Investment Application Support Analyst - Private Equity Firm

• Experienced IInvestment and Trade Application Support Analyst, Engineer
• Experienced working in Financial, Investment, Tradeor banking sector

• Maintaining a close working relationship with key functional stakeholders to understand their business operations and system usage
• Work with the Head of Applications and the software vendor to understand system capabilities, configuration options and recommended approaches to usage
• Build expertise in eFront's administration and reporting capabilities
• Work with the business IT infrastructure team to understand the technical architecture and potential improvements
• Act as the first line support and primary point of contact for eFront technical questions
• Investigate and analyse application issues, notifying the appropriate business where applicable in a timely manner
• Ensure that all system faults and/or technical issues are logged, prioritised, tracked and resolved
• Maintaining a relationship with the vendor, including raising and resolving bugs, releasing patches and planning upgrades
• Perform day to day administration functions such as user account creation, user onboarding and access permission changes
• Put in place mechanisms to ensure the continuous running of the system in alignment with business requirements
• Develop processes to align with the business general controls environment
• Work with functional users to translate business needs into functional requirements for delivery
• Configure eFront including screen customisation, server scripts and access rights to meet business needs
• Write and maintain support documentation, incident management processes, technical specifications and user guides
• Manage the implementation of change without adverse impact to continuity of service and adhering to change policy and procedures
• Co-ordinate the preparation for and completion of system upgrades and user acceptance testing
• Monitor system performance metrics (availability, responsiveness etc) and take steps to address where necessary.
• Monitor and maintaining upstream/downstream data feeds to ensure maximum availability
• Draft and maintain adequate documentation of all policies, procedures and data management techniques established in the systems domain
• Custodian of all user procedures / reference manuals

• Experience providing systems support direct to end users
• Demonstrate high levels of customer service, including:

• Strong relationship skills
• Proactive identification and resolution of issues
• Following through on all commitments
• Experience dealing with senior end users in a fast-moving, demanding business environment (preferably investment management or other financial services business)
• Experience putting together end user documentation in the form of guides and in-system help (eg tooltips)
• Escalating bugs and other issues to the system vendor, following up and ensuring prompt resolution
• Working with external partners to deliver bespoke system customisation:

• Documenting requirements
• Testing changes
• Preparing user guides for new capabilities

• Strong familiarity with administration and configuration of an investment accounting system, such as:

• eFront (strong preference)
• Investran
• Geneva
• Good understanding of the business requirements for investment accounting and related functions in Private Equity or similar environment
• Good SQL skills
• Strong MS Office suite skills, particularly Excel

• Clear communicator with friendly and helpful manner
• Strong analysis skills
• Strong organisational skills
• Driven to provide top class service

Michael Page