Application Support Analyst

Application Support Analyst

Investment Management Production Services provides technology support services for Fidelity International's investment management divisions. We support traders, fund managers, research analysts and investment operations staff in all international locations, including Canada, London, Hong Kong and Tokyo.

The candidate will belong to Trading and Fixed Income Technology team in Hong Kong and work with London to support the core fixed income and trading applications. The role will liaise closely with the cross asset trading team, fixed income business team and global systems team. The candidate will have to form a close relationship with the users and global counterparts.

This entails the support understanding the local trading team methods and fixed income fund management business needs, gathering user requirements, resolving functional issues, providing application support and ensuring the application platform that meets the regional needs. This role also has regular contact with others involved in order generation, compliance and fund accounting processes.

Key Responsibilities:

• Provide on-going system production and user support
• Initial contact point for all systems issues that arise from the Asia Trading Desk and Fixed Income team
• Own issues through to resolution, regularly updating impacted business users on status of resolution, impact analysis, and engaging internal support teams & 3rd party vendors.
• Understand the data environment and create automated/ad-hoc report
• Provide early morning support and public holiday coverage
• Working with desktop support and infrastructure functions to troubleshoot desktop issues.
• Build and maintain business domain and application knowledge within the application support team, including structured knowledge management and training programmes / curricula.
• Coordinate cross discipline teams to obtain resolution of major incidents.
• Establish, monitor, and ensure adherence to SLAs/OLAs as agreed with business groups.
• Provide pre-implementation and post-implementation support to the systems and business teams
• Organize prototype demos and training to users
• Prepare training materials and document user feedback
• Coordinate hardware and software installation
• Identifying and documenting Business Requirements
• Understand existing systems functions and liaison with Business teams
• Document high level business requirements and create detailed business specifications

Escalate change requests/new requirements/issues to Project team in timely fashion

Bachelor's degree in Information Technology with 2 year work experience as a production support role preferably gained in the financial services industry.

• Application production support role experience and able to perform technical investigation
• Strong skills SQL and relational databases (Oracle preferred), including ad-hoc data analysis and reporting.
• Basic Unix command and be able to navigate logs
• Excellent interpersonal and communication skills
• Strong analytical and troubleshooting skills.
• Self-starter with ability to handle multiple tasks and priorities
• Understanding of the technology development lifecycle.
• Experience of Microsoft Office and Excels VBA
• Experience of working with multi-cultural teams in a geographically diverse environment
• Strong influencing skills

• Good knowledge of equity trading and fixed income (analytics, credit rating and FX) process. Experience with OMS/EMS vendors is a plus.
• Experience of FIX protocol and ability to understand FIX messages for electronic trading.
• Working knowledge of key third-party providers of trading/market data applications
• Buy-side/Sell-side front-office systems experience
• Exposure to Agile software development approach and rapid development
• Ability to work to strict development standards for implementing commercial systems
• Project management skill by keeping all stakeholders updated and aware of all issues and options
• Statistical concepts and analysis skills – read, process, derive, plot, compare
• Experience in business process improvement and business analysis

• Self-motivation and good team work skills are essential
• Excellent networking and communication skills.
• Willingness to work in different time-zones as required
• Well organized with attention to detail.
• Very strong problem solving skills with excellent customer service attitude.
• Strong customer awareness with ability to manage customer expectations
• Proficient communication, presentation and negotiation skills
• Ability to estimate work and deliver to realistic deadlines; also to recognise and resolve unrealistic deadlines in advance of expected delivery dates
• Flexibility and an open attitude to change
• Ability to learn and quickly familiarise with a complex business and systems environment
• Values: Enthusiasm, Integrity, Teamwork, Respect, Innovation
• Calm approach under pressure.

For starters, we'll offer you a comprehensive benefits package. We'll value your wellbeing and support your development. And we'll be as flexible as we can about where and when you work – finding a balance that works for all of us. It's all part of our commitment to making you feel motivated by the work you do and happy to be part of our team.

For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.