customer business needs and translate them into application and operational requirements
• Develop and maintain a well-coordinated internal relationship with key decision makers and with the wider IT organization
• Lead/Support all business readiness activities including end user training, product testing and roll-out
• Design and develop beautiful, simple, action-oriented email templates in support of segment marketing, lifecycle and operational emails
• Create static on-site and off-site marketing assets that are impactful, on-brand, and drive the desired response
• Create multiple design options for large and small web and native features that achieve desired user outcomes
• Be familiar with the concepts and tools for digital A/B testing, and design various alternatives that can be tested and measured to identify the best performing version
• Quickly turn vague requests into sketches and wireframes that flesh out design objectives and identify possible solutions
• Prioritizing and resolving day-to-day systems issues and client requests
• Effectively managing client expectations and escalating where appropriate
• Involvement in a number of projects ranging from software upgrades, to business-driven enhancements
• Exposure to delivering enterprise level business wide support services
• Excellent customer service capabilities
• Strong interpersonal skills and ability to be a team player
• Participation in 24*7 on-call roster
• Involvement in application build and deployment activities
• Strong problem solving skills, with accurate decision making abilities
• A degree qualification or equivalent in a relevant computer science discipline

Application Support Analyst Rmg & Risk Services Resume Examples & Samples

• Acting as point of contact for the business supporting a number of business-critical services and applications
• Managing tasks and resolving day-to-day application issues and client requests
• Effectively managing client expectations and escalate where appropriate
• Building and maintaining strong relationships with the business
• Preparing regular operational reports and do in-depth service analysis and follow-up

Lead Application Support Analyst Resume Examples & Samples

• Strong EBS O2C business processes knowledge and concepts, so when you interact with a Customers/Partner teams, you are able to speak their business/functional language, and win their confidence quickly
• Demonstrated track record in the implementation and support of Oracle Applications 11i
• Good understanding in Oracle Standard interfaces and integrations and experience working in oracle custom modules
• High flexibility so you remain agile in a fast changing business and organizational environment
• Analyze work load, determine best practices and implement changes to improve productivity
• Strong operations management and innovation orientation so you can continually improve the processes, methods, tools, and utilities
• Strong team player so you leverage each other’s strengths. You will be engaged in collaboration with peers within/across the teams every hour
• Good understanding in Incident, change and problem management
• Knowledge on tools like Kintana, PPM, SFDC, ticketing systems
• Strong problem solving skills so you can quickly narrow down to the root cause of the issue reported
• Proactively contribute to improve the team efficiency by sharing knowledge, providing feedback about best practices, designing tools / utilities etc
• Serve as Situation Manager on highly sensitive issues
• Formal mentoring for promoting the technical and professional development of others

IT Application Support Analyst Resume Examples & Samples

• Participate in core internal Ford team to manage daily operations of applications utilizing standard ITIL V3 tools
• Ensure Critical Success Factor (CSF), Critical to Quality (CTQ) and Key Performance Indicators (KPI) are met for these applications
• Interface with Business IT and business owners to prioritize improvement efforts
• Assist with problem solving on various support tickets as needed
• Work with other IT teams (DBA's, server operations, OpsControl, etc.) to meet application requirements
• Champion documentation creation and maintenance including: operational processes, incident resolution procedures, maintenance of knowledge articles
• Identify and implement process improvements in collaboration with the business and Application development teams
• Track and incorporate metrics and data to drive team priorities and utilize problem management processes
• Knowledge of Agile and ITIL
• Knowledge of infrastructure components (database, application, web server etc.)
• Experience in a diverse global team environment
• Managing user requests for ticket management
• Add on functionality (add new function to existing clients); user and client
• Administration user incident management and on call rotation by roster
• Case management using the HP SM9 tool for over 30 applications
• Problem investigation and resolution
• Provide Impact Assessments for QCRs
• Enhancements and modifications of applications
• Deployment and testing of application fixes and changes
• 3rd party vendor liaison
• Customer liaison
• Participate in continual service improvement
• Customer and Service focused
• Good communication skills – both verbal and written
• Building good relationships with other HP teams and third party vendors
• Ability to interface with staff at all levels in the HP and client organisations
• Proactive and excellent problem solving skills
• Good organisational skills
• Good analytical skills
• Experience of working successfully under tight time constraints and/or to changing work requirements and/or priorities
• Experience of working successfully within groups/teams
• Knowledge of Microsoft Products (Word, Excel, Outlook)
• An understanding of testing tools, unit and integration test scripting and testing methodologies
• Able to apply consistent quality and security standards
• Minimum 2 years’ experience of Application Support
• An understanding of modern Software Configuration Management(SCM)
• Knowledge of Application Development
• Knowledge of ITIL Service Operation processes (in particular Incident and Problem Management)
• Knowledge of ISO2000
• Knowledge of XML
• Knowledge of DQL
• Knowledge of Oracle SQL
• 0 to 1 year experience
• Graduate of IT or any related computer courses
• Proficient with the English language both written and oral
• Has good communication and interpersonal skills
• Has a good knowledge of Microsoft Office applications i.e. Outlook, Word, Excel, Powerpoint
• Proficient/knowledgeable in SQL is a plus
• Prior experience in Technical Support is a plus
• Work is GLOBAL and may be assigned to any shift as needed
• Willing to be rotated as needed
• Willing to work during Holidays
• Willing to work on graveyard shift (NALA)
• Technical support for ESM Integration Framework and Event Automation (IFEvA) applications
• Apply technical knowledge to operate a technology area (e.g. server administration, technical security management, performance management) or customer group with moderate risk/complexity
• Integrate technical knowledge and business understanding to create superior solutions for HP and for customers
• Incident Management, Problem, and Configuration Management activities
• Independently review, implement, and verify changes/solutions of moderate complexity and risk to meet customer/HP
• Provide continual improvement recommendations/direction setting advice within work team
• Balance internal needs with customers’ requirements
• Work as part of a team, which may be virtual, global, and/or multi-functional. Seen as a resource to the team within area of technical responsibility
• Required skills: Windows Server, .Net 4 framework, WF/WCF, SQL Server, XML , Web Services, Production support
• Preferred skills: C#, Fundamental ITIL knowledge
• 3-5 years of relevant work experience
• Experience/understanding of business process, business systems development and analysis
• Strong analytical skills and writing skills, solid experience in writing functional and technical specifications a plus
• Strong Mercury Quality Center skills
• Strong Excel skills
• Intermediate Power Point skills
• Mainframe experience a plus

Oracle Application Support Analyst Ayala Avenue Resume Examples & Samples

• Acting as point of contact for the business on support issues across a number of business-critical applications
• Prioritising and resolving day-to-day systems issues and client requests in a timely manner, effectively managing client expectations and escalating where appropriate
• Monitoring of critical applications and management of issues arising from alerts
• Application maintenance related activities, such as month-end processing, license administration and environment management
• Involvement in a number of small projects ranging from infrastructure / software upgrades, to business-driven enhancements
• Testing of changes impacting CAF applications
• Oracle Applications development experience
• Oracle Open Interface and API experience
• Performance Tuning of SQL and PL/SQL
• Experience with Enterprise Reporting tools

Application Support Analyst Business Objects Administrator Resume Examples & Samples

• 5+ years of experience administrating SAP systems in RedHat/Solaris Server OS environments
• Significant previous operational support and application troubleshooting (preferable in financial services) in SAP Business Objects Enterprise Administration (Central Management Console, Designer, Desktop Intelligence, Web Intelligence, InfoView, Import Wizard, Crystal Reports, Xcelsius)
• Experience with production support of highly available applications
• Experience with Apache Tomcat, WebSphere and Oracle 11g database
• Experience with Universe configuration and row level securities
• Experience with Webi reports using Universe and Custom SQL
• Experience with Hyperlinks & bursting methods
• Working knowledge of configuring the SAP integration Kit, Crystal SDK and Windows AD SSO
• Deep knowledge of Unix/Linux and scripting
• Strong technical background in networking, operating system, system administration and performance monitoring
• Experience functioning as part of a software team, good communicator
• Self-motivated and Responsible, able to own and drive a project when necessary
• Extraordinary Troubleshooter with ability to diagnose and support mission-critical systems
• Familiarity with setting up disaster recovery plans to insure continuity of service for a Business Objects installation
• Intermediate proficiency in managing performance monitoring and tuning in a Business Objects environments
• Understanding of Custom access levels
• Strong ability to work in a highly focused technical environment together with other motivated and driven professionals, as well as the ability to work independently
• Strong organizational, multi-tasking and time management skills to meet deadlines
• Excellent verbal/written communication and presentation skills

Gti-gid Application Support Analyst Resume Examples & Samples

• Experience of working in an environment subject to Change Control, implementation policies and standards
• Strong documentation skills, ability to organize and prioritize workload
• ITIL Qualification
• Identifies opportunities to automate manual workloads
• Reviews, recommends and helps implement operational improvement to support efficiencies in the team work environment
• Works collaboratively on support and training plans to prepare other technology teams for upcoming Application deployments
• Troubleshoots and resolves moderately complex application problems
• Oracle 11G and PL/SQL
• Responsible for the continuous monitoring of software applications used within the Macquarie organisation
• Ensure all ticket requests are attended to within the agreed target completion
• Log and escalate issues that are detected to support teams
• Monitor systems and log requests, issues and incidents arising from day-to-day operations
• Determine manual actions that can be automated
• Prepare regular operational reports and do in-depth service analysis / follow-up
• Including but not limited to
• Learning the global IT products and designs, and associated procedures and processes
• Learning to work with the support tools required
• Monitoring and reacting to alerts
• Supporting the global infrastructure
• Execution of infrastructure changes
• Working with the global teams to implement new processes
• 'Gatekeep' the delivery of new services to the production environment
• Basic knowledge on but not limited to
• Working with other application support teams to resolve issues
• Liaise with vendor support contacts for the resolution of issues and bugs
• Effectively manage client expectations and escalate where appropriate
• Participate in a number of projects ranging from software upgrades, to business-driven enhancements
• Participate in application change and deployment activities including changes between environment and after office hours and weekend implementations
• Planning, executing and managing own tasks and responsibilities
• Identifying improvement opportunities in the project /applications/processes
• Providing status updates regularly in a timely manner and proactively
• Implement and drive achievement toward business and operational support goals
• Troubleshoot, diagnose and identify problems using SQL, Toad and applications. Learn and comprehend current operational procedures within the applications as applied to the business. Identify problems that are re-curing (trends) and report to IS, vendor and management. Responsible for the documentation of the description of the Incident and Problem details and resolutions in the tracking system which is used to update the knowledge base. Advise management on any alternative action needed in the course of resolving or creating a work-around for problems in the business community. Interface between Developers, Project Managers and Vendors. Provide follow up support both verbal and written, for developers, technicians, vendors and users. Communicate enhancements to support services. Escalate issues to IT, IS and vendors 80%
• Create and maintain trouble shooting guides and support documentation for the specific assigned applications. Meet with business associates to analyze trends and define resolutions. 15%
• Attend meetings/seminars to obtain information useful to application support. 5%
• Customer service skills
• Basic SQL -required
• Relational Database knowledge - required
• Interpersonal and teamwork aptitude
• Apparel Industry knowledge a plus
• TechnicalSchool/ Bachelor degree in Computer Science
• Minimum of 2-4 years of related work experience

Intern Application Support Analyst Resume Examples & Samples

• Responsible for providing 24X7 Application Support across multiple visa applications
• Responsible for applying code and operation break fixes and other proactive maintenance activities to keep the services up and running
• Responsible for evaluating the Issues reported by Visa clients and members and providing ongoing solutions
• Responsible for managing the performance and tuning of several Visa applications
• Will be responsible for managing the service and ticket SLAs and managing the workflow to achieve the SLAs
• Work on automation initiatives
• Must have a strong knowledge on Java/J2EE technologies
• Candidate must have a strong demonstrated commitment to customer service, pro-active review of processes and procedures to continually enhance service quality, service delivery and support
• Will work closely with areas across Visa including, Operations, Engineering, Service Product office, and Global Open System Development Lines
• The candidate will be heavily involved in ensuring team meets all SLA's and team objectives
• Must have a strong commitment to execution, follow through and timely communication

Application Support Analyst Unix, SQL Resume Examples & Samples

• Perform day-to-day production support to maximize system availability and correct operation, diagnose issues, with full ownership of problems to resolution
• Develop strong technical expertise in Equities technology and associated applications to understand the end to end transaction flows of applications across the production domain
• Participate in ‘permit-to-operate’ reviews on Equities aligned applications to ensure application releases meet support criteria before being deployed into the production environment
• Participate in occasional weekend support and testing around key deployments and business continuity exercises
• Participate in a support shift rotation to ensure adequate global business support coverage. This includes occasional Sunday support
• Experience working in a support capacity in a time critical environment, ideally with experience or exposure of working in a financial institution
• Responsible for leading and supporting Application Management business and production support tasks from North America
• Prioritize issues, collaborate with respective stakeholders and lead application transition from North America
• Be the voice of IT to business in addressing issues and reporting out status on periodic interval
• Ensure timely transition of operational work for Application Management as per agreed time, costs and quality expectations
• Liaise with Application Development, Technical Management, Business and other related stakeholders in resolving issues. Provide periodic updates to stakeholders on resolution
• Ensure that the application adheres to defined IT Security and Controls
• Ensure adherence to production support SLA / OLA
• Ensure appropriate use of Ford IT processes, tools and methodologies
• Lead aspects of Development to Support transition, knowledge transfer to offsite resources, support launches, co-ordinate post launch issue resolution and stabilization as well as workload management,
• Have visibility of releases in pipeline, effectively plan out for building the resource and necessary skills required for support
• Effectively co-ordinate periodic activities
• Participate in preparing the deck for customer review and lead the review with customers
• Build the knowledge, retain and sustain the knowledge with off-shore resources
• Engage Shared Services teams for support and adherence to Ford IT’s architecture standards and processes within department as appropriate
• Identify efficiencies and improvement actions to improve costs and deliverables
• Works with Project Manager to implement organization wide/Corporate IT objectives
• Act as a cover for other AP based applications for off-hour support as required

