Financial Trading Applications Support Analyst

Citi • Jacksonville, FL

10d

About The Position

Acknowledge, investigate, and resolve user-reported incidents and automated alerts via ServiceNow Act as a liaison between users/traders, internal technology teams, and vendors to coordinate issue resolution for trading apps Analyze ticket content, gather user information, and review log files to perform root cause analysis Utilize internal knowledge bases and runbooks to expedite issue resolution and create problem tickets for escalation to L3/Development teams Analyze incident trends to identify opportunities for permanent resolutions and support volume reduction Review and deploy application changes using uDeploy during designated "green zone" periods, strictly adhering to implementation and rollback plans Perform post-release checkouts and validation following application and infrastructure updates Monitor application health and performance using tools such as ITRS, Splunk, AppDynamics, Prometheus, and Grafana, taking proactive measures to prevent user impact Develop and maintain comprehensive technical support documentation, procedures, and knowledge base articles

Requirements

• 2+ years' experience in Application/Production Support, or an equivalent role in Information Technology/Application Development
• Basic fundamentals and hands-on experience with Linux/Unix environments
• Fundamental knowledge of or experience with SQL queries and data analysis methodologies
• Basic understanding or experience with monitoring platforms (e.g., ITRS, Splunk, AppDynamics, Prometheus, or Grafana)
• Proficiency with incident/problem management tools such as ServiceNow, JIRA, or BMC Remedy
• Understanding of networking fundamentals, including TCP/IP, DNS, Load Balancers, and Firewalls
• Familiarity with any programming language
• Bachelor's/University degree or equivalent work experience

Nice To Haves

• Any experience with job scheduling tools (e.g., Autosys, CRON, or Control-M) is a big plus

Responsibilities

• Acknowledge, investigate, and resolve user-reported incidents and automated alerts via ServiceNow
• Act as a liaison between users/traders, internal technology teams, and vendors to coordinate issue resolution for trading apps
• Analyze ticket content, gather user information, and review log files to perform root cause analysis
• Utilize internal knowledge bases and runbooks to expedite issue resolution and create problem tickets for escalation to L3/Development teams
• Analyze incident trends to identify opportunities for permanent resolutions and support volume reduction
• Review and deploy application changes using uDeploy during designated "green zone" periods, strictly adhering to implementation and rollback plans
• Perform post-release checkouts and validation following application and infrastructure updates
• Monitor application health and performance using tools such as ITRS, Splunk, AppDynamics, Prometheus, and Grafana, taking proactive measures to prevent user impact
• Develop and maintain comprehensive technical support documentation, procedures, and knowledge base articles

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level