Application Support Engineer

Senior Analyst - Business Systems

The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers.

Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.

That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.

Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

For our business, for clients, and for you

Application Support Analyst

Role Location: Sofia, Bulgaria

Department: IT

Employment Type: Full time

Role purpose

The role of Application Support Analyst will be part of the group function. As an Application Support Analyst, you will be the primary contact for supporting, maintaining, and configuring core line business and supporting applications. The successful applicant will be responsible for tasks such as investigating, prioritizing, and resolving service desk tickets related to various incidents and requests for the applications in scope, as well as coordinating and deploying new releases and application upgrades.

Role Responsibilities:

• Working as a part of a global team to provide application support across a number

of applications in APEX Group.

• Prioritization and resolution of tickets related to the core line business

applications including troubleshooting incidents and responding to service

requests as per the service catalogue.

• Define new services when required and perform regular updates of the service

catalogue.

• Liaising with business vendors and development team regarding incidents,

requests, and project related tasks/items.

• Provide input and support to project related tasks such as new application

implementations, new application upgrades and releases.

• Follow the IT change management process when perform any changes in both

PROD and NON-PROD environments.

• Develop and provide effective dashboards and regular reports to support

leadership and project teams.

• Offer new ideas and act as subject matter expert (SME) for the

applications/software products in scope.

• Create and maintain sufficient technical documentation and knowledge base and

standard operating procedures (SOP`s).

• Provide response and deliverables related to audit and compliance requests.

Skills Required:

• Excellent IT skills with the ability to learn new systems and processes with ease.

• Experience with fund administration applications.

• Experience in supporting core line business applications.

• Experience working with IT service management system (ITSM) such as Service

Now.

• Experience working as a part of a team.

• Excellent attention to detail, prioritisation, and organisation skills.

• Hands-on experience with Microsoft technologies such as SQL, IIS, .NET etc.

• Experience with MS Azure is desirable.

• Knowledge of fund administration, transfer agency, payments, and associated

technologies.

• A flexible approach and the ability to engage well with Apex business teams.

• Excellent communication and stakeholder management skills and ability to build

strong working relationships.

• Understanding of the software development life cycle and agile is also an

advantage.

• Excellent time management and decision-making skills.

• Strong problem solving, troubleshooting and analytical skills are essential.

• Ability to work effectively both alone and as part of a team, experience with dealing

with 3rd party support and development teams.

• Multi-tasking – can manage several concurrent projects/tasks and prioritise

demands.

• Excellent interpersonal, oral, and written communications skills. Friendly and

patient manner in dealing with users seeking support.

• Familiarity with GDPR and data security

• Experience with applications such as PureFunds, Paxus, Integridata EAS is a plus.

Qualifications:

• Batchelor Degree Level education or equivalent qualifications/work experience

• ITIL qualification is a plus.

What you will get in return:

• A genuinely unique opportunity to be part of an expanding large global business.

• Working with a strong and dynamic team

• Training and development opportunities

• Exposure to all aspects of the business, cross-jurisdiction and to working with

senior management directly.

Additional information:

We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race,

colour, nationality, ethnicity, age, sexual orientation, socio-economic, responsibilities for dependants, physical or mental disability. Any hiring decision are made based on skills, qualifications, and experiences.

We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society, and the planet.

For more information on our commitment to Corporate Social Responsibility (CSR) please visit https://theapexgroup.com/csr-policy/

Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.

Experience Level

Senior Level