Fidessa Application Support Analyst Resume Examples & Samples

• Provide Application Support for Institutional Fidessa
• Scripting - using Perl / Shell / TCL for system monitoring, and setting up of intra-day/EOD reports
• Implement new releases, bug fixes/patches/configuration changes into production
• Liaison with Trading and escalation to Dev, Network, Systems, DBA etc
• Contact Exchanges and Brokers/Vendors to resolve connectivity issues
• Investigate trading issues identified by operations and/or front-office control
• Problem Solve issues through investigation of relevant application logs
• Creating queries to run reports for compliance enquiries
• Provide early coverage, participate in weekend activity for street wide exchange and DR tests
• Resolve application issues, raised by clients on a day to day basis, in an effective and timely manner
• Maintain system support documentation for all supported applications, ensuring it is kept up to date
• Monitor system integrity through daily system checks, to ensure a high standard of service is provided to clients
• Assist with regular system upgrades on applications by reviewing functionality changes (new/amended), system testing, client training and updating of support documentation
• Advise the team leader in developing improvements to support team processes and procedures and ensure agreed procedures are followed
• Provide out of hours, weekend and bank holiday support when required as agreed with Team Lead
• Assist with small enhancements on supported systems from time to time
• Minimum 2 years of analyzing business or technical problems, and of proposing and implementing solutions preferred
• Exposure to proven systems development experience using structured methods an asset
• Formal training in systems analysis and computer programming an asset
• Understanding of relational database design and development life cycle principles an asset
• Experience working within the Investment Services industry in either a business or IT related role
• Must have strong problem solving capabilities with an analytical, methodical approach
• Must have experience analyzing business or technical problems, as well as proposing and implementing solutions
• Have a working knowledge of supporting software/systems and how to report problems concerning business applications and data extracts
• Possess a good understanding of the business drivers within an investment services company
• Must be capable of communicating and negotiating effectively with all levels of user; both verbally and in writing
• Have a strong desire to learn and progress (motivated enough to self learn)
• Desire to stay abreast of new development tools and methods
• Must have good organization and planning skills
• Be able to work under pressure and multi-task
• Have the ability to manage conflict
• Good inter-personal skills combined with willingness to listen to users, ability to analyze requirements / problems and to propose innovative but workable solutions
• Application Support - Experience with VB.Net/C#, Sql Server, Oracle, Web Services preferred
• Data Support - Experience with Sql Server, Oracle, UNIX, Crystal Reports, BOXI, Informatica, and Autosys preferred
• Data Support - Knowledge related to transmission methods such as NDM, FTP/SFTP or SDE preferred
• Experience supporting and integrating custom applications with vendor packages and solutions preferred
• Previous call center work experience a plus
• Provide first and second level of application support for Middle Office, Operations and Front Office teams which are located around the globe. Provide coverage which will require shift/rotation and occasionally might include weekend work to primarily India hours of operation; Work day will vary depending on shift and could start at 7 AM IST if on early shift; or end at 8:30 PM IST if on late shift
• Manage end-user client relationship on a day to day basis
• Resolve user queries as it relates to application support
• Maintain a knowledge base of known defects, issues, process, techniques etc. Update and manage problem tickets appropriately
• Perform post-release testing after application upgrades and/or releases. Perform desktop testing on disaster recovery environments
• Be proficient in server side process management and configuration and able to do light Production deployments
• Be able to deploy applications and troubleshoot defects
• Applications that will be supported will include, but not limited to: GTS, APAR, TCFE, TCE, TPS, BIR
• Bachelors Degree in Computer Science, Engineering or Business
• Knowledge of SQLs, UNIX, Oracle, J2EE will be beneficial and preferred
• Familiarity with AutoSyS job scheduler
• Knowledge of Web based applications / architecture (certificates, IIS, Web Services)
• Knowledge of Web Methods will be a huge plus
• Ability to communicate directly with Business and Operations
• Strong analysis, research, investigation and evaluation skills, with a structured approach to problem solving
• Results oriented and highly flexible
• Must possess the ability to quickly adapt to new systems
• Monitoring and Resolving Peregrine tick
• Extensive experience in supporting and troubleshooting J2EE web applications and databases
• Bachelors’ degree in Computer Science or related field of study or equivalent relevant experience
• Extensive UNIX and Windows O/S background
• Support multiple technology and application related projects
• Collaborate with a team of application support personnel and web developers
• Assist in developing project plans, timelines, cost estimates, assembling project teams, setting and leading project management calls, track deliverables, developing project reports, communications and updates, etc
• Primary point of contact for support and development of internal and third party support applications
• Conduct training sessions in support of new and existing processes and technology
• Must be comfortable attending global conference calls, sometimes at off hours in support of global partners in different time zones
• Lead in-person and virtual training sessions for new application users
• Provide all level of customer supports for applications (phone/email)
• Level 1 responder and manager in support of systems issues and malfunctions
• Oversee quality control: ensure consistency, accuracy and compliance with system and company standards
• Ability to work virtually and with a global team in multiple time zones
• 2+ years’ experience supporting projects for financial services, customer service or in the hospitality industry
• Excellent Microsoft Office suite skills including Access and Project. Expertise in Excel and familiarity with PowerPoint are a must
• Good understanding of technology and project management methodologies and principles
• Impeccable attention to detail and accuracy
• Experience with producing and distributing publicly facing materials
• Ability to explain complex technology issues and concerns in non-technical ways
• Bachelors in Information Technology, Operations or Business preferred

CIB Tech-f&o Application Support Analyst Resume Examples & Samples

• Regional SME lead for Cross Asset Client Connectivity
• Work with other JPMorgan Technology teams (Infrastructure, Network, Security etc) to manage the implementation of new solutions, while adhering to JPMorgan procedures and policies
• Attend information sharing and group training sessions
• Participate in out-of-hours support, testing & exchange upgrades when required
• Must have previous experience with Fix and good knowledge of Fix protocol
• Previous experience with Ullink (Bridge, OMS) a strong advantage
• OS : MS windows, UNIX and/or LINUX
• FIX protocol
• Problem Solving Skills - natural inclination towards problem resolution
• Language skills. Ability to converse in different foreign languages would be an advantage (e.g. Chinese / Cantonese / Japanese / Korean etc)
• Help in identifying, coordinating, and implementing initiatives/projects and activities that create efficiencies and optimize technical processing
• Develop and maintain relationships with technical staff, end users and clients
• Demonstrate creativity, innovation and high performance
• “Can do” attitude, which can identify problems, take ownership, and provide solutions
• Demonstrate sound analytical and diagnostic skills dealing with issues that are not readily defined and/or conflict with available information, ability to reach sound decisions quickly
• Hands-on experience in Production Support
• Hands-on experience in data analysis/ SQL
• Experience in UNIX shell or similar scripting languages
• Strong analytical & trouble shooting skills required
• Experience working in financial services industry supporting mission critical applications is a big plus
• Prioritizing and managing tasks and resolving day-to-day application issues and client requests
• Liaising with vendor support contacts for the resolution of issues and bugs
• Participating in a number of projects ranging from software upgrades, to business-driven enhancements
• Incidents and problem queue activities support and closure
• Implementing ITIL principles in incidents, problem solving and change activities
• Has SQL and UNIX project experience for 3+ years
• Experience in L2 Production support
• Well versed with ITIL v3 concepts
• Willing to work in rotational shifts (APAC & UK shifts)
• Preferably from BNFS domain
• Need good analytical skills to drill down production issues
• Good to have –

Contract IT Application Support Analyst Resume Examples & Samples

• Liaison communication between IT groups and Application Project teams
• Track status updates, changes, application account creations
• QA application account creations, access, and use
• SAP application troubleshooting
• Documentation as needed – producing spread sheets, power points, etc
• Follow security policies while carrying out support
• Excellent communication skills via phone, email, and in person meetings
• Attend and coordinate conference calls and meetings
• Technical contact for application support and IT related issues
• Resolve technical failures in a timely manner, track issues, escalations, & resolutions
• Troubleshoot & solve common IT application issues
• Work on projects as needed
• Bring ideas for improvement forward
• Support setup and use of mobile apps
• Use ticketing systems for application end user support e.g. accounts, access, trouble shooting, and approvals
• 1-2 years of IT support
• Strong customer service skills, including ability to listen, interpret and explain computer related concepts in non-technical terms
• Windows experience required
• Mac OSX support experience required
• Experience with supporting web browsers including IE, Chrome, Firefox, Safari
• Desire to multitask and solve problems efficiently and quickly
• Hands-on experience with Microsoft desktop operating systems and software
• Knowledge of Microsoft Active Directory,
• Must have extensive knowledge of computer software
• Experience with a corporate IT ticket system like Remedy
• Experience with asset and software tracking preferred
• SharePoint experience preferred
• Support key MAM Front and Back Office Systems including Composer, Dimension etc
• Be pro-active in process improvement/automation to resolve regular operations issues
• Project manage operations components of key systems upgrades e.g. Trading System Upgrades
• End to end problem management responsibilities
• Unix shell/DOS batch scripting
• SQL Scripting, ideally with Oracle/SQL Server
• Java skills preferable
• Previous Control-M Batch experience preferred, but not essential
• Familiarity with ITIL Incident/Change/Problem management
• Ability to work in a demanding, fast paced funds business
• The ability to operate independently, to be proactive, and able to interact with stakeholders across all levels

Application Support Analyst Statistical Analysis Risk & Finance Tech Resume Examples & Samples

• Provide 2nd Level support for in-house applications
• Provide leadership and Off-Hours support, as needed, to resolve system problems during non-business hours or backlogs
• Provide daily support in order to ensure customer satisfaction. Develop and maintain good relationships with lines of business. Ensure communication is customer focused and professional
• Troubleshoot and resolve application or infrastructure issues. This requires detailed knowledge of multiple systems, as well as an in-depth understanding of the functionality for these systems
• Technical expertise on multiple platforms is required
• Must have 5-7 Years of SAS product installation experience in UNIX/AIX environment
• Adding, modifying and deleting SAS users and user privilege
• Managing software license, both client and server, installation and compliance
• Participating in infrastructure projects to improve the SAS environment
• Perform backups and refreshes
• Prepare capacity planning and sizing
• Perform Disaster Recovery Activities
• Troubleshoot and resolve production break/fix issues in a timely manner
• Participate in major release and associated code migration
• Manage, coordinate, process GTI Upgrades and Maintenance activities
• Partner with other LOB's and RFT parties to create strong partnerships and relationships (ie; Exadata, GTI, GFO, Janus)
• Validate Release performed by interfacing applications(Janus, RDT,RDI, PUMA, IBIE, CORE, BP LE, Radar)
• Perform metrics reporting for senior management
• Microsoft Excel, Power Point and word are required skills
• Perform System Health Checks
• Monitor production batch processes and send consistent communications to senior management team
• Identify issues and open defects on ALM
• Open Peregrine tickets for production incidences
• Participate in Hygiene activities to create a robust environment
• Perform production readiness procedures
• Create change management incidences for production break fix and maintenance items
• Business Analysis and/or Financial knowledge is an asset
• BPM scheduling took is a plus
• Strong UNIX and SQL is a plus
• Oracle knowledge is a plus
• LRI application knowledge is a plus
• BS degree in CIS required
• Masters in CIS is a plus
• Provide first and second level of application support for Middle Office, Operations and Front Office teams which are located around the globe. Provide coverage which will require shift/rotation and occasionally might include weekend work to primarily India hours of operation; Work day will vary depending on shift and could start at 7 AM IST if on early shift; or end at 8:30 PM IST
• Be proficient and / or willing to learn server side process management and configuration and we able to do light Production deployments
• Applications that will be supported will include, but not limited to: Loan IQ, Business Objects Reports and Firestar. Additional applications being on-boarded include ACBS, eCLIPs, Chase Warehouse Lending, Promerit, Franchise Finance Website, Bulldog, ABLE, and Leasepak
• Responsible for application flow, including configuration, scheduling control and scripting. Knowledge of shell scripting, knowledge in C++, .NET and Java is an advantage
• Contribute and deliver Operational improvement projects. Identify potential threats and mitigate risks, act as a guardian of production services and change procedures are followed
• Drive continuous improvement of our processes and demonstrate initiative and creativity in problem solving

Unix & Windows Application Support Analyst Resume Examples & Samples

• Knowledge of the overall business operating models and underlying technical architecture
• Extensive database experience
• Excellent knowledge of PL-SQL, Oracle
• Basic Knowledge of web application Server
• Basic Knowledge of Batch scheduling
• Basic Knowledge of ETL
• Source code management products (SVN, Clearcase)
• Transfer pricing Domain
• OFSSAI Technologies, Basel module
• Total experience should be 6 months to 2 years in software Industry
• 6+ months of production support experience.( nice to have)
• 6+ months of experience with enterprise class scheduling software. Control-M preferred. (nice to have)
• 6+ months Experience on a UNIX platform, Oracle database and SQL
• 12 months years of Application Development work experience with enterprise ETL tool. Ab Initio preferred (nice to have)

Mis Application Support Analyst Resume Examples & Samples

• Strong Oracle 10g/11g development experience: SQL and PL/SQL
• Unix OS and shell scripting skills
• Strong understanding of the data attributes associated with Investment banking products and trading environments
• Proven ability to evaluate technologies and make recommendations on technical solutions to best solve business problems
• Certifications in Oracle
• Concepts and knowledge of Financials and Accounting
• Good Written and verbal communication
• Coordination Skills
• Flexibility
• Relationship Management / Partnership
• Work to manage and maintain Retail server frames deployment, partitioning, and capacity
• Work with application partners and architects, and participating in the design and documentation of the infrastructure and systems, building out the end-state solution, and working with production support teams to ensure a smooth transition into production
• Post-production, serve as a knowledge expert for issues that arise with the designed/implemented solutions. Provide technical decisions and direction when working with project managers, application developers, and business partners
• Act as an advocate for the customer's technical needs while ensuring compliance and adherence to all applicable processes, procedures, and standards and recommend solutions and alternatives in situations where they view efficiencies are not being obtained
• Work on include large-scale cross-function application environments, smaller simple application servers, systems re-engineering/re-design, and system/site moves
• 5+ years hands-on experience implementing Windows 2003/2008/R2, experience implementing Red Hat Linux servers (5.x), together with experience on AIX in a large enterprise environment
• 5+ years experience designing highly reliable/recoverable UNIX-based solutions that address specific business needs and requirements
• Working knowledge with SQL Server 2008/2008R2
• Experience planning /configuring and deploying Group Policy in a complex desktop and server environment
• Experience with determining correct solution sizing/scaling based on business requirements
• Solid experience with clustering, load balancing and high availability solutions
• Thorough understanding of web and FTP services
• Experience implementing WebSphere or WebLogic solutions strongly desired but not required
• Thorough understanding of storage related technologies from a server perspective; working with provisioned SAN, external/remote storage media, etc
• Knowledge of server to network interfaces, TCP/IP protocols, TCP/IP routing, IP switching, DNS and DHCP
• Experience supporting various directory services including Active Directory
• Leadership abilities: ability to drive discussions with client, provide leadership for UNIX team members, and explain complex issues to AD partners and senior management
• Must be able to remain focused on critical deliverables while remaining aware of simultaneous communications and issues
• Experience working in a "hands-off" environment driven with controls/process in place
• Application flow, including configuration, scheduling control and scripting. Knowledge of shell scripting, knowledge in C++, .NET and Java is an advantage
• Identifying potential threats and mitigate risks, act as a guardian of production services and change procedures are followed
• A quick-thinking problem solver, able to assimilate data rapidly in order to present solutions to day-to-day incidents
• Able to manage own work and mentor junior staff in technical areas
• Open to night shift, shifting schedules and split week work patterns

Iseries / As-application Support Analyst Resume Examples & Samples

• Good problem solving and analytical skills
• Ability to define, adhere to and contribute to process improvement and problem resolution processes
• Time management skills and the ability to schedule your workload
• Experience of large financial and banking systems
• Proven AS400/iSeries experience in a development and/or production support environment (with current knowledge of OS400, CL, RPG, ILE, MQ Series, SQL)
• Knowledge of GMI, ACBS, ROBOT, Turnover and ALDON vendor packages desirable
• Experience working in the Banking or Asset Management sector
• Experience in providing business application support
• Understanding of Windows, UNIX, SQL, Oracle, SSRS, Including strong database querying skills
• Provide time critical support to production publishing systems
• Work to tight deadlines
• Work closely with development teams
• Work directly with key business stakeholders
• Understand the data flow and management processes
• Manage and deploy software and data change requests
• Troubleshoot database and application issues
• Identify and provide proposals for process improvement
• Be involved in on-going project work
• Create and maintain operational documentation
• Be exposed to a mix new and old technologies
• Microsoft SQL 2005/2008/2012
• T-SQL / SSIS / SSRS
• Microsoft Windows 2008/2012 Server
• ASP/ASP.NET Web Applications/Services
• Exposure to scripting/programming languages
• AGILE (KANBAN)
• Working closely with portfolio managers to develop portfolio construction/optimization application
• Designing and implementing the next generation of portfolio construction and portfolio analytics visualization tool
• Very pro-active, delivery focus, strong experience on Agile programming

