Application Support Analyst

Enterprise System Support Analyst role sits between trading/business users, IT, and vendors, ensuring the company business critical systems (e.g. ETRM) run reliably and supports day-to-day energy trading operations.

Core Responsibilities:

Monitor system health and batch jobs across ETRM, ERP, and other enterprise applications.

Handle production incident tickets (trades not booking, valuations wrong, reports failing)

Support front-office, middle-office, back-office users

Perform trade corrections and reprocessing

Support end-of-day (EOD) and month-end closing

Validate market data (prices, curves, indices)

Basic SQL queries to investigate data issues.

Monitor ETRM batch jobs and interfaces to peripheral systems (MarketView, ICE, SAP and other in-house systems). Attend to job failures and error logs, perform triage and manual re-run/correction.

Log and maintain daily incident tickets. Timely attend to reported issues and user enquiries. Gather issue details, error messages, system logs, replication steps for further investigation.

Help to manage vendor's SLA metrics.

Create/update static data and user account access setup based on approved business requests.

Job Requirements:

Diploma/Degree in Computer Science or Information Technology

At least 3 years of business systems support experience.

Worked in commodity trading industry or hands-on experience on ETRM systems will be an added advantage.

Hands-on experience on application infrastructure support. Understanding of cloud servers and services, able to perform diagnosis and escalations on system outage.

Basic SQL and troubleshooting skills, able to analyze application logs and perform simple debugging.

Knowledge of ITIL processes and ticketing tools (ServiceNow, Jira, DevOps)

Ability to communicate clearly with business users

Calm and structured approach under time pressure.

Bilingual in both English and Chinese will be an added advantage.