Senior Application Support Analyst - (Middle & Back Office - BPS (Broadridge)

Options Group; New York (NY); On-site; USD 80,000 - 100,000; Full time

Job summary

Options Group is seeking a Senior Application Support Analyst in New York, NY, to provide crucial support for operations technology platforms. This role demands strong database knowledge with SQL and experience in the Financial Services industry. Successful candidates will manage support escalations, execute proactive tasks, and work in a collaborative environment.

The company highly values problem-solving skills and hands-on IT support experience. Join a dynamic team in a full-time position offering opportunities for professional growth.

Qualifications

• Strong database knowledge; prior experience with Broadridge or similar tools.
• Hands-on IT support experience, ideally in Middle Office or Settlement systems.
• Basic knowledge of Java or C++ programming languages is advantageous.

Responsibilities

• Provide hands-on support to Operations and Settlement systems.
• Handle support escalations from Level 1, minimizing escalations to Level 3.
• Plan and execute proactive non-ticket tasks like automation.

Skills

Strong database knowledge – SQL/Sybase/Oracle

Prior experience of BPS (Broadridge)

Basic knowledge of programming languages – JAVA or C++

Knowledge of the Financial Services Industry

Hands‑on IT support experience

Knowledge of scheduling tools – Autosys

Experience of functional/technical support in investment banking

Monitoring software experience

Experience using tools like Remedy or Service Now

Familiarity with ITIL standards

Hands on support knowledge of middleware tools (MQ, Tibco)

Job description

Senior Application Support Analyst - (Middle & Back Office - BPS (Broadridge)

Full-time

Reporting into the Production Services Team lead (US) in New York, this support role covers the day-to-day support of operations technology platforms, working in collaboration with global stakeholders and regional teams. Will suit a self‑starter who is looking for a career in production support and takes pride in making a difference to support the business‑critical processes and role includes:

• Demonstrates understanding of the fundamentals of programming concepts, interpreting technical specifications and development standards
• Utilizes knowledge of service level delivery to offer superior service.
• Understands effects of IT Architecture on performance.
• Demonstrates working knowledge of Financial Services Industry concepts and is able to apply them internally.
• Responsible for the proper functioning of existing applications and infrastructure.
• Identifying problems, crafting and aiding in implementing the solutions, and providing continuing support
• Perform Impact analysis of the reported issues or risks and try to find root causes and solve the issue by going through the business and systems workflow.
• IT Delivery/Control/Process/Stability
• KPI statistics relating to individual / teams capacity, performance and CSI
• Professional Ethics Compliance and Risk Management
• Industrialising the different processes
• Maintaining Knowledge Management

Responsibilities will include:

• Dealing with support escalations from Level 1 team, including complex user and monitoring support queries, with as minimal as possible escalations to L3 teams
• Work as senior support analyst to provide hands on support to Operations and settlement systems
• Planning and execution of proactive non-ticket tasks (such as automation or tool implementations)
• To provide user query support and monitoring support queries, with as minimal as possible escalations to development teams
• To provide batch support, health checks at the start of the day/end of the day
• To use firm standard support tools and processes
• To provide weekend support related activities on rotation basis
• To deploy code/configuration change/releases into the pre & production environments
• The duties of Senior Support Analysts can be broken into four distinct categories: prevention; correction; adaptation; and perfection.
• Prevention relies on ensuring that hardware changes or additional modules do not interrupt an application’s function.
• Correction is the continual monitoring and fixing of issues that arise, including bug fixes.
• Adaptation is the modification of applications to comply with new standards and new systems
• Perfection is the improvement of application/infrastructure to enhance performance or reliability
• To work as strong team player

Skills, experience, qualifications and knowledge required:

Required Experience

• Strong database knowledge – SQL/Sybase/Oracle
• Prior experience of BPS (Broadridge)
• Basic knowledge of programming languages – JAVA or C++ will be plus
• Knowledge of the Financial Services Industry
• Hands‑on IT support experience & knowledge of Middle Office systems, Settlement systems will be highly advantageous
• Knowledge of scheduling tools – Autosys
• Experience of functional/technical support / investment banking environment desirable
• Experience of monitoring software and maintaining/improving rule bases
• Hands‑on experience of using tools such as Remedy or Service Now - Desirable
• Working within ITIL standards and structured, formal environments - ITIL qualifications – Beneficial
• Hands on support knowledge of middleware tools (MQ, Tibco) will be a plus

Professional Attributes

• Excellent analytical and communication skills including ability to provide clear and concise status to senior management / summarise key messages
• Ability to prioritise, sense of Urgency
• Problem solving mindset and solution-enabler - Ability to identify problems, make decisions and drive solutions
• Pragmatic, able to adapt to various situations and applications, ready to work under pressure
• Ability to inspire co-operation and co-ordinate activities across teams
• Willingness to accurately document and share information with global peer group