Application Support Analyst Undergraduate Intern Resume Examples & Samples

• Previous experience in customer service, help desk support or application support an technical environment
• Experience managing projects in a dynamic, team environment
• Superior Customer Service skills
• Knowledge of ITIL or other service management methodologies
• Experience or previous job history as a Business Analyst or Business Systems Analyst ITIL Foundation
• Preference for a candidate working towards a degree in a technology or business related field. Desired BS in Computer Science
• Work on some of the most complex challenges in large scale computing by utilizing your skills in data structures, algorithms, and object oriented programming
• Provide Level 2 Incident Management support for customer facing web applications with a goal of meeting business service levels. Take ownership of critical issues, enlist proper representation from other IT support teams and drive towards resolution
• Monitor and maintain operational readiness of Enterprise Applications including AWS hosted applications and provide 24/7 support as needed
• Support Autodesk enterprise growth and ensure stability through maintenance activities on various Enterprise Applications
• Work with open source tools, create API, rich dashboards and implement proactive monitoring
• Provide application support for multiple RPS applications,across distributed and mainframe platforms
• Work on production issues, queries, requests and if needed reach out to the AD oncall for resolution
• Work on production data updates
• Monitor issue trends, perform RCA and communicate the same to AD teams. Identify strategic optimization and
• Undergraduate degree Minimum 6 or more years current work experience in a distributed Java based environment is a
• Extensive experience supporting Level 2 applications or OS/DB platforms
• Good listening skills, in order to continually improve an application based on interactions with x-impacted teams and users
• Ambition, energy and enthusiasm will be a key trait to any individual's success in this role
• Resolving incidents and fulfilling requests raised by clients and ensuring they are completed in a timely manner with highest degree of customer service
• Working collaboratively and effectively with customers and other IT teams within the organisation
• Ensuring incident, problem and change management; and BCP processes & procedures are followed and adhered to
• Reviewing and proposing continuous improvements to operational processes and procedures
• Contributing actively to build the knowledge base associated with the service
• Participating in 24 x 7 on-call roster
• Provide 1st/2nd line application support to internal users and external clients
• Analyse moderate to advanced inquires and lead problem resolution
• Pro-actively identify areas where support queries can be reduced, and identify, document and potentially implement small scale solutions and encourage the global team to do this
• Communicate clearly and concisely, and escalate issues on a timely basis. Keep management informed of progress and issues
• Develop and maintain relationships with other technology teams
• Degree in Computer Science, Electronics, Physics, Mathematics, Engineering, Finance or Economics
• An understanding of the full software lifecycle
• Experience in application support in a Front Office/Trading Environment
• Knowledge of financial markets
• Knowledge of enterprise systems
• Project coordination experience required (coordination / follow-up of tasks handled by external teams, testing / acceptance of deliveries)
• Development and debugging skills in Unix, Oracle SQL/PL-SQL and Java/J2EE
• Significant day to day support experience in a banking or financial services environment required (functional and technical analysis)
• Graduate in Computer Science/information science or its equivalent
• 2 to 4 years of experience in the banking or financial services domain
• Other Value-added Competencies
• Knowledge of TRADE FINANCE fields is an significant advantage
• Experience working in a banking environment is preferable
• Ability to communicate with the counterparts in China is Mandatory
• 12+ months of production support experience
• 6+ months of experience with enterprise class scheduling software. Control-M preferred
• 36+ months years of Application Development work experience with enterprise ETL tool. Ab Initio preferred
• Total experience should be 7 years in software Industry
• 6+ months of production support experience
• 60+ months years of Application Development work experience with enterprise ETL tool. Ab Initio preferred
• Application flow, including configuration, scheduling control and scripting
• At least 3+ years experience supporting of mission critical systems in a high pressure environment
• At least 2+ years experience in SQL and relational databases
• Experience in at least one or more of the following technologies, including automation scripting
• Partner closely with Application Development, Testing teams, all data consumers, and other dependent support teams
• Participate in on-call rotation for application support, including weekends and off-hours
• Improve productivity, supportability and efficiency by automation of repeatable tasks using tools and scripting
• Produce production metrics
• Performing a daily health check of intra-day/overnight system batch processes
• Prioritising and resolving day-to-day systems issues and client request
• Participating in 24*7 on-call roster
• Involvement in a number of projects ranging from software upgrades, to business-driven enhancement
• At least2+ years experience in SQL and relational databases
• Degree in Computer Science, Electronics, Physics, Mathematics, Engineering, Finance or Economics is essential
• Experience in application support in a Front Office/Trading Environment is preferable
• Knowledge ofenterprise systems
• Runs technical bridges, as required and leverages experience and organizational knowledge to reduce MTTR (Mean Time to Recover)
• 5+ years experience working in both Unix and Windows environments
• You have at least 2 years of Application Development work experience in a client server and or Web environment that demonstrates exceptional technical design, coding, testing and debugging skills
• 2+ years experience with .NET
• 2+ years experience with a Oracle
• In addition, you will be qualified if you understand business requirements, can write functional requirements, develop detailed technical designs, and build / unit / system test application code
• Strong working knowledge of Oracle RDBMS
• Proactively monitoring system health and respond to alerts to provide high availability and performance of the application set including automation of healthchecks
• Problem, change, incident management and automation of application/system monitoring
• Contributing and deliver Operational improvement projects
• Ensure incident, problem and change management; and BCP processes & procedures are followed and adhered to
• Review and propose continuous improvements to operational processes and procedures
• Contribute actively to build the knowledge base associated with the service
• Participate in 24 x 7 on-call roster
• Participate in the on call rotation to ensure after hours coverage is required
• Responsible for assisting Level 1 and 2 Customer Support Analysts in the timely resolution of customer support issues through providing training, advice, recommendations, consultations, conference calls and problem escalation
• Coordinate special requests from users that require in-depth or specialized knowledge of both property and business applications
• Perform small group training and provide documentation as needed
• Write and maintain queries using SQL, to troubleshoot and solve DB issues
• Research and troubleshoot all issues prior to escalation to Development, including gathering information needed to produce fixes and enhancements, documenting steps to reproduce problems in house, review and verification of enhancement requests and directly interfacing with customers to manage problems through to timely resolution
• Responsible for answering customer calls from the Customer Support telephone call queue, email and web to ensure the highest level of customer satisfaction and customer service possible
• Continually transfer knowledge to the department
• Must have good customer service as well as technical, analytical and problem solving skills, good written and verbal communication skills
• 5+ years of experience in SQL support including query writing. May modify or edit existing support scripts
• Thorough working knowledge of HEAT call tracking software and its application to our operation
• Excellent troubleshooting, diagnostic, process, and procedural skills to include: root cause problem analysis, a mindset which allows them to continue looking for a solution when others might give up, and the ability to approach a problem from more than one angle to find a timely resolution
• Reviewing and propose continuous improvements to operational processes and procedures
• Gaining business understanding of how the product is used
• Working closely with the Digital and eComm team to ensure compliance with Incident, Request, Problem, Change and Release processes and procedures
• Providing documentation as may be required
• Providing reports to track progress
• Identifying improvement opportunities in the project/applications/processes
• Suggesting process and procedure improvements
• Understanding the business that the application and infrastructure supports

Application Support Analyst Associate Resume Examples & Samples

• USRRP-Axiom - Local Regulatory Reporting for US
• DaVinci - Third Party Regulatory Reporting application
• FRS Financial Analytics - Third Party Regulatory Reporting application
• Finarch , Brussels- Third Party Regulatory Reporting application
• Autosys , ControlM- Scheduling, monitoring and alerting infrastructure
• Unix shell scripts
• Coordinate with client and support teams on issues
• Analysis of the problem statement and suggest solutions
• Communicate with all stakeholders on problem statement, possible solutions, intermediate issues and overall status of work assigned
• Coordinate with Build teams for all changes, documentation and handover
• Knowledge of incident / problem management
• PL/SQL Stored Procedures support/development
• ClearCase version control software
• Effectively adapt to necessary changes in work requirements, roles and responsibilities
• Ability to work under pressure and deliver on time

Gid L Gnap Application Support Analyst Associate Resume Examples & Samples

• Basic project management such that one can lead the execution for any owned tasks, milestones, or projects
• Excellent oral communication across multiple levels of the organization from engineers, users, and different managers. The ability to work well at multiple levels of the organization
• Excellent written communications to assure email clarity and professionalism with users and team members
• The ability to challenge other functional staff around service, and drive calls to resolution during incidents
• Basic knowledge of db and how it relates to applications
• Experience with existing GTI tools
• Experience using call/ticketing software
• 2-3 years experience with Linux and Shell scripting
• 2-2 years of experience in Perl/scripting language and / or Java
• Deliver 1st and 2nd line support for Equity Cash, Portfolio Trading and Derivatives OMS and execution platforms
• Manage releases of new and existing applications to the production environment
• Perform analysis and testing of new and existing applications as required
• The candidate will be required to look across the entire production environment to aid continuous improvement with the state and supportability of production systems
• Build and maintain relationships with business users and other stakeholders
• Work closely with Development and infrastructure teams to ensure that issues and defects are reported and actioned and meet business requirements and timelines
• Work closely with other Tradeplant team members across the Asia Pacific region and globally to ensure consistent service delivery and standardisation
• Expertise in providing trading application support to cash equities and derivative traders
• Working knowledge of order flow, Cash and FFO market access and exchange gateways
• Technical expertise in the following:- Fidessa FTW, OMAR, AMMA, FDA, ORC
• Experience in support of high touch traders use of Algorithmic trading strategies - VWAP, TWAP (Clock), IS, POV, MOC, Get Done
• Creative Thinking
• 6+ years of experience in IT operations
• Demonstrated knowledge of ITIL processes
• OS and Web support, IIS, Tomcat, and/or Apache experience required
• Monitoring experience required (Tivoli, Apica, Topaz, VCOPs, App Dynamics)
• Excellent analytical and problem-solving skills
• Ability to work with Application Development , Business Analysts , Quality Assurance and associated Technology/Operations Teams to understand all application layer functions and related downstream
• Experience with IT Risk projects
• Experience with operations capability projects
• Database support; SQL and DB administration experience preferred
• Interact with various teams to ensure a stable production environment, including but not limited to client facing support, application developers, business analysts, infrastructure, build & deployment and quality assurance
• Develop strong working relationships with the business and aligned application and infrastructure support teams to assist in support issue prioritization
• Perform timely escalation of critical production incidents and proactively identify patterns of recurring incidents to improve service stability
• Maintain documentation on issue corrective actions in-line with best practice to ensure knowledge accessibility and continuous learning amongst the team
• Work directly with other members of the development, project management and business teams
• Application Change Management - Decision making and approval of all changes, assess risk/benefit, and coordinate with Service Delivery Managers and Chase business teams communication and timing
• Batch Monitering
• Perform hands on triage and break fix (level 2 and 3 support), adhoc reporting, code walk-thrus, and core processing internal wellness checks
• Responsible for small development projects and initiatives which will include new functional requirements, process tuning and "Break" fixes
• Work within prescribed Chase Card Services development methodologies and standards
• Support changes/applications post implementation by debugging, fixing, and participating in maintenance releases as needed
• Become knowledgeable and familiar with the overall ES platform, and subject matter expert on your particular subsystem. Travel may be required for training on the ES platform
• Stay abreast of new technology and methods to optimize development for the enterprise
• Mentor and provide technical guidance to other Application Developers on the team
• Participate in Testing, Implementation Planning and Execution of complex applications
• On a day-to-day basis, you'll be expected to
• Create technical specifications, Develop code and test for small business requirements, process improvements and break fixes
• Perform Daily Production Monitoring and Reporting
• Provide first call level production support for the suite of applications
• Provide technical and programming support and mentoring to Application Developers
• Develop error free code that complies with all code standards and methodologies
• Bachelors degree in Computer Science or related field of study or equivalent relevant experience in mainframe programming
• 2-4 years of experience with large mainframe based applications built with Cobol and DB2. - Other Mainframe Technologies that would be nice to have/added plus: IMS/DB, CICS and MQ Series
• Mainframe Tools - EasyTrieve, CA7, Changeman, Sync Sort
• Experience and knowledge of change management, implementation planning and release management
• Experience and knowledge of in code management and versioning methodologies with experience with a leading code management tool
• General experience of credit card industry experience not required but preferred
• Ability to work well either independently or as part of a team

