Associate - Global Finance Application Support - ITSM (BA + Support)

Position Summary

As a member of the worldwide IT support team, your duties will encompass handling enhancements and projects on the IT systems used for the Trade Finance business line, providing level 1 & 2 technical support, and working on alternative shifts to ensure prompt incident management. Strong collaboration with headquarters and vendors is essential.

Main Responsibilities

Application Support & Incident Management

• Provide Level 1 IT support for Trade Finance applications on the Finastra platform.
• Log, track, and manage incidents and service requests through the ticketing system.
• Perform first-line troubleshooting for issues related to LC, Collections, Guarantee, and Billing.
• Escalate unresolved issues to Level 2/Level 3 support teams.
• Monitor system alerts to ensure timely resolution.

Transaction & System Issue Resolution

• Investigate and resolve issues related to Letters of Credit, Documentary Collections, and Bank Guarantees.
• Assist users in resolving data entry errors and system exceptions.
• Perform basic data extraction and transaction corrections.

User Support & Communication

• Act as the first point of contact for system issues.
• Provide guidance on Finastra tool navigation.
• Communicate clearly on incident status and resolutions.
• Maintain a professional relationship with stakeholders.

Monitoring & Reporting

• Track and report on open incidents and SLA breaches.
• Contribute to operational health reports.
• Identify patterns in recurring issues and escalate for permanent fixes.

Documentation & Knowledge Management

• Maintain and update runbooks and troubleshooting guides.
• Document resolutions in the ticketing system.
• Assist in creating user guides and FAQs.

Change & Release Support

• Assist in User Acceptance Testing for Finastra.
• Support deployment activities during release.
• Validate post-release system behavior for trade finance modules.

Key Requirements

• Bachelor/Master in Information Technology or related field.
• Advanced knowledge of Finastra’s Fusion Trade Innovation.
• Minimum 5 years of experience in technical support within a financial institution.
• Proficiency in SQL programming.
• Good understanding of the trade finance business.
• Strong communication skills, autonomy, and rigor.

Other Details

This position requires flexible working hours, including morning, evening, and on-call shifts. It is integral within a global operations context, focusing on supporting trade finance functionalities.