L2 Support Analyst Atlas

Helping create the services culture of the future! This is the vision of Synergyc. And if you are ready to move on and build a career in a forward-looking company, then let’s talk!

What are we looking for?

You will be responsible for all activities related to Support analysis on the Premium Front Office Application system for the EMEA region. You will work closely with Business users (Trading, Execution, Accounting, Controlling) to support them on their activities (Regional support level 2). You will work also closely with “International Trade and Execution & Customer IT Services” Department which is developing and maintaining the Application solution. You may also have to train the users of the region to the application.

  • Support internal company users in their day-to-day operations, providing the top-class level of support to meet the required business needs
  • Solve routine issues of limited scope and complexity following established company policies and procedures
  • Interacts with end users providing regional level support for incidents and requests
  • Guide company’s employees through application specifics and explain how the system works
  • Maintain and develop user knowledge base, document good practices (How To, FAQs, internal Work instructions)
  • Help users fix wrong data (contracts, invoices) or escalating bugs to higher level of support when needed
  • Provide assistance on the SLAs follow up, reporting and communication
  • Contribute to Test strategy and participate in UAT campaigns if needed
  • In case of new roll out, organize the training of key and end users in synchronization with the Business Analyst Front Office EMEA
  • Collaborate closely with higher level of support, Build teams and Solution Owner

And if you meet the following criteria:

  • At least 1 year of experience in supporting one of the following activities: Commodities trading, inventory or logistics, procurement, Finance (controlling/accounting), IT customer services
  • Fluent in English
  • Good knowledge of key “Trade to Cash” processes and best practices
  • Experience in support activities in IT Services
  • Experience with SQL language (preferable)
  • Knowledge on MS Office
  • Knowledge on application infrastructure and collaboration with 3rd parties
  • Strong analytical skills with a hands-on and pragmatic approach to problem solving. Experience in troubleshooting incidents and managing service requests
  • Outstanding customer service skills
  • Excellent interpersonal skills and ability to communicate effectively at all levels (written and verbal)
  • Excellent understanding of ITIL framework- Incident, Change, Problem, Request Management
  • Ability to work in fast-paced, reactive, and challenging trading environments
  • Ability to manage own time and workload
  • Ability to own a task and deliver to required timelines, with high focus of quality
  • Ability to anticipate issues and suggest resolutions proactively
  • Good learning agility and decision-making skills
  • Degree in a Finance-related discipline or in computer science

Then you are the right candidate for this role!

We Offer You:

  • Additional health insurance
  • Food vouchers
  • Sport cards
  • Transport allowance
  • Home Office
  • Referral bonus program
  • Modern office with a stunning view
  • Charity & volunteer activities
  • Free drinks at the office