Tech Application Support Analyst Resume Examples & Samples

• Interface and support for all technology related matters in Romania ICG business, including (but not limited to) the problem management, reporting activities, testing, documentation
• Maintain, support and assist in the testing of changes to applications and their operating environments
• Ensure the availability of applications for the client and deliver problem management resolution. May provide technical solutions/developments (fixing application problems, small app enhancement, local reporting tools for situations where regional/global tools are not available)
• Support of offsite business recovery and technology disaster recovery testing
• Ensure the technology policies are followed
• Establish and maintain effective working relationships with technology developers team, with local ICG operations and with regional technology groups, when required
• Understand business plans and ensure that technology solutions are in line with business needs
• Ensure the highest quality of customer service for the ICG business and clients in the country
• Monitor service delivery and address any service delivery issues / outages with the ICG business, ensuring all technology units respond in a coordinated manner to address issues
• Ensure all application development projects are fully compliant to strategic architectural roadmap for ICG business as clarified by regional product architects
• Work closely with in country, regional and global support teams (Data Centres, product support teams, centres of excellence, etc.) to identify and highlight areas where support model for country can be improved, optimized
• Perform various administrative activities as required within One tech department
• The successful candidate will have experience in the following areas
• Must be able to interface on both technical and business aspects with various levels within the organisation (e.g. CBM, SCOO, CCO, Product heads for Region, Junior Engineers etc.)
• Good interpersonal, communication, leadership and management skills
• Strong organizational and follow-up skills and the ability to multi-task effectively in a high-volume environment
• Customer-oriented
• Relationship building and influencing skills
• Strong problem-solving skills and analytical approach
• Team Oriented with a collegial approach to addressing challenges
• Ability to remain calm and objective in a high-pressure environment
• Ability to work in a team of diverse skill sets and cultures
• Ability to influence remote teams
• Good communication in English and Romanian
• B.S./B.A. degree level is desirable, although relevant experience and strong track record more important
• Design, develop and implement strategies to improve overall efficiency of the WTS support model to maintain and exceed applications availability SLAs
• Providing subject matter expertise in the management of the Back Office Suite of Applications including but not limited to PrimeOE, TDSS REC, Wealth Client Onboarding, Wealth Transfer System, Ticketing Application, Arrow, Cornerstone, DRIPS and CASE
• Taking a lead role within the team for a group of applications including managing Priority 1/2 issues, communicating incident updates to business partners and management teams, monitoring/managing problem ticket queues, escalating with internal/external support teams, and taking a lead role or assisting with creation of Post Incident Reviews as required
• Provide Level-2 support for multiple applications across distributed and mainframe platforms
• Work on production incident management, business request, application recovery, disaster recovery, functional account management
• Perform application monitoring, job scheduling, file transfers, outage management and change management
• Coordinate with AD teams or other teams to perform RCA
• Post patching and hygiene validations
• Effectively document processes and update Knowledgebase
• A minimum of three (3) years of experience in a development or production/support environment with first-hand experience in incident management and change management
• Ability to perform root cause analysis and perform critical thinking around driving an issue to resolution.-Technical experience supporting distributed platforms
• Experience maintaining SharePoint sites and Confluence
• Two (2) to three (3) years experience in UNIX
• One (1) to two (2) years experience in Database (MS-SQL, Sybase/Oracle.)
• One (1) to two (2) years experience in Unix scripting such as ksh and perl
• One (1) to two (2) years experience using scheduler software such as Control-M, Autosys
• One (1) to two (5) years experience with file transfer software such as WinSCP or FileZilla
• Basic knowledge of networking technology
• A minimum of five (5) years of experience in a development or production/support environment with first-hand experience in incident management and change management
• Ability to perform root cause analysis and perform critical thinking around driving an issue to resolution
• Technical experience supporting distributed platforms
• Prefer a Bachelor of Science degree in a technical field
• Prefer financial industry experience, credit card and/or payment systems experience
• Development experience highly desired
• Knowledge of mainframe and/or tandem platforms a plus
• Experience with Oracle Database
• Ability to work well in a team oriented, agile environment
• Specific Technical and Business Skills
• Required 3+ years minimum experience in IBM WebSphere environment
• Ability to create and manage scripts and using CA products
• Strong knowledge of Wily, Splunk, Foglight, Interscope, Nagio monitoring tools
• Experience in planning and executing HA/DR activities and driving BCP strategies and perform tests and reporting
• Strong knowledge of UNIX operating system
• Strong ITIL knowledge and processes of Incident/Change and Release management
• Experience in working on monitoring tools like Tivoli, Site scope etc…
• Required prior experience working at a large tier 1 global financial institution
• Strong understanding of Web Services
• Strong working knowledge of Java 1.6+, WebSphere Application Server 7/8.5
• Ability to use Maven for build automation
• Ability to work with existing code as well as expertise to produce solutions bottom up
• Experience with Rational Application Developer/Eclipse IDE
• Working knowledge with Oracle Database configurations and performance management
• Thorough knowledge of SDLC (Software Development Life Cycle)
• Experience with Source Code management techniques/ tools
• Demonstrated teamwork and ability to work with diversified multi-location team
• Strong interpersonal skills and time management skills
• Preferred skills
• Exposure to Appway™ tools and development processes
• Experience with supporting web based client facing financial systems
• Understanding of the Private Banking business
• Prioritizing and resolving day-to-day systems issues and client requests in a timely manner, effectively managing client expectations and escalating where appropriate
• Experience with Java (SEAM), VB / VBA and Access applications, Oracle databases, working knowledge of Access, Sybase and SQL Server databases
• Knowledgeable in applications and systems fit into wider infrastructure, e.g. networks, DMZs, firewalls
• Design and Build tools to enhance the support function
• Produce production metrics and Senior management Scorecards
• Experience : 5-7 years of work experience in Applications Support / Infrastructure Support Environment
• Ability to comfortably use and adapt to a number of different technologies to analytically direct the team to resolve complex issues
• Strong working knowledge in UNIX/Linux/Windows and Oracle/SQL Server (SQL Querying, SP, triggers, views & other DBO.)
• Resolution of any incidents within SLA
• Management of any issues arising
• Addressing any change requests raised by Salesforce Application business users
• Developing solutions to solve business problems and enhancing functional performance
• Developing application test plans and undertake test related activities
• Ensuring the reliability and availability of the Salesforce Application
• Working alongside development & support teams internally & externally
• Degree educated or relevant experience
• Previous experience of supporting and implementing applications in a large environment
• A working knowledge of LAN, WAN and Operating systems (Windows or I-Series) is desirable
• Previous client-facing experience
• Knowledge of ITIL processes is preferable
• Knowledge and experience of any of the following would be an advantage but not essential: Salesforce administration, Salesforce force.com declarative configuration, Apex programming, Enterprise Architecture methodologies specifically including SOA and web-service interfaces, ETL architecture
• Strong Business Partnership
• Establishes and maintains working relationships with the various different businesses that are supported
• Manage expectations with the Business
• The ability to provide 1st level support onsite for all production JPMorgan applications
• The ability to understand and communicate business flows and local nuances impacting business
• Handle internal and external customer inquiries
• Managing User / Client Set-ups and business expectations
• Exchange / Banking connectivity understanding at various levels i.e. Infrastructure and Application stacks
• An understanding of location regulatory / compliance rules / risk and control
• Ability to react, escalate and engage the right people to manage System Alerts in a timely fashion
• Understand the essence of the business(s) and deliver first class support
• Works in an open and engaging manner across all internal teams to ensure proper service delivery
• Contributes / refines appropriate support and knowledge management for existing products
• Engages to collect business requirements and implement new functionality
• Participates in out-of-hours support and testing
• Participates in Disaster Recovery, SABRE, exchange and Street-wide resiliency activities in support of applications and the business
• Minimum holding of Bachelor’s degree in Computer Science/Information Systems, or equivalent
• Fluent in English both conversation and writing skills
• Minimum7 years of IT experience with background in security engineering, application development/support, or equivalent technical production support experience (Required)
• Minimum 7 years of experience with background in support of the Internet/Intranet/Web Base Application or Internet Banking (Required)
• Minimum 5 years of experience in working with the Incident Management, Chang Management, SDLC, and Production support experience
• Must have full life-cycle development experience in a large financial services firm, preferably in Banking & Securities
• Strong technical skills in these areas: Oracle, JAVA, JSP, SQL, CITRIX, SiteMinder (Moderate to expert), Weblogic/Webspshere (moderate to expert), UNIX (Moderate to expert)
• Ability to influence and lead technical conversations with varied Technology support groups (Required)
• Experience in Banking and/or Securities business is advantage
• Microsoft Windows Server 2008-2012 administration (essential)
• Microsoft IIS 7-8 configuration and support (essential)
• Microsoft SQL Server 2008-2012 basic administration (essential)
• Linux CentOS 6+ administration (essential)
• Exposure to SAP NetWeaver (beneficial)
• Good understanding of infrastructure technologies and principles, e.g. VMware, networking, VPNs, load balancing
• Support of applications published through Application Virtualisation technologies, e.g. Microsoft RDS, Citrix (beneficial)
• Experience with troubleshooting principles, methodologies, and issue resolution techniques
• Experience of medium/large scale solutions, distributed systems, scalability and bottlenecks in global environments
• Understand application level security policies
• Ability to understand the business goals of the end users and the business in general
• Experience of working with software development teams using Agile methods
• Strong delivery focus and passion for quality and innovation
• Respond to support issues and service requests, providing appropriate advice and solutions within agreed SLAs/OLAs
• Escalate issues and requests in accordance with designated processes and procedures, including supplier and senior management escalations
• Take part in weekly on-call rota to provide 24/7 support and be available for out-of-hours work when required
• Deliver assigned projects on time and with a focus on quality, working in collaboration with other technical teams and business stakeholders
• Work according to IT Service Management processes (ITIL), e.g. Change, Incident, Problem Management, etc
• Participate to the Service Transition process for bringing new applications into the support process
• Contribute to the definition and management of the applications support model and associated processes
• Contribute to the proactive management of support applications including performance, scalability, capacity, compliance, security, supportability (including patching) and maintainability
• Create and maintain documentation (processes, procedures and wiki information) for supported applications
• Maintain and enhance performance of supported software and applications across the organisation
• Identify and recommend support process improvements
• Contribute to the development and documentation of policies and procedures for consistent applications management
• Assist in developing and documenting IT business continuity and disaster recovery procedures
• Performs in-depth analysis of production problems, identifies root causes, and recommends solutions to resolve application malfunctions and prevent recurrence
• Assumes the role of Lead Support Analyst on major projects and strategic initiatives, interacting and collaborating with team members and other departments, as appropriate, in order to gain knowledge relevant to application support (such as understanding new functionalities, what parts of the system is being changed, and required environmental changes) to ensure successful implementation of the environment changes
• Writes and executes unit test cases and assists project teams with integration and user acceptance testing as required to ensure that the applications function per specifications
• Completes project deliverables (e.g., assists in the building of project check lists) in order to contribute to project implementations
• Participates in Disaster Recovery exercises, as a member of the technical recovery team or control centre and contribute to the success of the Disaster Recovery tests
• Possesses a university degree and 5+ years of technical/application or production support experience in the Canadian Equity space
• Previous experience working in or supporting a trading room environment, high degree of familiarity with various products (equities, options, futures etc.), trading systems, market regulations and market data applications
• Specific experience with or exposure to FIX protocol is considered a strong asset
• Exhibits solid knowledge of networks and databases
• Is comfortable working with UNIX/POSIX environments
• Completion of Canadian Securities Course (CSC) or actively is considered a strong asset
• Broad understanding of a significant segment of trading business processes, methodologies and industry standards
• Exhibits solid analytic ability for complex problem solving

L Lead Application Support Analyst Resume Examples & Samples

• Acting as Level 1 point of contact for the business supporting a number of business-critical services and applications
• Prioritizing and resolving day-to-day system events, alerts and known issues
• Responding to client requests including IVR (Interactive Voice Response) experience
• Involvement in a weekly/monthly patching activities and business-driven changes/enhancements
• Managing rosters and ensuring that the tasks of the team are performed diligently per expectations

Aiocapitalmarkets Application Support Analyst Resume Examples & Samples

• Proactively monitoring the system health and respond to alerts to provide high availability and performance of the application set including automation of healthchecks
• Problem, Change, Incident management and automation of application/system monitoring
• Offering consultancy and hands-on support for the transition of new services into the production environment
• Working closely with peers at other geographic centres around the world using a "follow the sun" model of application support
• Knowledge of processes around production support
• Flexible to work in EMEA shift and be part of the rota for overnight and weekend on-call support
• Certification in ITIL - Service Operate would be a huge benefit
• Provide proactive and reactive support to application and operational issues across both production and non-production environments
• Liaise with other support and development departments where necessary to ensure incidents are resolved quickly and efficiently
• Review and implement improvements to the support process
• Follow the release and change process
• Plan, execute and review maintenance tasks and deployments
• Experience of supporting Java applications
• Experience working within financial services
• Experience of working within an ITIL framework
• Experience working with market data
• Knowledge of enterprise backup infrastructure
• Provide daily support to end users in the front, middle and back office
• Analyze and propose improvements to business processes, system performance and data integrity; reduce manual processes and increase automation
• Provide hands-on application support for mission critical systems pertaining to
• Employee Assistance Program
• Health Advocacy Services
• Basic Life & Accidental Death & Dismemberment Insurance
• Voluntary Life & Accidental Death & Dismemberment Insurance
• Short Term Disability
• Group Long Term Disability
• Travel Accident
• Health Savings Account
• 401(k) (50% employer match up to IRS limit, 4 year vesting)

Application Support Analyst Japan Rates Resume Examples & Samples

• Athena xLOB agenda. Together with the rest Athena community in the region, define the support procedures for Athena that will be shared by different teams and LOB, reuse tools and build support tools where applicable
• Problem and incident management
• Incident review
• Support and monitoring of the STP feeds
• Oversight of the Athena batch
• Clear analytical thinking and excellent communication skills
• Self-starter & ability to work in a team or autonomously when required
• Object oriented programing
• Python, C++ and/or Java
• 4 yrs of work experience
• Degree Holder
• Application Monitoring and Event / Alert Management
• Incident Management (L2 support)
• Request Management (L2 support)
• Change Management (Prod Verification activities)
• Problem Management (Identification and Investigation)
• Risk Management (User Access Review/ Production Business Continuity tests)
• Automation of Manual work items
• Work in a rotating 24x7 shift roster to address business user requests, resolve support issues and monitor batch job processing
• Contribute to Problem record identification, investigation and resolution
• Contribute to Application maintenance activities
• Contribute to Business Continuity and Disaster Recovery exercises as part of Production Assurance and Technology Resilience
• Contribute to change management which include scoping, review and
• Preparation of change documents, implementation and post-change testing
• Contribute to maintenance of systems operational documentation and knowledge management processes
• Contribute in environment-related activities as part of change management through system configuration, environment patching and system maintenance
• Contribute to proactive activities through automation of manual work items and introducing enhancements in the Production environment
• Ensuring support processes are followed in alignment with broader IT operations teams/processes
• Strong understanding of databases (Oracle and MSSQL)
• Strong understanding of datawarehousing and ETL principles
• Strong understanding of Windows Servers
• Strong understanding of ITIL processes. Usage of tools to enforce and support these processes such as Remedy is a plus
• Experience with working on ETL platforms such as SSIS and Procedural language extensions such as PL-SQL and T-SQL is preferred
• Experience on PowerShell, Batch or UNIX scripting is preferred
• Hands on experience of working with Regulatory Reporting systems is or similar BI tools ( like SAS, OBIEE, BO) is advantageous
• Understanding of general ledgers, balance sheets and finance systems and/or regulatory rules will be big plus
• Effective communication, relationship and stakeholder management skills
• Willingness to accept responsibility and work as part of a team
• Strong client service focus and willingness to respond to queries and provide deliverables within prompt timeframes
• Flexibility to deal with changing priorities and multiple work streams
• Ability to prioritize tasks effectively
• Ability to raise and discuss any and all issues in a timely manner
• Ability to proactively identify challenges and opportunities for the team's overall improvement

Cognos Application Support Analyst Resume Examples & Samples

• Creating, enhancing and maintaining relational/DMR/OLAP metadata Framework Manager Models to support business requirements
• Define and follow Cognos development best practices
• Write and maintain technical specifications that describe program development, data modeling, coding, testing, changes and corrections
• Analyzes, troubleshoots and tunes product performance and fixes deployment issues
• Bachelor degree in computer science (or related field)
• Good understanding & knowledge of Database & Data warehouse concepts
• Must have recent experience in Cognos 10.x version
• Proven creative problem-solving abilities

Qlickview Application Support Analyst Resume Examples & Samples

• You will be responsible for providing L1/L2 Support. This will involve supporting the application (online and batch processes) and resolving customer issues and queries
• You'll use production support procedures to support Control Room functionality and contribute to support documentation
• You will identify and troubleshoot application code-related issues to provide superior feedback for approved user documentation
• You will perform research and development tasks where required with guidance and supervision
• Qlikview experience of 4-6 years
• Experience developing in QlikView version 11 and above
• Proficient in Qlikview Developer & Designer
• Understanding how QVDs work with QlikView to provide a scalable and reusable data layer
• Design and develop effective QlikView data models and front end applications using QlikView
• Extract, transform and load data from multiple data sources into the QlikView application
• User interface knowledge (tables/graphs/charts/expressions/tabs)
• Experience with Set analysis, Extension objects and Qlikmaps
• Tune data loads and QlikView application for efficient performance
• Experience with Business Intelligence tools, methodologies, responsibilities
• Experience writing SQL queries, executing and debugging them
• Fast learner with strong analytical and problem solving ability
• Follow implementation standards
• Ability to work alone and as part of a large team

Mainframe Application Support Analyst Resume Examples & Samples

• Work as part of the operate organization to deliver Production Management objectives
• Develop strong technical expertise in Mainframe technology and application support
• Proactively identify and communicate issues, leveraging standard alerting tools, and work to resolve issues liaising with 3rd party resolver teams as necessary
• Perform day-to-day production support to maximize system availability and correct operation, diagnose issues, and resolve for Mainframe applications
• Support deployment activities into production environment
• Participate in incident and crisis management events, supporting resolution activities and providing regular status updates to front-line support teams
• Experience between 4-7 years in Mainframe systems development or support
• Cobol/Natural – Basic to Moderate knowledge
• JCL – Moderate to Extensive knowledge
• CICS – Basic to Moderate knowledge
• Database/File Structure
• Basic understanding of any Mainframe database structure viz. DB2 or Adabas
• Job Scheduler: Control M /CA7 - Basic or Moderate
• Scripting (a plus): Rexx (optional)
• Know how of integrated systems with distributed platform acting as front end interlacing with Mainframe at back end
• Functional know how of Custody or Securities domain will be added advantage

CIB Application Support Analyst Resume Examples & Samples

• Previous customer service delivery of technical systems
• Good working knowledge of Unix , Oracle,
• Telephone Skills - polite mannerism/informative/helpful
• Teamwork and co-operation - Ability to gel and work in a team oriented environment

CIB Application Support Analyst Shared Services Resume Examples & Samples

• Good working knowledge of Unix , Oracle
• Communication Skills - ability to explain/understand relevant issues
• Customer Service Orientation - build positive working relationships with customers at all times providing realistic information and managing their expectations
• Provide applications support on a daily basis including, reviewing problems reported, prioritizing and researching these problems, determining the solutions and seeing them through to full resolution
• Documents processes and procedures required for support
• Learns new applications and functionalities as they arise
• Participates in special projects, such as the implementation of a new tool or application
• Minimum of three years of experience with developing and implementing applications, including
• Provide technical and functional support to all our end users from Front Office, Middle Office, Back Office, and the other departments such as Finance, Credit, etc
• For each issue, understand the impact, assess the priority and look for rapid solutions or workarounds
• Investigate the issues raised by researching for similar incidents, learning the data model and checking the data and service logs
• Take full ownership of issues raised and escalate where needed to other support teams or to the Level 2 support team
• Keep the user updated with the progress of his issue and follow up with Level 2 and with the development teams for defects
• Organize meetings with the users to follow up and achieve progress on the issues they are facing
• Serve our Geneva based end-users and support remote locations in EMEA
• Provide feedback to development on application requirements helping to prioritize fixes and liaising with end-users for acceptance after researching and diagnosing bugs
• Knowledge of Banking products and interest in the finance world
• Communication skills, customer orientation
• Highly disciplined and process oriented - attention to detail, high level of accuracy
• Outstanding ownership and dedication to the role required
• Analytical skills and validation skills
• Perfect command of English, knowledge of other languages used in our EMEA offices highly appreciated
• Diplomacy skills, team player and leadership skills
• Systems knowledge : Unix user level and a good SQL expertise
• CFA or other Financial accreditation is highly appreciated
• Exposure to following is an asset: SWIFT Alliance, Content Management, Business Object, Murex
• Awareness and exposure to change management methodologies and best practices
• Continued dedication to providing best of class service at all times
• Code deployments to production, pre-production systems
• Manage upgrades of Apache and Tomcat servers and all 3rd party software
• Follow appropriate change management procedures to manage and document changes to production systems
• Participate in UAT testing and production release sign-off for JPMM and other LOB apps
• Analyze the potential cross-LOB impact of data processes and projects
• Liaise with global support team
• Weekend and out of hours work is required
• Industry Understanding - previous experience of Investment Banking industry preferable
• Initiative - ability to think proactively
• Proficient at Unix and Unix Shell Scripting
• Good at TWS and Control M
• Knowledge of Peregrine Service Center, Sharepoint and Wily would be an added advantage
• ITIL Knowledge / Certification will be preferred

