Enterprise System Support Analyst

Enterprise System Support Analyst role sits between trading/business users, IT, and vendors, ensuring the company business critical systems (e.g. ETRM) run reliably and supports day-to-day energy trading operations. 

Core Responsibilities:

• Monitor system health and batch jobs across ETRM, ERP, and other enterprise applications.
• Handle production incident tickets (trades not booking, valuations wrong, reports failing)
• Support front-office, middle-office, back-office users
• Perform trade corrections and reprocessing
• Support end-of-day (EOD) and month-end closing
• Validate market data (prices, curves, indices)
• Basic SQL queries to investigate data issues.
• Monitor ETRM batch jobs and interfaces to peripheral systems (MarketView, ICE, SAP and other in-house systems). Attend to job failures and error logs, perform triage and manual re-run/correction.
• Log and maintain daily incident tickets. Timely attend to reported issues and user enquiries. Gather issue details, error messages, system logs, replication steps for further investigation.
• Help to manage vendor's SLA metrics.
• Create/update static data and user account access setup based on approved business requests.

Job Requirements:

• Diploma/Degree in Computer Science or Information Technology
  
• At least 3 years of business systems support experience.
• Worked in commodity trading industry or hands-on experience on ETRM systems will be an added advantage.
• Hands-on experience on application infrastructure support. Understanding of cloud servers and services, able to perform diagnosis and escalations on system outage.
• Basic SQL and troubleshooting skills, able to analyze application logs and perform simple debugging.
• Knowledge of ITIL processes and ticketing tools (ServiceNow, Jira, DevOps)
• Ability to communicate clearly with business users
•  Calm and structured approach under time pressure.
• Bilingual in both English and Chinese will be an added advantage.