Application Support Analyst
Computershare
Hong Kong
1天前

Application Support Analyst-(21000143)

Description

We give you a world of potential

A fantastic opportunity has arisen in our Technology Services Application Support team. Application Specialists are cross-functional resources that are fully conversant in the functional and technical needs of our internal and external clients.

They cover aspects such as advising on best practices of an application, issue troubleshooting and root cause analysis, issue escalation and management, business requirements analysis and user acceptance testing.

The products and applications they are specialists in, provide deep exposure to complex technologies, environments and interfaces, in addition to financial services needs in the form of employee share plans and issuer services.

A role you will love

The Application Support Analyst will liaise with various business departments across Computershare globally (predominantly in Hong Kong, China, Australia, and the UK).

Interactions are common with Client Services teams, Business Analysts, Product Development, Product Management, and other Technology teams.

The role shall have a strong customer focus, attention to detail, the ability to work effectively under pressure and have a proven ability to prioritise work when faced with conflicting deadlines.

In addition to being a team player, the role will also be comfortable working autonomously as well as having a flexible approach to working hours.

Key Accountabilities

  • Provide L1 and L2 functional and technical support to our Employee Share Plans plus Issuer Services platform.
  • Act as an issue owner to track resolutions.
  • Identify and escalate situations requiring urgent attention.
  • Liaise with different technical teams to resolve issues.
  • Manage critical incidents.
  • Provide technical mentoring and guidance to users, advise users on appropriate action.
  • Stay current with system information, changes, and updates.
  • Show initiative in reducing support queues.
  • Service Quality Control Ensure all relevant processes, documents, checklists and standards are adhered to in order to maximise quality.
  • Effectively establish task priority and drive tasks to completion. Identify, analyse and escalate key risks and issues associated with each request in their early stages.

  • Process Improvement Suggest ways to improve existing processes and / or create additional ones to improve quality and efficiency or reduce risk.
  • Research, assess and present findings to team and provide assistance to help with adoption. Providing consultation to development teams.

    Make regular contributions to team knowledge base, and support documentation.

    What will you bring to the role?

  • University graduate with a technical / engineering discipline.
  • Minimum 2 to 5 years of experience working in application support or product specialist role. Financial institution experience is a plus.
  • Good written and verbal communication skills in English.
  • Ability to liaise with different levels of business and technical stakeholders.
  • ITIL or proper ITSM concept.
  • Proven record of SLA / KPI fulfillment.
  • Good knowledge on SQL and XML.
  • Good prioritization, analytical and problem-solving skills.
  • Highly self-motivated with a collaborative approach.
  • Speaking Mandarin is advantageous but not mandatory.
  • A company to be proud of

    Computershare (ASX : CPU) is a world leader in financial administration with over 12,000 employees across 21 different countries delivering expertise to over 25,000 clients.

    At Computershare, it’s more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of the world of opportunities we have available.

    With infinite possibilities, we could take you anywhere. #worldofpotential

    Rewards designed for you

    Employee Share Plan. Set aside salary to purchase shares in our company and you’ll increase your investment when you receive a generous company contribution towards additional shares.

    Save for Your Future. We will support you along your retirement savings journey.

    Paid time away from work. Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you.

    Extra Rewards. From tuition reimbursement to cash bonus recruitment referral programs, our comprehensive benefits package offers a multitude of options.

    A diverse and inclusive place to work

    Computershare celebrates the diversity of our people, and we welcome applications from everyone.

    We believe that having a culture of inclusion is essential in delivering good results. Attracting, retaining, and developing a diverse workforce where employees feel valued, respected, and empowered allows people to reach their full potential.

    As a business this diversity helps us to better reflect and understand our customers’ needs to allow us to drive better outcomes.

    We are happy to accommodate individual needs during your application journey. If you require disability accommodations or adjustments, please email us at detailing your requirements and contact information.

    Computershare is an equal opportunity employer. Qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.

    Covid-secure

    We’ve kept our business running during the pandemic by moving most of our employees to remote working, and by creating and maintaining a safe environment for those people who need to be in the office.

    We carefully limit the amount of people at our locations and ensure that those who cannot work remotely are kept safe with proper distancing and protective equipment.

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