Senior Production Application Support Analyst Resume Examples & Samples

• Z/OS utilities/file structure (VSAM)
• IMS/DB2 utilities
• INFOMAN, ServiceNow
• FTPS/Feedhub, MQ

Entry Level IT Application Support Analyst Resume Examples & Samples

• Provide application support for the GVDS Global Track & Trace (GT&T) solution in the US. Support the GVDS Follow the Sun support model for other regions, mainly in Asia Pacific (Thailand, China, Australia). The language used will be English. Ability to work in a light shift model, late shift ends 9 pm
• Ability and willingness to engage in a global team rota for on-call support during week days
• Supports application and service management in line with ITIL/ IT Service Management (ITSM) processes: Incident, problem, event, access management and request fulfillment, change, capacity, availability, service continuity management, and development of related metrics, e.g. Critical Success Factors (CSF)/ Key Performance Indicators (KPI)
• Ensures security management activities are instituted, e.g. Sarbanes-Oxley (SOX) evidence gathering, System Control Review Program (SCRP), Application Control Review (ACR), application access reviews (AAR), annual risk assessment, review of adherence to data protection and global information standards, and audit support and follow-up
• Drive continuous reviews of portfolio stability and of the application life cycle, e.g. technology renewal, business continuity, disaster recovery planning/ testing, security & controls and criticality related assessments
• Ensures utilization of appropriate Ford processes and tools, e.g. ITSM, system development methodologies (SDM, AGILE), support transition/ Support Engagement Framework (SEF), HTEAM, SiteScope, etc. Has the willingnes to get engaged with tools of cooperating organizations, e.g. Application Development/ AGILE tools
• Communicates effectively with business partners and IT teams to support day-to-day operations (e.g. resolving incidents, gathering SOX evidence, performing disaster recovery)
• Leads project(s) within an application portfolio to improve overall operations performance (e.g. 8-D, 6-Sigma), special projects, or management initiatives
• Supports the portfolio teams knowledge management and documentation structure and maintains corresponding repositories
• Knowledge of ITIL Service/ Processes and ISO 27001 information security standard
• Technical knowledge of UNIX/Linux, SQL Server Database
• Ability to work independently as well as in a global team (Europe, NA, AP, South Africa etc.)
• Ability to communicate with different management levels as well as with business management and internal and external partners
• Service oriented, covering service levels in co-operation with part time resources
• Cultural awareness and capability to work in a global team
• Technologies or other equivalent qualification and work experience of more than 2 years
• CCT Corporate Compliance Technology
• CFT Corporate Functions Technology
• CST Control Systems Technology
• EAA Enterprise Access Administration
• GIAM Global Identity & Access Management
• HRT Human Resources Technology
• TOC Tech Ops and Controls
• Work as part of the L1 team to deliver against core business objectives and the target operating model
• Reporting directly to the regional L1 Manager, provide day-to-day application support within the production environment to a standard that meets or exceeds Operational Level Agreements
• Assist with the transition of production application support tasks from other towers into the L1 Team in order to realise increased service optimisation through economies of scale
• Assist with the on-boarding of new application production application support tasks from our AD partners into to the L1 Team in order to realise increased service optimisation through economies of scale
• Continually analyse service metrics to identify production resiliency improvement opportunities and present findings to technology stakeholders to discuss, agree and implement solutions
• Fully participate in the support rota to ensure adequate business support coverage
• Initially the global team will provide 24x5 on-site support
• In the short term the global team will move to provide 24x7 on-site 365 days per year
• Must be able to multi-task in a complex production environment and quickly acquire broad knowledge of CTR tools, platforms and working practices
• Solid investigation and analysis skills in order to recommend value-add solutions in problem focus areas
• Technology degree education level or 2+ years practical work experience in a time-critical, technical support environment, ideally with a financial institution
• Must have 5+ years of experience in Finance and application support
• Experience administrating systems
• Project management experience implementing or upgrading software, systems or services
• Advanced Microsoft skills in Excel and Outlook
• Good communication and business skills
• Familiarity with any of the following Finance Applications a plus: Workday, RevPort, Concur, Axioma, or Anaplan
• Experience with SQL or similar a plus. If no experience, then an ability/interest in learning basic SQL skills
• Delivering high quality service to Global Wealth Management front office, middle office, operations and technology employees
• Providing support on the key applications: Client OnBoarding and Workstation
• Using your knowledge and exemplary customer service skills to resolve phone and email inquiries regarding creating clients, KYC completeness, account opening, data quality issues, application usage/errors, workflow questions, and other miscellaneous items
• Documenting all inquiries, troubleshooting steps and resolutions in HP Service Manager
• Ensuring the accurate and timely escalation and resolution of all inquiries
• Participating in User Acceptance Testing (UAT) phases for defect fixes, enhancements, and other strategic initiatives. (Will require weekend work.)
• Working with the business, technology, and operations to manage competing priorities
• Creating/updating knowledge documents and reviewing with team during formal knowledge sharing sessions
• Ad-hoc management reporting as required
• Private Bank, Private Wealth Management or Chase Private Client experience preferred
• Undergraduate degree preferred; concentration in Finance or Business Management a plus
• 2 - 3 years of financial industry experience
• Experience with client onboarding, KYC, account opening, trusts & estates
• Using/supporting the Client Onboarding and Workstation applications a plus
• Investment products, Brokerage or Securities industry experience a plus
• Technology call center experience a plus
• Intermediate-to-advanced knowledge of Word, Excel, PowerPoint and web-based technologies
• Ability to communicate with all levels within the Firm
• Exemplary customer service, organizational and disciplined time management skills that render positive results
• Highly disciplined, self-starter with the ability to multi-task and juggle competing priorities with an extreme level of detail, accuracy, confidentiality, diplomacy, and initiative
• Customer focused and service oriented, with a proactive customer approach
• Demonstrated ability to establish and maintain effective customer and peer relationships
• Detail oriented with superior written, verbal, and problem solving skills
• Ability to work effectively as a member of a team, demonstrate a responsible work ethic, high level of professionalism and sound judgment
• Ability to apply business knowledge to new situations
• Strong capacity for operating under pressure in a flexible, dynamic environment where creative and strategic thinking is required
• Must be willing and able to work weekends as required
• Must be willing and able to work flexible shifts
• Providing support for global application environments
• Provide analysis of business requirements and the selection/implementation of new technical solutions
• Maintain a pro-active approach to ensuring the reliability and availability of systems
• Provide advice on tools, best practice techniques and methodologies
• Develop application specifications in conjunction with internal customers to solve business problems and enhance functional performance
• 5 years' experience in application implementation and support in a complex ICT environment
• Troubleshooting & problem resolution skills
• SQL or other relational database experience
• ITIL certification is a bonus
• 2nd level support of F&O trading platform. Resolve all issues/problems reported in a timely fashion. Follow up and keep users updated about the progress of the problems/issues reported
• Regional SME lead for Cross Asset Client Connectivity & F&O
• Monitoring the health status of the trading systems
• Proactively support knowledge sharing within the Application Service Delivery team
• 5 + years experience in Technology in the Financial Markets Industry, supporting a trading environment
• Knowledge of Futures & Options trading a strong advantage
• Experience with direct client interaction
• Mid size project management experience
• Experience with Web Technologies such as Websphere or Apache
• Communication Skills - Ability to communicate at all levels within business and technology
• Communication Skills - Excellent written communication to be able to clearly and concisely articulate issues and risks, and to clearly document technical solutions
• Teamwork and cooperation - Ability to gel and work in a team oriented environment
• Enthusiastic, Self driven individual who is always looking for improvements
• Experience of working in front office support environment at a financial institution
• Experience dealing with local markets, rule and regulations
• Knowledge of equity products and business processes
• Sybase / SQL
• 3 – 6 year of IT systems/application support/development experience
• Practical and applied skills working with a UNIX Operating system along with troubleshooting
• Experience perform metrics reporting for senior management
• Experience perform production readiness procedures
• IT/Computer Science degree or equivalent work experience
• Experience with Java desired
• Strong communication skills a plus
• Masters in Computer Science is a plus

Rates Application Support Analyst Resume Examples & Samples

• First line of contact for all Rates tools for the users in AP
• Trend analysis
• Helping to drive continuous improvement within the team as it relates to incident, problem and change management excellence. Understanding the impact of change in a complex technical environment
• Plan and implementation the business expansion: add new curves, new products, etc
• There will be some projects work normally related to doing support improvements, and it will involve coding in Athena/Python
• Participate in technical global forums
• Frequent communications with global teams to stay on top of application issues and changes
• Proactive, delivery focused approach to work
• Ability to work on own initiative
• Ability to handle & coordinate production incidents
• Experience of working to quickly understand and clarify requirements
• Experience of working to deadlines in a high pressure & constantly changing environment
• 4 years of work experience
• University degree
• Bachelors Degree in Computer Science or similar experience
• Unix - Solaris - working knowledge of Solaris and basic administration skills
• Database - Oracle/Sybase - Good understanding of the infrastructure and basic tuning/troubleshooting skills
• SQL - Strong use of SQL is a must, Data and database investigation is frequently required
• Business Object experience would be a plus

Client Application Support Analyst Resume Examples & Samples

• Establish close relationships and good communications channels with customers to ensure a good information flow
• Provide the initial point of contact for DMA customers. This involves taking calls and emails from customers covering a wide variety of software issues and queries. This is the key activity for this post and first line analysts have very close working relationships with our customers
• To be the initial point of escalation for serious issues whether caused by software, hardware or exchange issues. When there is a serious trading issue it is essential that the Client Services Manager, the customer and often the exchange work closely and efficiently together to provide a rapid and effective fix. Keeping the customer updated whilst serious issues are being investigated is a very important aspect of first line support
• To become an expert in the Macquarie trading front ends and be able to troubleshoot issues
• Managing expectations of internal Account Managers (AM) as well as coordinating information flow to and from customers via the AMs
• Converting external customer requests into internal technical queries
• Liaising with internal Macquarie Bank Global Client Services teams to ensure timely and accurate flow of information to the customer
• Provide pre-sales technical information to new customers, forming a detailed analysis of how the vendor system would sit within the customers' infrastructure and back office systems
• Assistance and support to existing customer accounts to help them grow their end user customer base
• Ability to travel when necessary
• Conducting sales presentations and product demonstrations to prospective customers in these sectors
• Become an authority on MBL trading application suite and providing trader advice and training when required
• Provide the day-to-day contact point for customers relating to Trader Support matters (account management)
• Fluency in Mandarin (Business Mandarin a preference)
• Knowledge of Electronic Derivatives trading Systems such as: Patsystems, TT, CQG, Trade Book preferred
• Knowledge of Asia Pacific Listed Derivatives
• VBA Excel Skills
• Ability to work under pressure and react in a fast moving and challenging industry
• Able to communicate well, and share information
• Someone who inspires confidence and trust through professionalism
• Works well in a team
• Ability to prioritise and identify/address key issues
• A "can do" attitude to problem solving
• Lateral thinker, able to visualise solutions to customer needs
• Ability to digest large quantities of information and formulate appropriate action plan

L Application Support Analyst Resume Examples & Samples

• Act as point of contact for the business supporting a number of business-critical services and applications
• Prioritize and manage tasks and resolve day-to-day application issues and client requests
• Participate in 24x7 support coverage to cover any shift (ie day, mid, night) as required
• Participate in application change and deployment activities
• Prepare regular operational reports and do in-depth service analysis and follow-up

Application Support Analyst TW Resume Examples & Samples

• Application Support of the front office investment and trading platforms, including interfacing with portfolio managers and traders daily
• Escalation support for the members of the team located in other regions including evenings and weekends on a rotational basis
• Ownership and participation in the Incident and problem management processes, being accountable for resolution, root cause analysis and technology and business reporting and communication
• Relationship management internally with the investment teams, trading desks, operations teams, legal, audit, risk and compliance teams
• Interface with external vendors and their technical support and development organizations ensuring focus to resolution of issues and strategic enhancements
• Proactively identify improvements and address them through independent thinking within a consensus driven team
• Front Office product knowledge
• Supporting Operational Risk managers in terms of problem solving and application support
• Application testing: releasing support for the business and IT, including: coordination, test cases creation and tests execution
• Making mass data enrichments and data uploads into the system
• Application access management (coordinating and implementing users access to Operational Risk applications)
• Leading small processes and improvement projects independently
• Responsible for the implementation of AIM Code Releases/Updates
• Liaise with other groups and other internal infrastructure teams to deliver solutions and troubleshoot problems for customers
• Receive escalations from Level 1 and providing solutions or escalation to Development teams
• Provide timely troubleshooting on products supported and manage incidents following the corporate incident management standard
• Develop and utilize core tools and processes to perform daily function whilst improving day to day practices
• Provide 24x7 on-call support on a rotational basis
• Perform day-to-day production support of the infrastructure to maximize system availability and correct operation, diagnose issues, with full ownership of problems to resolution
• Support application release deployment activities
• Maintain documentation against best practice policies to ensure knowledge retention and continuous learning within team with a view to developing operate knowledge and skills by sharing experiences and attending relevant training
• Remediate risks on supported products and support risk related events like audit and BCP
• Working experience on Linux and Windows system administration
• Provide hands-on production support for Collateral and Margin Systems
• Maintain Business Process Indicator of 99.99% or higher. This includes monitoring and responding to alerts, managing, tracking, and resolving incidents within the expected MTTR (Mean Time To Recover)
• Performing Root Cause Analysis (RCA)s for production incidents and preventing reoccurrences
• Performing application releases in production
• Partner closely with Application Development, Quality Assurance, and line of business partners
• Participate in on-call rotation for application support, including weekends
• Drive continuous improvement of services and processes in order to increase platform stability and improved operational efficiencies
• Produce production scorecards to management
• Document, participate, and report on Disaster Recovery/Sustained Resiliency events
• Manage Application and Infrastructure Key Performance Indicators
• Strong verbal and written communication. Ability to clearly articulate complex issues/topics
• Customer Service Oriented - build positive working relationships with clients at all times, providing clear information while managing their expectations
• Ability to thrive in high pressure situations while continuing to be delivery focused
• Must be a self motivated individual. The candidate must posses the ability to self direct without continuous oversight from a manager
• Ability to interface across managerial lines
• Strong working knowledge of Unix/Linux
• Ability to read/interpret programming/scripting language. (Shell, Java, sql)
• Strong working knowledge of Oracle and SQL
• Unix SA background
• DBA experience
• Application Developer experience
• ITIL Incident, Problem & Change disciplines
• Autosys or Control-M scheduling tools
• Knowledge of Collateral Management would be beneficial but not required
• ITIL Certification is beneficial but not required
• Providing application support for trading, investment operations and risk budgeting systems
• Troubleshooting issues across multiple systems and databases
• Provide 1st & 2nd line support for production issues from initial contact through to resolution
• Management of production incidents and resolution of these incidents independently or ensuring the appropriate support is provided by alternative in house teams
• Participation in the future development of the company technical infrastructure
• Ideally 4+ years' experience in an internal customer-facing role within the investment management industry together with knowledge of enterprise applications and the workflow between front, middle and back office applications
• Knowledge of trading & risk platforms would be an advantageous
• Knowledge of end to end trade flows
• Excellent SQL & Excel skills
• Eagle Pace or Aladdin knowledge would be an advantage also
• Exposure to banking or financial institution applications is an added advantage on this role
• Familiarity with an IDM or Similar imaging software
• Familiarity with either Sybase, Oracle and SQL Server databases - SQL, Stored Procedures
• Familiarity with Remedy or similar IT Service Management software
• Familiarity with Windows based and Unix based operating systems
• ITIL foundation certification will be an added advantage on this role
• Experience with working with/knowledge in Business Process Management solutions such as Pega BPM or similar Business Process Management/Workflow solution
• Primary point of contact for provision of application support to our branches globally
• Timely response and root cause analysis of all problems raised to our ticket queue with follow-through to resolution
• Full ownership of support tickets and effective communication with our internal clients and with technology partners on a regional or global basis
• Provide transparent reporting to Management and Business and Technology partners as required
• Management of low end technical projects as assigned
• This role entails participation in an on-call rota
• Application support troubleshooting experience
• Application integration troubleshooting experience
• Practical experience of an application management environment
• Banking or financial services experience or other large corporate environment
• Basic understanding of distributed systems architectures and integration patterns
• Transact SQL
• ETL or middleware tools
• System administration and integration skills
• Implement monitoring of the production environment and take corrective actions as required
• Track incidents by using a global call logging system (Service Center), and ensure these incidents are resolved in a timely fashion. Perform trending on ticket volumes to identify areas for improvement
• Contribute to automation of common support functions to improve resiliency of the production environments and efficiency of the Production Support teams
• Coordinate production platform upgrades with the Development and Infrastructure teams
• Work with the Application development teams to deploy software releases in the Production and DR environments
• Maintain disaster recovery environments and perform annual DR exercises
• Maintain knowledge base of known defects and issues, process and techniques, etc
• Analyze infrastructure and application trends in effort to manage capacity demands
• Review controls for audit compliance and correct gaps
• 3-5 years of hand on experience in MSSQL, Sybase, Oracle, .Net, Java, SharePoint, AIX, Unix, Linux, Windows, Citrix, Web Logic, MQ Messaging
• At-least 3 to 5+ years of experience with JAVA/Apache Tomcat and other web services required
• Experience as Data stage Developer/Support ETL processes that read from and writes to different databases
• Experience in Data stage version 8. 5 or above
• Experience in using SFTP, FTP, NDM processes and writing shell scripts
• Experience with Autosys scheduling tool
• Strong data modeling and SQL programming
• 3-5 years of experience providing application support
• Experience with Geneos and other monitoring tools
• Strong trouble shooting skills required, both with vendor and "home grown" applications
• Results oriented and highly flexible, Must have ability to multi task effectively, Must possess the ability to quickly adapt to new systems and processes, Willing to cross-train and ability to learn quickly
• Excellent communications and interpersonal skills
• Minimum of three + years in a production support management role within Financial Services Industry. Familiarity with financial instruments and portfolio management is desirable. The candidate will be expected to gain new financial business related knowledge as needed
• Support the warehouse supervisors with additional information from the database
• Participating in defining future processes and translating into functional requirements
• Categorize issues and escalate where necessary to the appropriate next level
• Provide solutions for equipment failures like RF scanners, printers
• Prepare system and performance tests
• Monitor installation of software delivery notes and test bug fixes
• Support on interface testing and troubleshooting between SAP - WMS and MHE systems
• Knowledge of relational database systems (Oracle preferred)
• Able to extract database information and solve business requirements and system issues
• Manhattan WMOS, Labor Management and Supply Chain Intelligence (or any other reporting in Cognos environment) experiences are a plus
• Experiences in WebSphere Application Server, RF technology, Customs Service applications, automation systems and in Retail Industry are a plus
• Strong analytical, critical thinking and problem solving skills
• Ability to work individually or in a team environment
• Bachelor's degree in Computer Sciences, Industrial Engineering, supply chain/logistics, or related field
• At least 3 years’ experience in an IT support role
• Fluency in English and German (another European language is a plus)

