Application Support Analyst

Role Purpose

• Proactively monitor the production services.
• ​Provide first line support to Calastone's customers.
• Assist in the creation of a knowledge base to mitigate the number of escalations to the second line team.
• Work with the Client Delivery team to ensure that they have satisfied all pre-production checks/tests before they are released into production.
• Work with the QA team on a rotational basis to assist with quality assurance cycles and to obtain pre-release knowledge of new releases.
• Work with the UAT team to test new clients to approved standards during the on-boarding process.
• Work closely with internal project staff to ensure that all production requirements are flagged and dealt with during customer on-boarding, ensuring smooth transition into production and to enhance the customer's perception and experience of the Calastone service.
• Work with, and communicate to, all customers and internal technical staff during implementations.
• Deal with service incidents that arise and work to achieve a positive outcome in the shortest possible timeframe.
• Maintain Calastone's reputation for high-quality service support and delivery.
• Contribute to all aspects of general business improvement.

Desired Knowledge & Experience

• Good technical background.Most desirable is experience of databases/SQL (ability to create and run own queries), MQ (any variant), SWIFT, ISO15022, ISO20022, FIX, XML, messaging authentication/ certification techniques and secure FTP environments.
• Application support and operations in a client facing, financial environment.
• Experience of project delivery life-cycles, in accordance with industry best practice.
• Knowledge of ITIL is beneficial.
• Knowledge of Salesforce is an advantage.
• ​Business Level written and spoken English and Mandarin skills are essential.

​
Person Specification

• Ability to remain calm and focused under pressure, while supporting customers, colleagues, and partners to resolve service issues effectively.
• ​​Works well in a collaborative, multi-disciplinary environment.
• Takes initiative and demonstrates accountability in their work.
• Committed to delivering high-quality outcomes and continuous improvement.
• Acts with professionalism, honesty, and integrity in all situations.
• Demonstrates persistence in problem-solving and seeks to understand root causes.
• Strong attention to detail.
• Reflective and open to feedback, with a willingness to learn and grow.
• Leads by example through actions and collaboration.
• Able to contribute effectively in team discussions and adapt to different communication styles.
• Open to flexible working arrangements, including shift patterns, with reasonable adjustments supported where needed.

A shift system is in operation, consisting of:

Day Shift Early A:
06:30 to 15:00 Monday to Friday, with 1 hour break (7.5 hours work), or

Day Shift Early B:
07:30 to 16:00 Monday to Friday, with 1 hour break (7.5 hours work), or

Day Shift Late:
10:00 to 18:30 Monday to Friday, with 1 hour break (7.5 hours work).

Please note occasional weekend and Bank Holiday working will be required for which time off in lieu or payment at the approved daily rate will be given.

Our commitment to Diversity and Inclusion

The company is committed to building a diverse, equitable, and inclusive workplace where all employees can thrive, contribute their best and achieve their full potential. We ensure that all recruitment, promotion, and reward decisions are capability-based without regard to protected characteristics. We want you to perform at your best in the recruitment process; if you require any reasonable adjustments for any part of the recruitment process, please let us know.