Application Support Analyst

Trafigura; Calgary; On-site; CAD 70,000 - 90,000; Full time

Job summary

A global commodities trading firm in Calgary is seeking an experienced Application Support Analyst to bridge business users and technical teams. In this role, you will provide second line support, ensure production systems are operational, and address user issues. Ideal candidates will have a Bachelor's or Master's in a numerate discipline and 6+ years in IT, including experience in commodities trading environments. ITIL Certification is preferred.

Qualifications

• 6+ years working experience in IT, including 5+ years as an Application Support Analyst.
• ITIL Certification Preferred.
• Familiarity with standard support processes such as incident and issue management.

Responsibilities

• Providing second line support for user issues.
• Ensuring production systems are fully operational.
• Managing to bring teams together for quick resolution.

Skills

Fluent English communication skills

Ability to handle customers with different levels of technical and business knowledge

Strong verbal and written communication

Experience in a high volume, time critical environment

Education

Bachelor’s or Master’s degree in a numerate discipline

Tools

SQL

Business Objects

QlikView

XML

Job description

Main Purpose

We are looking for an Application Support Analyst to join our dynamic Trading IT team and support an extensive portfolio of applications, each with its unique complexities and requirements. This role serves as a critical bridge between our business users and technical teams, ensuring seamless operation of production systems in a fast‑paced, time‑critical commodities trading environment.

Knowledge, Skills and Abilities

• Bachelor’s or Master’s degree in a numerate discipline (Mathematics, Computer Science, Engineering, or related field)
• Fluent English communication skills, both written and verbal
• Strong verbal and written communication, both with business users and internal IT teams
• 6+ years working experience in IT, including 5+ years as an Application Support Analyst within commodities trading environments

Key Responsibilities

Application Support

• Providing second line support for user issues
• Ensuring production systems are fully operational
• Responding to user queries in a timely manner and providing advice on the use of the systems
• Escalating issues requiring developer/analyst input as appropriate within internal IT teams
• Managing to bring everyone from different teams shortly into call to drive for quick resolution
• Maintain system data such as quotes, holiday schedules, curves
• Identify and fully document processes used to resolve recurring issues
• Flexibility on working hours is essential; some out of hours work will be required where needed to meet the business needs.

Technical knowledge in below areas :

• SQL
• IT architecture
• Database structures
• XML
• Business Objects
• QlikView

Candidates should be able to demonstrate the following

• Familiarity with standard support processes such as incident and issue management
• A basic understanding of Release Management
• Responsibility for taking full ownership of any issues reported by business users till complete resolution even if needs to be engaging different teams for resolution
• Exposure to problem tracking systems
• Experience of working in a high volume, time critical, environment
• Ability to handle customers with different levels of technical and business knowledge
• Understanding of different functions within the business
• Familiarity with the full trade cycle
• Management of new releases through UAT and into the production environment
• Documentation of issues and workarounds
• Process design and implementation
• Certification: ITIL Certification Preferred

Department Overview

Trading IT is responsible for the front‑to‑back delivery of various applications that enable Trafigura’s trading across all its divisions.

Reporting Structure

Reporting directly to Senior Application Support Manager

Equal Opportunity Employer

We are an Equal Opportunity Employer and take pride in a diverse workforce. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, colour, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or handicap, disability, or any other legally protected status.