CRM Application Support Analyst Resume Examples & Samples

• Gather and analyze information in order to improve business systems and processes
• Assist development team with troubleshooting issues and liaising with internal clients on incidents and service requests
• Review and agree requirements and designs with relevant business owners
• Assist and/or coordinate user testing, ensuring issues are resolved in a pragmatic and appropriate manner
• Work as part of a project team, reporting progress and escalating issues to project management in a timely manner to ensure successful completion of projects / reviews
• Adhere to standards set by the Invesco project methodology
• 0-2 years of experience in IT Software development, support, or business analysis roles
• Experience working with Agile/scrum software development framework is a plus
• Exposure to Big Data/Hadoop/HBase technologies and tools
• Ability to manage multiple tasks and requests and ability to deliver quality results
• College or University degree in Finance, Computer Science or related disciplines (i.e. Business Administration - Information Systems or Information Technology Management)
• Solid written and verbal communication skills. Ability to clearly articulate a concise, focused and audience-targeted message (communication efficiency) an absolute must
• Mature judgment, analytical aptitude required
• Solid grasp of requirements management process, practices and standards
• Previous experience in a similar role an asset
• Demonstrated sense of ownership, personal responsibility and organization
• Manage and approve access requests on various platforms and systems; ensuring access is in accordance with the Logical Access Control policy, established standards and procedures
• Analyze requests for potential risk before action. Appropriately document and highlight any potential risk concerns identified, escalating to management as appropriate
• Escalating, rejecting and querying requests where necessary
• Review and maintain process/procedural documentation
• Manage any adhoc compliance and security-related projects as required by management
• Provide periodic regulatory & compliance reporting
• Define & execute recertification processes
• Bachelor’s Degree in Risk Management, Operations or similar discipline preferred
• Minimum 3 - 5 years of experience in application security, global operations and/or technology risk management
• Familiarity with IT risk management framework preferred
• Industry recognized certifications (CISA, CISM, CRISC) preferred
• Provide Level 2/ level 3 application support - specific focus on imaging and workflowapplications
• Work closely with the business stakeholders and deliver prompt responses to issues raised by Clients
• Support off business hours coverage (including weekends), where required to help out with the change deployments
• Unix shell/ batch scripting /SQL Scripting, ideally with Oracle/SQL Server
• Jboss skills
• Experienced in writing technical and function documentation
• The ability to operate independently, to be proactive, and able to interact and chase issues through multiple areas to ensure the right outcome
• Experience working with an IDM or Similar imaging software
• Experience with working with/knowledge in Business Process Management (workflow) solutions such as Pega BPM or similar Business Process Management/Workflow solution
• Ensure Server &/or Application availability
• Support users in Application usage
• Assess the health and current status of the applications and either resolve the issues or manage their escalation to 3rdline support until the issue is resolved
• Assist in the management and support of all Front office applications
• Receive and log incidents for support and change from relevant stakeholders
• Ensure adherence to the SLA's for Incident and request for service resolution
• Investigate any data quality related issues
• Ensure root cause, contributing factor and counter measures are identified and raised to the relevant stakeholders
• Analyze Incidents for performance improvement opportunities
• Identify opportunities for automation and implement standard processes
• Ensure documentation as per agreed standards
• Liaise with systems development staff with respect to system enhancements and system issues

Level Application Support Analyst Resume Examples & Samples

• Our Customer Support Call Center is staffed from Mon. – Fri. 5:00am – 7:00pm, so shift schedules rotate on a quarterly basis and you must be available to work within this shift schedule as assigned
• Resolve questions/concerns from multiple customer sites. Escalate calls to appropriate source for further assistance when required
• Inputting and tracking of incoming calls to HD using HEAT and Service Now Software
• Write and update Knowledge Base articles
• Take ownership of user concerns to see them through to completion
• Work closely with Development and Quality Assurance Departments on implementation of new software releases and service packs, to insure timely and accurate site upgrades. May require some testing and technical writing
• Guide Customer Support Analysts to finding answers to user error, training issues and software bugs
• Responsible for creating, reviewing and the submission of knowledge base articles, FAQ’s, and knowledge articles for publishing for internal and external use. This also includes the review and approval of knowledge base article submissions from First and Second Level Support
• Actively participate in an assigned Subject Matter Expert Team and insure that entire team is fulfilling Subject Matter Expert duties
• Should be proficient in all of the below listed areas
• Working knowledge of, or the ability to quickly learn our proprietary suite of software products and their business application
• Support of Service Integration Platforms, Server Management, Event Log Analyzing, Reset Services and Application Pools
• Comprehensive understanding of corporate software platforms and packages, integrations with other systems
• An understanding of the internal functional group business and escalation processes as well as daily work needs of our customers: internal, external and corporate
• Intermediate to advanced knowledge of best practices in technical support policies and procedures, with a full understanding of in-house escalation procedures
• Ability to travel up to 25% (approximately one week a month) annually to customer sites providing support as needed

Peoplesoft Application Support Analyst Resume Examples & Samples

• Primary responsibility will be to provide production support for PeopleSoft HR , CMT (Case Management Tool)
• Support will involve the maintenance, troubleshooting and development of application modules and interfaces
• Designs, develops and tests assigned in-scope modifications, interfaces, reports and etc… based on functional requirements
• Work closely with the team and external parties in order to debug and resolve any production issue between PeopleSoft HR and/or CMT and external systems
• Assists with operational process improvements and ensures process documentation is updated
• Providing PeopleSoft infrastructure and environment support
• Monitors daily interfaces to ensure files post successfully and troubleshoots and corrects errors as appropriate
• Providing overnight batch processing on-call support
• Good functional understanding of PeopleSoft HRMS v9.1 (or above) and Global Payroll
• Minimum of 4 years continuous, recent experience with technical analysis, design and build, using PeopleTools 8.4+, of custom
• Reports (SQR, Crystal, PS Query)
• On line modifications (pages, fields, etc)
• Execution of Unit Testing and System Integration Testing
• Support of User Acceptance Testing
• Proven experience with the following tools
• Application Designer, PeopleCode, Workflow, Application Engine, Component Interface, File Layouts, SQR, Query, Application Messaging, Application Packaging, Change Assistant, XML Publisher
• Use of PVCS tracker to manage code releases
• Experiences with supporting the PeopleSoft Internet Architecture – Weblogic, Tuxedo, etc
• Environment Set-up and maintenance
• This specific role in the Derivatives Controls space will be responsible for the day-to-day management of end-to-end system controls which will help ensure that all Derivatives trades and subsequent business events performed against those trades are accurately reflected in down-stream data repositories – primarily in the strategic Cross-Asset Operations Data Store
• Key Responsibilities and Typical Duties will include the following
• Capable of defining & evolving a process, not just executing an existing one
• Flexible to attend APAC rotational shift and weekend release tasks
• Unix/Linux Intermediate 1-3 years
• SQL Intermediate 1-3 years
• Sybase/Oracle Intermediate 1-3 years
• Apache Web Server Beginner 1-3 years
• Informatica/Cognos Intermediate 1-3 years
• Monitoring tools

Big Data Application Support Analyst Resume Examples & Samples

• Ensure that all JPMIS applications are available and supported in line with defined system service level agreements
• Building tools to enhance the support function
• 1 - 3 years of work related experience in the IT field or an equivalent combination of education and work experience
• 1+ years experience with Java EE
• 1+ years experience with Informatica or similar ETL tools
• Good understanding of application development cycle and agile methodology
• Excellent interpersonal skills are absolutely critical to this role

Trading Application Support Analyst Resume Examples & Samples

• Development, maintenance and production support of client's existing trading & operational systems
• Building custom front-end reporting tools while integrating with existing back-end systems
• Participating in the analysis and recommendation of deploying third-party solutions (build vs. buy)
• Reviewing existing computer programs and recommending refinements, improvements, and enhancements to ensure most efficient methods are employed
• 2+ years of Systems Analysis experience
• Bachelor's Degree in Computer Science, or equivalent field
• Understanding of financial services business knowledge including asset classes, instruments, workflows and products
• Expert Microsoft SQL server with knowledge of Stored procedures, sophisticated query design, database structure design & SQL Server Reporting Services
• Understanding of Java, .NET, and VB Script
• IT experience within a Mutual Fund, Hedge Fund or Asset Management industry
• Experience with the following software packages, including: Order Management (Eze), Portfolio Accounting (Advents Axys) and, Market Data Applications (Factset and Bloomberg)
• Previous experience working in or supporting a trading room environment, high degree of familiarity with various financial products (equities, options, futures etc.), trading systems, market regulations and market data applications
• Specific experience with or exposure to FIX protocol
• Specific experience with or exposure to the ORC trading platform considered a plus
• Is very comfortable working with UNIX/POSIX/Linux environments. Systems administration experience considered a plus
• Has successfully completed the Canadian Securities Course (CSC) or is actively pursuing that goal
• Respond to customer requests via emails, ticket system requests, telephone calls and in person
• Provides trainings to end-users
• Works a queue of tickets (incidents, problems, requests) and provides resolutions within defined SLA’s
• Provides status updates and manages customer expectations
• Document, dispatch and escalate requests to 2nd level support
• Follow up with customers to ensure satisfaction
• Contributes to the creation and maintenance of end-user documentation
• Test fixes to ensure problem has been adequately resolved when possible
• Carry out all other related tasks
• Internship in IT or experience an IT Support Analyst
• Exposure to multinational working environment is an asset
• Proactive and autonomous
• Ability to work in a support team and as well as perform on an individual basis when required
• Ability to work under stress
• Ability to create documentation
• Knowledge sharing between team members
• Ability to communicate effectively with all levels of management
• Honesty, integrity and confidentiality must be maintained at all times
• Fully Bilingual (French/English) – Mandatory
• Knowledge of the Office Suite applications (Outlook, Excel, Word, PowerPoint)
• Monitor infrastructure, servers, databases, distributed batch jobs
• Troubleshoot technical issues (Main Frame, Java/J2EE) or escalate and work with appropriate technology teams to provide solutions
• Minimum 5 - 7 years of relevant Information Technology experience
• Proven experience in incident/problem management or call center experience
• Solid technical skills (knowledge of client server technology, networking basics, database technology etc.)
• Solid understanding of the major functionality bundled into a release, both from a technology and business point of view
• Technical knowledge including: COBOL, JCL, XML, XSD, and Oracle, Server - Wintel, Web logic, WebSphere, UNIX
• Ability to be proactive with a strong bias for action, naturally inquisitive, and bias for continuous improvement of practices / process
• Bachelor's degree from an accredited college/university and/or minimum of 5 years of experience with Unix/Sybase/Sql based applications
• 8+ years of relevant technical experience required
• Work as part of the operate organization to deliver Equities business objectives
• Build out strong relationships with resolver teams, application development teams, and core infrastructure services
• Develop strong technical expertise in Equities technology and applications
• Build an understanding of the end to end transaction flows of applications supporting the Equities business flows
• Proactively identify and communicate issues leveraging standard monitoring and alerting tools, and work to resolve issues liaising with 3rd party resolver teams as necessary
• Perform day-to-day production support to maximize system availability and correct operation, diagnose issues, and resolve for Equities applications
• Maintain documentation on issue corrective actions in-line with best practice to ensure knowledge accessibility and continuous learning within team
• Perform monitoring and alerting for Equities applications and supporting infrastructure
• Look to improve monitoring and alerting capability by tailoring trigger events to ensure maximum efficiency
• Conduct regular peer reviews with development teams to review production incidents/crisis events and define/track remediation actions to close
• Participate in permit to operate reviews on Equities aligned applications to ensure application releases meet support criteria before being deployed into the production environment
• Look to proactively develop operate knowledge and skills by sharing experiences and attending relevant training
• Proactively improve support services by building upon best practice and tools
• Participate in occasional out of hours support and testing around key deployments and business continuity exercises
• Must be able to work extra hours as needed
• Participate in support Rota to ensure adequate business support coverage 7:00am- 4:00pm
• Work a queue of tickets (incidents, problems, requests) and provides resolutions within internally defined SLAs, with a focus on long-term solutions, on HR and Production applications
• Provide status updates and manage customer expectations throughout the lifecycle of the incident/problem/request/change
• Collaborate closely with level 1 Front Desk analysts to identify, document and transfer recurrent ticket categories
• Collaborate closely with the level 3 technical support analysts and the project teams, in order to identify the best solution for the identified system errors/developments
• Provides trainings for the key and end-users
• Effectively use support processes and tools (i.e.: self service interface, ticketing tool, internal knowledge base etc.)
• At least 2 years’ work experience within an IT Support department
• Customer service experience
• Ability to work in a support team as well to perform on an individual basis when required
• Ability to work in a multicultural environment
• Adaptability and flexibility
• MS-SQL database knowledge (medium level)
• Fluency in written/spoken English and French
• Prioritising and resolving day-to-day systems issues and client requests including IVR (Interactive Voice Response) experience
• Involvement in a weekly/monthly patching activities and business-driven enhancements
• Responding to user requests, and ensuring systems are adequately monitored and administered, and that issues are actioned in a timely manner
• Ensuring that incident, problem, and change management processes and procedures are followed and adhered to
• Reviewing and improving operational processes, procedures, and documentation associated with the operation of these systems
• Unix Shell Scripting/ SQL database; background in Development is a plus
• Demonstrated strong analytical and problem solving skills to deal with issues encountered across multiple applications within a complex environment
• Demonstrated ability to coordinate effectively with different teams across multiple locations
• Demonstrated accountability to be responsive and proactive to requests and issues raised by Clients
• Possess excellent communication skills, both oral and written
• Strong time management skills to work on multiple tasks
• Strive for customer service excellence
• Shift: Regular shift; willing to do 24x7 and on call support
• Proven competency in at least two of these Digital technologies
• Prioritizing and resolving day-to-day system issues and client requests
• Involvement in application deployment activities
• Assisting with process improvements, system integration and BCP efforts

