Principal Application Support Analyst

EDF Trading

  • London
  • Permanent
  • Full-time
  • 1 month ago
Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!When you join EDF Trading you’ll become part of a diverse international team of experts who challenge conventional ideas, test new approaches and think outside the box.Energy markets evolve rapidly so our team needs to remain agile, flexible and ready to spot opportunities across all the markets we trade in: power, gas, LNG, LPG, oil and environmental products.EDF Group and our customers all over the world trust that their assets are managed by us in the most effective and efficient manner and are protected through expert risk management. Trading for over 20 years, it’s experience that makes us leaders in the field. Energy is what we do.Most of all, we value our people. Become part of the team and you will be offered a great range of benefits which include hybrid working, a personal pension plan, private medical and dental insurance, bi-annual health assessment, corporate gym memberships, electric car lease programme, childcare vouchers, cycle to work scheme, season ticket loans, volunteering opportunities and much more. We even provide free fruit to keep you healthy.Gender balance and inclusion are very high on the agenda at EDF Trading so you will become part of an ever-diversifying family of around 800 colleagues based in London, Paris, Singapore, Tokyo and Houston. Regular social and networking events, both physical and virtual, will ensure that you always feel connected to your colleagues and the business.Who are we? We are EDF Trading, part of the EDF Group, a world leader in low-carbon sustainable electricity generation partnered with JERA, one of Japan’s largest utilities; the perfect organisation at which to begin or progress your career in the commodities sector.Join us, make a difference and help shape the future of energy.Job Description:Responsibilities:
  • Manage, lead, mentor and develop support team, with a range of experience, in a fast-paced, highly technical environment
  • Sets and communicates support team goals and objectives
  • Deliver performance feedback, reviews, and staff development for the application support team
  • Ensure high levels of customer satisfaction with respect to volume of requests, response times and quality of service
  • Provide feedback, training, and coaching to maintain/increase overall staff performance levels
  • Act as a subject matter expert for software support issues
- resolving complex customer inquiries and problems;
- responding to escalated customer issues timely and through to resolution; and
- negotiating solutions based on client needs and company policies
  • Review product changes and defects with development teams and provide them with feedback to improve the overall product
  • Establish and monitor support team’s tickets and metrics and develop plans to help reduce reoccurring tickets in problem areas
  • Meet regularly with the team to review tickets, status, metrics, and overall progress
  • Recruits, hires, and retains individuals with skills, knowledge and experience necessary to enable the organization to meet departmental needs
  • Effectively estimates complex work requests with requirements, specifications and documentation of ongoing support processes
  • Manage production changes in accordance with lifecycle methodology; risk guidelines; and overall departmental governance protocols
  • Manage the creation and maintenance of application Service Level Agreements, root cause analysis, and management communication protocols
Requirements:
  • General Ledger or Credit Systems support experience is required. EDF applications include, Sun Systems, Paragon, SharePoint Concur, Blackline and others
  • Bachelor's degree or higher in Computer Sciences, Management Information Science, or Business. Equivalent work experience may substitute for degree requirement
  • 7+years of Technology experience
  • 5+ years of experience in a management capacity
  • 5+ years of Infrastructure/ Application Support experience
  • Strong relational database experience using MS SQL Server is required including database structures (fields, tables, stored procedures, views, performance tuning, etc.)
  • Advanced Excel (incl. VBA)
  • Excellent conflict management, relationship building, partnering and team building skills is required
  • Ability to mentor, coach, lead, supervise and develop effective teams
  • Ability to plan and set goals to meet business results
  • Excellent interpersonal skills including verbal and written communication skills to technical and non-technical audiences
  • Exceptional customer service skills
  • Proficient research, decision making and problem solving skills involving troubleshooting complex and never-seen-before business and technical issues and root cause analysis
  • Strong organizational and time management skills involving project planning and leadership as well as effectively management multiple work streams of varying degrees of complexity
  • Knowledge and application of .NET framework (involving HTML, XSL, XML, and related technologies) is preferred
  • Experience in supporting a 7 X 24 hour environment

EDF Trading