Support Analyst

London, England, United Kingdom · 41002 - Support · Full time, Permanent


We are currently recruiting a technical support analyst who will join our growing team providing support to our clients and internal staff on a daily basis. Our support team is the first line support for our clients, playing a key role in acknowledging, understanding and investigating any issues that may arise with regards to our solutions or the AxiomSL platform. This role will require daily interaction with clients through our JIRA issue tracking system, email or interactive calls/meetings with the sole aim of resolving any issues as efficiently and quickly as possible. The role while part of the support team will include taking sole responsibility for many aspects of this process and working as part of a team to ensure that each issue is treated with the care and attention required. Other aspects of the role will include the internal development of processes, documentation and management of the internal infrastructure. The successful candidate will be expected to take responsibility and ownership of some of these operations giving updates directly to the Head of Service Delivery for EMEA. We are looking for someone who wants to take their career to the next level and help to develop both themselves and the company as we continue to grow. There are several internal opportunities to move on to other parts of the business as the successful candidate progresses within the role.

Our Company:

AxiomSL is the leading global provider of regulatory reporting and risk management solutions for banks, asset managers and insurers. It empowers clients with the tools they need to manage their financial, risk and operational requirements, and to comply with regulatory calculation and disclosure mandates around the world.

All of AxiomSL’s solutions are built on the same adaptable, high-performance platform. This gives clients a unique opportunity to reduce the cost and complexity of compliance by using one platform to manage all of their requirements globally. AxiomSL’s solutions are fully supported and are upgraded when rules and templates change. The unparalleled transparency offered by AxiomSL gives users the ability to drill down from the reports they produce to the calculations and source data they have used.

Key Responsibilities

* Creation and review of all communications related to Application Releases for clients and staff

* Facilitate the implementation, testing and release of patch/bug fixes for the application and solutions

* Lead on-site/remote client installations and prepare supporting documentation for this process

* Lead on-site/remote client support sessions

* Primary point of contact for client issue investigation and resolution

* Follow-up and provide updates to clients on outstanding issues

* Solely responsible for client JIRA project management and attendance at client issue tracking meetings

* Analysis of client issues and communication of issue resolution

* Escalation to Tier 2 support where required to resolve issues

* Office infrastructure support – Servers/Laptops/Communications

* Generation of MI reports using JIRA, Confluence and Excel tools

* Development of internal demo solutions for use by the sales team


* Experience of working on IT applications/systems preferably Business reporting applications

* Oracle, Microsoft SQL Server knowledge

* Knowledge and practical experience using Advanced SQL

* Business reporting concepts

* UNIX/LINUX environment navigation/common command experience

* Windows 7 environment navigation/common command experience

* Scripting knowledge (UNIX/Windows)

* Previous finance industry experience

* OO programming experience with experience of end to end development lifecycle

* Business analysis experience within the finance sector

* Experience using JIRA for issue tracking, reporting using JIRA platform

Desired Skills

* System administration (Unix or Windows)

* Microsoft Excel experience

* Multi-tier support process experience

Key Personal Attributes:

* Customer service focus

* Good communication skills

* Energetic

* Pro-active attitude

* Team Player

* Keen to develop and take responsibility

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