Open Systems Application Support Analyst Resume Examples & Samples

• Bachelor's degree in Computer Science, Electrical Engineering, Information Systems or other technical discipline preferred. Or, equivalent work experience in Open Systems Support
• 1-3 years of SQL Server, stored procedures, database design preferred
• 1-3 years of Java, JavaScript and Eclipse toolsets preferred
• 3-6 years of experience with C#, ASP.NET 4.0 and the .Net framework (versions 4.0 and above) preferred
• 3-6 years of experience with AJAX, WPF, WF, WebAPI and the MVC/MVVM design pattern preferred
• 3-6 years of experience with Cascading Style Sheets (CSS) and responsive web UI preferred
• 3-6 years of experience in defining remote communication methodologies such as web services, WCF, MQ, and Rest preferred
• 3-6 years of experience using Team Foundation Server (TFS)
• 1-3 years Automated and continuous integration builds preferred
• 1-3 years of experience in PowerShell preferred
• General experience with Fortify code security scanning tool preferred
• Collaborative, team oriented style
• Displays ability to learn quickly
• Displays leadership and mentoring skills
• Ability to work independently exhibiting strong multitasking and time management skills
• Good communication (oral & written) skills including the ability to translate technical issues/concepts into ways for non-technical staff to understand
• Technology Infrastructure Architecture and Engineering
• End User Technology
• Lead efforts to investigate and remediate Investor Tool, Trust and Advisory platform, Client Coverage, CRM day to day issues
• College degree, specialized training or equivalent work experience
• Minimum of 3 years experience in an applications support, operations, or applications development role
• Strong skills in problem solving and issue resolution
• Ability to quickly learn new technologies and tools
• Understanding of the software development lifecycle, languages, and methodologies is a plus
• Experience working in a multi-vendor environment with high levels of vendor interaction preferred
• Experience within UNIX/AIX applications preferred
• Knowledge of Windows operating system required
• Experience with Teller technologies(ARGO) preferred

TPE Application Support Analyst Resume Examples & Samples

• Trade Booking / Amendments / Cancellations / Allocations
• Position Management
• Lifecycle Events / Credit Events / Corporate Actions
• Trade Control (accuracy, completeness and timeliness)
• Trade Store / Trade Distribution / Connectivity & STP
• Clearing & Regulatory Reporting
• Management accountability for one or more TPE services
• Responsible for providing Subject Matter Expertise across a wide portfolio of TPE services
• Manage the lifecycle of all incidents to return the IT service to users as quickly as possible
• Manage the lifecycle of all problems to prevent incidents from re-occurring
• Fulfill TPE service requests from our partners across Technology and Business
• Monitor and control the TPE services and their underlying infrastructure to prevent incidents occurring
• Deliver technical change to the business through small change, user on-boarding, testing and monitoring
• Manage all Service Transition activities including change, release, configuration and on-boarding
• Manage all Service Design activities including service continuity, capacity planning, and access controls
• Manage all Continuous Service Improvement activities including development training, product lifecycle management, service reviews and process reviews
• Ensure that all duties are carried out in full compliance with Barclays Regulatory Requirements, Barclays Operational Risk Framework and Barclays internal Policies and Standards
• Contribute to the Barclays Citizenship agenda. At Barclays, Citizenship means taking into account the needs of our stakeholders and making decisions which, in the long-term, are positive for our customers and clients, shareholders, colleagues and the communities in which we operate
• Bachelor’s degree in computing or equivalent industry experience
• Excellent technical skills in UNIX, Windows Server, SQL, Scheduling and Middleware
• Business knowledge of Investment Banking, specifically the lifecycle of a trade
• Strong project management skills. Prince 2 / PMP certification preferred
• Good knowledge of ITIL framework. ITIL certification preferred
• Technical background administrating Platform, Middleware, Database, Storage and Network
• Drive improvements across application release deployment activities into the production environment. Strive to fully automate release deployments in partnership with application and infrastructure development teams
• Build out strong relationships with resolver teams, application development teams, and other upstream and downstream support teams
• Perform and seek to continuously improve the monitoring of the application environment and supporting infrastructure. This includes server hygiene standards for patching, end-of-life hardware, on-boarding new infrastructure
• Participate and coordinate weekend support and testing around key deployments and business continuity exercises
• Must be able to multi-task in a complex production environment and quickly acquire broad knowledge of applications
• Unix (RedHat Linux) skills including Unix Shell Scripting – ksh, perl, bash etc
• Windows skills (Win7)
• Experience with application support peripherals a plus
• Geneos, Control-M / Autosys
• Knowledge of java based application development would be a plus
• Must have 5+ years of application development and/or support work experience
• Experience with escalated ticket management. Able to work under pressure to resolve issues affecting production services
• Able to work weekend on call rotations as required
• Experience with supporting OS (Windows, Linux), web servers (IIS, Apache), application servers (WebSphere, Tomcat)
• Database support experience for Oracle and MS SQL
• Experience with XML, HTML, Java, Java Script, and Unix Shell Script (ksh)
• Monitoring experience (Tivoli, AppDynamic, Apica, VCOPs, etc) is a plus
• Application development as part of a small team on a mixture of small and large development projects
• Identify and deliver opportunities to improve the application and service
• Experience in a Production Application Development or Application Support role
• SQL 2008 configuration and development
• Strong Team Player
• Confident and effective communicator
• Experience in Server patching or Scheduling
• Someone who has come from a Wintel Server Support or DBA background would be ideal

Junior Application Support Analyst Resume Examples & Samples

• University studies – ongoing or finalized
• Previous experience in customer support or IT is a plus (including internship, voluntary)
• Advanced English language skills
• Medium level of French
• MS-SQL database knowledge (basic level)
• Willing to work full time
• Analytical reasoning and problem solving skills
• Ability to work in a support team and as well as perform on an individual basis when
• Very good communication skills. Ability to work in a multicultural environment
• Works a queue of tickets (incidents, problems, requests) and provides resolutions within internally defined SLAs, with a focus on long-term solutions, on HR and Production applications
• Delivers support to existing business users, investigates and resolves application errors, data discrepancies and queries
• Provides status updates and manages customer expectations throughout the lifecycle of the incident/ problem/ request
• Collaborates closely with level 1 Front Desk analysts to identify, document and transfer recurrent ticket categories
• Collaborates closely with the level 3 technical support analysts and the project teams, in order to identify the best solution for the identified system errors/developments
• Effectively utilizes support processes and tools (i.e.: self service interface, ticketing tool, internal knowledge base etc.)
• Researches, troubleshoots and resolves reported system issues; escalates issues requiring development or vendor support; tests and implements solutions
• Performs system maintenance such as deploying patches, updates and upgrades; monitors system performance and performs actions to maintain data integrity such as purging inactive accounts
• Creates reference and training materials by documenting processes and solutions; supports process improvement by evaluating documented resolutions and analyzing trends
• Provides input and performs testing for development and purchasing initiatives
• Performs other job related duties or special projects as assigned
• Excellent technical skills with Microsoft network and PC operating systems including working knowledge of current network hardware protocols and standards, database maintenance, windows server administration and desktop application support
• Extensive practical knowledge in trouble shooting methodologies and principles and issue resolution techniques
• Excellent customer service and problem solving skills with the ability to work independently while supporting a team environment
• Solid analytical skills with strong attention to detail and concern for data accuracy
• Strong organizational, process and project management skills with the ability to prioritize workload, multi-task, and meet deadlines in a fast paced environment
• Exceptional verbal communication and technical writing skills with an ability to effectively interact with and convey information to people who possess varying levels of understanding on applicable topics
• Flexibility to provide application support during weekend and evening hours as needed
• 3-5 years information technology support service
• Financial services or banking industry experience preferred
• Develop strong technical expertise in Treasury & CIO technology and associated applications to understand the end to end transaction flows of applications across the production domain
• Participate in ‘permit-to-operate’ reviews on Treasury & CIO aligned applications to ensure application releases meet support criteria before being deployed into the production environment
• 2+ years working in a support capacity in a time critical environment, ideally with experience or exposure of working in a financial institution
• Geneos, Autosys
• Knowledge of java based application development a plus
• 3 years of experience in application support or service operations in a large enterprise environment
• 1 year demonstrated experience leveraging ITIL or other service management methodologies
• Previous experience managing publishing financial applications or environments
• Previous knowledge working in an IT ticketing system (HP Service Manager, CA Service Desk, Remedy, Service Now etc.)
• Excellent interpersonal and relationship building skills
• Customer and quality service oriented
• Demonstrated ability to prioritize work assignments and to focus on the highest priority issues
• Previous work experience with SQL query tools
• Previous work experience or knowledge of publishing systems
• Experience or previous job history as a Business Analyst or Software Developer
• IP networking troubleshooting skills
• Microstrategy analytics and or other business intelligence tools
• Bachelor’s degree in a technology or business related field and/or equivalent experience
• Possesses a university degree and 5+ years of technical/application or production/application support experience
• Exhibits solid knowledge of networks and databases Is very comfortable working with UNIX/POSIX/Linux environments
• Have extensive (5+ years’) experience in Linux application support, analysis and trouble-shooting, in a high-demand, production environment, preferably in a trading environment
• Have superb communication skills, and be able to deal effectively with both technical and business representatives
• Has experience or is interested in working in a trading-type environment
• Has or is interested in acquiring trading product knowledge or potentially interested in pursuing CSC certification

Avp-it Application Support Analyst Resume Examples & Samples

• Bachelor of Science in Computer Science, Engineering, MIS or equivalent technical training OR Associates degree in a technical training school for application or production support
• 5+ years of performing application support/development in a Windows environment
• Prior experience/knowledge of the following: SQL Server
• Experience supporting production applications
• Strong hands-on testing experience
• Experience in working on multiple releases in parallel
• Experience developing/supporting an IIS Windows web application
• Experience with application support/development in a .Net environment preferred
• Prior experience/knowledge of the following: IIS, Web Services, Windows Services
• Basic understanding of financial market concepts
• Flexible, hands-on "doer", able to cope with changing requirements / time constraints
• Strong analysis skills
• Experience in following SFTP, MQ, Siteminder & .Net experience a plus
• Provide 1st & 2nd line support to traders which involve extensive face-to-face interactions with Traders
• Respond to queries from various Trading groups and associated business units
• Perform application setup, account setup, limits changes, problem tracking, and report generation
• Support third party and internal applications
• Monitor connectivity and market risk applications and quickly solve issues
• Act as the main point of contact for all trading applications queries and requests
• At least 3-5 years of experience in trade floor support
• Understanding of Equities, FX, Fixed Income
• Understanding of market data systems such as Bloomberg or Reuters
• Ability to navigate seamlessly in Unix and Windows platforms
• Knowledge in Unix shell scripting
• Knowledge in FIX and TCP/IP connectivity
• Degree in Computer Science/Engineering
• Liaise with end user community to understand their problems and needs, and provide technical and analytical support
• Provide in-depth analysis and implement strategic Information technology solutions to production problems for the applications in his/her purview, while adhering to deadlines and facilitating timely delivery for Operations clients
• Analyze and debug the existing source code to find bugs and performance issues
• Design, develop, test and implement enhancements and bug fixes
• Provide onsite and offsite support as well as off-hours support, if necessary, for the various business functions
• Acquire and document knowledge on the various Credit Suisse applications and share the acquired knowledge and provide training to the team members
• 2+ years of experience in Software Development and/or application support
• 2+ years of experience in IBM Mainframe technologies like COBOL, JCL, DB2, VSAM, CICS
• Excellent analytical and problem resolution skills
• 1+ years of experience in MQ series
• 1+ years of experience in supporting and managing business continuity tests, and power downs
• Bachelor's degree in Information Technology or a combination of education and experience that enables performance in all aspects of the position
• Minimum 3 years expereince installing/supporting applications, hardware support/maintenance, and direct engagement with business users
• Experience installing/supporting applications, hardware support/maintenance, and direct engagement with business users a plus
• Valid driver's license required
• Ability to travel 5 - 25% of time
• Knowledgeable of Windows, Office product suite, VPN and local area network. Any knowledge of Thompson One, BetaLink and ILX is a plus
• Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware. Specific experience with Dell equipment a plus
• Knowledge of principles for providing strong customer and personal service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Ability to work well collaboratively in a team environment. Good interpersonal interaction and able to work well with others
• Resolves incidents and fulfilling requests raised by clients and ensuring they are completed in a timely manner with highest degree of customer service
• Works collaboratively and effectively with customers and other IT teams within the organization
• Ensures incident, problem and change management; and BCP processes& procedures are followed and adhered to
• Reviews and propose continuous improvements to operational processes and procedures
• Contributes actively to build the knowledge base associated with the service
• Participates in 24 x 7 on-call roster
• Participating in 24x7 on-call roster or support coverage to cover any shift (ie day, mid, night) as required
• Participating in application change and deployment activities including changes between environment and after office hours and weekend implementations
• Preparing regular operational reports and in-depth service analysis and follow-up
• Implementing and driving achievement toward business and operational support goals
• Minimum BS degree in Computer Science or Equivalent work experience
• Minimum 3 years technical experience in Web based technology environments and related dependencies between platforms, database, and application levels. (UNIX, SQL, WINDOWS, are plus)
• Experience in Solaris, lynx, korn shell, Perl, JAVA (core and frameworks) , C/C++ is a plus
• Experience in Oracle, and SQL server databases is a plus
• Knowledge of windows server, active directory, group policy, OS
• Experience in enterprise incident management practices, monitoring and performance tools
• Ability to quickly receive and process information, make appropriate risk based decisions
• Effective issue management skills, problem identification, root cause analysis, and solution recommendation
• Strong global team member, interaction with staff and clients to achieve business goals
• Intense personal commitment to mission, values, and goals of the organization

Application Support Analyst, Senior Resume Examples & Samples

• Provide hands-on 24x7 support of production Internet and back-office applications on a rotating basis
• Drive OAM SEVerity crisis technical bridges and/or management bridges
• Shell script and administer batch jobs required to execute back-office scheduled work
• Access DB data via PL/SQL and perform required database application administration to support production
• Leverage knowledgebase (previous incidents), experience, and organizational knowledge to reduce MTTR
• Review turnover paperwork to ensure that they are complete prior to production installs
• Participate in the requirements gathering process, representing the production environments, to ensure that all operational aspects are identified and documented
• Provide all tasks and detailed estimates to project managers, review and approve design documentation to ensure understanding of business logic changes and technical solution being implemented
• Works with Change Management/ Release Managers to review propose change events for production
• Work with ETG and OAM/Credit development to perform project code installations/promotions with assistance from the development and business groups. Validate successful promotions to production or fallbacks
• Document install-defects and assign severity to the problems that occurred. After fallback, perform post mortem to identify root cause analysis (RCA)
• Direct incident recovery, and cross-functional teams to collaborate on identified issues
• Identify and implement improvements to incident recovery, incident engagement, and incident communications
• Perform trending and analysis of problems; anticipate problems and develop risk mitigation plans
• Participate in internal and external audits, as requires by management
• Ensures monitoring alerts and system events are assessed, prioritized, and worked aggressively
• Escalate issues to the technology, operations, and/or vendor(s) where appropriate
• Ensure database/application controls and procedures remain compliant with Corporate IT risk
• Support Disaster Recovery tests and live recovery for all production environments
• Work with Card Services architects to validate and design enterprise solutions and application monitoring tools
• Interface with the technology group on the datacenter migration project, and provide senior level project updates
• 10+ years of IT experience with background in Internet or application development, or equivalent technical production support experience (Required)
• Minimum of 7 years in support of an Internet or transaction processing application (Required)
• Experience designing, maintaining, and managing SLAs and interfacing with clients
• Full life-cycle development experience in a large financial services firm: Card Services and/or banking
• Experience in Oracle/SQL and shell scripting (Moderate)
• Strong technical skills in these areas: JAVA, JSP, SQL, JBOSS, SiteMinder (Moderate to expert), Weblogic/Webspshere (moderate to expert), UNIX (Moderate to expert)
• Ability to coach and mentor peer employees and contractors (Required)
• Experience working in an Internet and distributed client server environment, including strong understanding of multi-tier architecture and infrastructure setups (Required)
• Ensure that all Middleware applications are available and supported in line with defined system service level agreements
• Act as point of contact for all application service interruptions; oversee all crisis and incident management processes
• Documenting support activities, which include support tasks and outages
• 5-7 years of experience in core Java
• 5-7 years of experience in UNIX and Windows
• 5-7 years of experience with Middleware technologies such as Apache, Websphere Application Server, or IIS
• 3-5 Experience on splunk and wily
• 1- 2 Experience on datapower
• Prefer knowledge of tools and scripting methods utilized for deployment and configuration of Web Applications
• Understanding of TCP/IP networking , Loadbalancing
• A team player with a positive attitude - enthusiastic, dynamic, energetic
• Be prepared to fully commit outside of normal hours on a 7x24x365 basis
• 3-5 years of experience in core Java
• 3-5 years of experience in UNIX and Windows
• 3-5 years of experience with Middleware technologies such as Apache, Websphere Application Server, or IIS
• Acting as first point of contact for the business supporting numbers of business-critical services and applications on a 24x7 basis
• In this role you will be responsible but not limited to the following
• Having an end to end responsibility to ensure all operational KPIs are met by the services within the Shared Pool Team portfolio
• Delivering a client focused service experience for technology user queries in a professional and timely manner while demonstrating the highest standards of written and verbal communication
• Ensures Support processes are aligned to ITIL framework
• Focuses on production stability and future changes are aligned to regional strategic direction
• Works closely with regional Service Management to ensure Support processes are in line with regional model
• Undertaking coordinated incident management in liaison with other operational teams
• Maintains a standardized global service offering through peer group collaboration
• Presents regular updates to reporting line on status in local site
• Ownership of technology problems or requests until satisfactorily resolved
• Working with other technology teams to deliver continual service improvement and ensure business requirements are being met
• Undertaking coordinated incident management in liaison with other operational team
• Provide 2nd and 3rd level support of the FX Risk applications in various environments
• Application process Management
• Management of infrastructure, continual process improvement
• Management and Mitigation of Production Incidents
• Performance and Capacity management
• Application deployments and Configuration in all supported environments
• Good communicator in English, both spoken and written

Junior Equity Application Support Analyst Resume Examples & Samples

• Provide support to business stakeholders on critical front, middle and back office platforms including Calypso, 4Site, SYN and a number of internal systems
• Engage in Incident, Problem and Change Management
• Proactively contribute ideas and solutions towards improving team processes
• Work with product vendors, exchanges, data providers and other service providers to resolve issues
• Extensive interactions with global teams (IT Development, Service Desk & infrastructure teams)
• Project manage operations components of key systems upgrades e.g. system upgrades, exchange upgrades etc
• University degree in engineering, computer science or equivalent
• Relational database experience (ideally Sybase or Oracle)
• Good working knowledge of UNIX
• Strong SQL experience
• Understanding of the equities trading business
• Prime Finance is one of the most challenging and potentially rewarding areas to work within Citi Equities and Prime Technology
• The application stack consists of a significant number of interwoven applications and components providing functions around trading, funding, locate offering, margining, wire sending, online services, batch processing and reporting for end users internally and externally in many locations across the globe
• The Prime Finance support team looks after Prime Brokerage, Stock Lending and Agency Lending systems with the aim of ensuring high system availability and stability, as well as end-user support
• Our business partners cover FO, MO and BO users based in different countries in the region. In order to achieve a high service level standard, it is an important requirement for the team to establish good rapport through frequent interactions with other technology teams like development and system administration teams which also have footprint in China and many other locations globally
• The role entails working in a team based in Hong Kong, resolving daily system issues and handling user queries promptly, improvising effective temporary workaround solutions, devising strategic long term permanent fixes, making sure all issues are well followed up, reviewing and implementing adequate automation/monitoring, taking ownership in driving potential service improvement around stability, efficiency and effectiveness in the region as well as globally
• The successful candidate will be working closely with his/her team members in Hong Kong as well as India in the region and reporting to the APAC Regional Prime Finance Support Lead
• The ideal candidate should be technically astute, well organized, proactive and be comfortable discussing issues with business and other technical teams at all levels. The successful candidate is expected to provide hands-on technical support and would be working with our peer teams in Europe and North America to provide seamless support to our applications globally under follow-the-sun support model
• In addition, he/she needs to be good team player who possesses good multi-tasking skills, be able to cope with high pressure well and consistently deliver high level service standard
• 3–5 years working experience in support role on global applications
• Sound business knowledge on stock lending and prime brokerage and experience of supporting system applications of these areas
• Strong trouble shooting skills
• Good understanding of incident, problem and change management
• Knowledge/experience of problem management tools and ticketing software
• Able to cope well working under pressure
• Self-motivated and strong organizational skills
• Fluency in verbal and written English
• Good knowledge in agency lending
• Basic knowledge on Linux/Unix commands and ability to understand shell scripts
• Experience and knowledge of monitoring tools
• Work collaboratively and effectively with customers and other IT teams within the organization
• Exposure to banking or financial institution
• Familiar with ITIL best practices – certification would be a plus
• Ownership and accountability for the operation, monitoring and integrity of the technology platform
• Knowledge of key Asset Management software packages
• Providing subject matter expertise in the management of the Book of Record Suite of Applications, with specific focus on the IBM OSS, Mvest, Mpower, Primebase, SMS, SEI/Trust 3000, Unitrax and FATCA applications
• Providing subject matter expertise and use of incident/problem management skills in the daily production support of high value, active trading clients and operations groups for any connectivity, processing or functionality issues
• Strong communications and interpersonal skills will be required to work effectively while supporting other members of the team in achieving unit objectives and providing excellent client service
• Solid understanding of the TDBFG Wealth Management businesses and knowledge of applications such as Mpower, Mvest and IBM OSS is a highly desirable asset
• Excellent analytical, verbal and written communication skills
• Strong customer service orientation and a professional approach; ability to interact with all levels within the organization
• Possess acute sense of business acumen with a strong focus on delivering a superior customer experience. Flexibility in scheduling to work weekends to fulfill business needs that are conducive to
• Incident, Problem and Change Management workflow
• Disaster Recovery test activities
• General Change Management release activities
• Drive improvements in operational excellence and focus on improving operational tools used in production environment
• Assist with technical support and documentation
• Assist with identification, documentation, and training of support teams on Level 1 technical support issues
• Responsible to provide Level 2 & 3 technical support, as needed (includes isolating, diagnosing, resolving, and finding root cause of issues)
• Assist with technical vendor escalations and resolutions, as needed
• Responsible for maintenance and configuration of User tables
• Assist with system/app performance monitoring
• Responsible to create basic ad-hoc reports or queries in support of system functionality or user requirements
• Assist with configuration, testing, and deployment of on premise and SaaS/Cloud-based products, applications, and solutions at a technical level
• Responsible for technical aspects of upgrades and enhancements
• Contribute to the production of release notes by providing technical information
• Assist with coordination of internal and external technical teams during development and implementation, as needed
• Contribute to monitoring and reporting of implementation work
• Assist with the identification & development of appropriate technical training and training material to all stakeholders
• Assist with the identification of technical issues & risks related to training & adoption
• Assist with planning and successful execution of team's technical work streams, tasks, initiatives, and operations
• Assist with technical documentation for work streams, initiatives, and ongoing operations
• Contribute to appropriate & timely technical communications to all stakeholders, users, customers, and vendors
• Contribute to gathering and reporting of appropriate metrics for technical aspects of team activity
• Follow all technical operational policies and procedures
• Contribute to current sprint task list & prioritization regarding technical work
• Assist with identification and analysis technical opportunities to use/leverage new or existing applications
• Assist with technical analysis for socialization to business teams
• Assist with technical research and discovery of appropriate solutions
• Assist with technical competitive analysis related to products
• Assist with technical opportunity and needs analysis
• Assist with technical vendor & client relationship & interaction
• A degree in Systems Engineering, Computer Science or related fields with 3 to 5 years of related experience preferred
• 2+ years’ experience with systems administration and/or application support
• Subject matter knowledge in a related line of business
• SQL and XML knowledge required
• General knowledge of web applications
• Automated data loading and data cleansing
• Ability to use scripting languages (e.g., Java, PERL, Bash)
• Working knowledge of system administrative processes related to enterprise level applications
• Familiarity with Saas-based applications, understand upstream and downstream interface interactions
• DocuSign Administrator, CLM Application Administrator, or Listening Platform Administrator Certification (or demonstrate equivalent knowledge and experience)
• Prior experience with configuration management tools
• Participate in weekends and holidays on-call support as required
• Ability to communicate technical information to non-technical users
• Ability to communicate business process to technical resources
• Ability to create simple process flow diagrams or flowcharts that demonstrate business or system process flow
• Ability to gather technical requirements
• Ability to create & execute test plans
• Ability to gather information and present status
• Knowledge of Software Development Lifecycle (SDLC)
• Adaptability and demonstrates good judgment
• Experience in Production/Application Support environment
• Reports to Application Support Manager
• Contribute to super regional bank goal
• Providing day-to-day support within the London Markets Application support team, ensuring that all the Markets systems and their users are supported and monitored in a timely manner. With an initial emphasis on the Wall Street application, the role holder will then be required to be leveraged across multiple front office applications and have deep knowledge of them (ION, Murex, Sky)
• Provides analysis and insights into key technology risk drivers for Wall Street
• Responsible for raising awareness across local FO and MO stakeholders and helping drive the necessary change with respect to the business requests
• Work with the business to minimise operational losses, remediate audit points and compliance breaches
• To provide 1st line technical and application support for all Financial Markets business products and applications (Wall Street, Murex ION, desktop, dealer telephony, and market data)
• Act as a primary point of contact for clients during UK hours
• Work in partnership with the Application Development (AD) teams to identify root cause and communicate effectively to our business partners
• Effective collaboration and communication within the Applications Support team and across the key internal stakeholders and business partners
• Promote a culture of open and constructive communication and collaboration across Technology and the business

WTS Application Support Analyst Resume Examples & Samples

• Providing subject matter expertise in the management of the Wealth Applications including but not limited to AOE, FIP, Thomson, PrimeOE, TDSS REC, Wealth Client Onboarding, Wealth Transfer System, Ticketing Application, Arrow, Cornerstone, DRIPS and CASE
• Execute Subject Matter expertise in daily production support of operations groups for any connectivity, processing or functionality issues
• Conduct Priority 1-3 incident management technical bridges, communicating incident updates to business partners and management teams, monitoring/managing problem ticket queues, escalating with internal/external support teams, and taking a lead role or assisting with creation of Post Incident Reviews as required
• Perform trend analysis reporting to capture and highlight repeat/common types of failures and make

IT Application Support Analyst Equity Research Resume Examples & Samples

• To provide daily application and operations support to equity research users, equity sales in regions
• To work with user departments for requirement gathering on BAU enhancement or project work
• To maintain high performance and availability of production environment
• Liaise with users to ensure that operational issues are resolved on a timely basis and that correct actions are taken
• Manage and track production issues on a daily basis; manage incident resolution and reporting
• To manage vendor on support and system enhancements
• To work with infrastructure team on capacity planning and effective system monitoring
• To coordinate with infrastructure, development teams and vendors on system implementation, release and deployment
• Conduct testing, provide UAT support and handle production rollout
• Be client focused and maintain good working relationships with clients
• Provide both end user application and technical support for department developed internal application
• Application Support’s subject matter expert for designated custom ESE application deployments
• Identifies recurring application problems and collaborates with development teams to create solutions
• Troubleshoots complex application incidences
• Assists business partners with application specific application and technical questions through the maintenance of a support knowledgebase
• Provides on-site support to business partners during application deployments
• Reviews, recommends and implements operational improvements to support an increased automated work environment
• Identifies opportunities to automate manual workloads and develops tools to improve process efficiencies
• Creates reporting on metrics utilizing advanced analytical tools and is expected to maintain a reporting dashboard
• Develop in-house tools to support the automation of manual support processes
• Collaborate on a multi departmental automation projects to increase productivity through the integration of systems by reducing the need for manual processes
• Creates architectural work-flow documentation used to identify application flows and points of failure
• Working knowledge of Oracle 11G SQL and PL/SQL
• Working Knowledge of one or more Scripting Languages: Cron, Linux Scripting, Python, Pearl
• Knowledge of ITIL fundamental competencies
• MicoStrategy Reports and Dashboards or equivalent analytical reporting
• A minimum of 2 years of Customer Service experience
• Supporting Incident Management in the swift recovery of incidents affecting the payment/receivables applications
• Investigation and resolution of application processing queries raised by Business Operations
• Supporting project implementations into the production environment
• Reduction production incidents associated with payment and receivable applications
• This role is Bournemouth based
• You will have experience with IBM Mainframe technology including JCL, Natural, Adabas, Cobol, CICS and CA7
• You can demonstrate a hands-on approach to resolution of production incidents and the understanding of the bigger picture around production processes, from both a technical and a business perspective. You will also have a drive to prevent repeat or potential issues
• You will be able to demonstrate a good understanding of generic banking application architecture, including financial transactions processing
• Configuring, maintaining and supporting multiple web applications on IIS/Apache & WebSphere/Tomcat platforms
• Hands-on experience in troubleshoot performance issue including analyzing heap/thread dumps
• Experience in performance tuning of web applications
• Experience in supporting applications deployed on Oracle RAC
• Experience with developing Database monitoring scripts
• Experience in optimizing database queries
• Monitoring experience (Tivoli, AppDynamic, Apica, VCOPs, etc.) is a plus
• Provide technical support to our customer base. Candidate must use effective research, solution analysis, concise documentation, effective written/verbal communication and problem solving skills. Required to effectively convey root cause analysis of issues to software development staff for process/software changes
• Be required to represent the Production Support organization on company-wide project teams. In this capacity, you will be required to be aware of process and software changes that impact production support, communicate project information to the production support staff and raise production support issues to the project team
• Assist in the management of caseload and escalations from other departments
• Backup to Operations and perform in-depth research and identify sources of production issues
• Bachelor's degree in a computer related field and/or financial/accounting related field and 3 to 5 years related experience, Bachelor's degree in other field and 3 to 5 years equivalent experience
• Experience developing ad-hoc reports using database utilities
• Proficiency writing SQL in an Oracle database environment
• Experience with Job Control frameworks
• Working knowledge of one or more scripting languages (e.g. ksh, Perl)
• Unix/Linux background
• Experience in credit card industry or data processing preferred
• Total 3.5+ years experience- completely hands on
• Previous technical knowledge of support systems
• Good working knowledge of Unix , Oracle & Java with basic knowledge of application servers like Apache
• SWIFT Basics
• Application development background (i.e. experience and proficiency in languages such as Java, SQL, Unix shell scripting etc.)
• Experience working in a variety of application designs (e.g., web-based and thick-client distributed client server environment, vendor products)
• Experience working in a relational database environment (e.g., Oracle, Sybase)
• Proven experience designing and implementing proactive systems monitoring and health checks
• Excellent prioritisation, organizational and time management skills
• Incident management skills and experience
• Ability to influence and lead technical conversations with varied IT groups
• Experience with Geneos
• Experience with change management, production environments and support process in a large corporation

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