NEW JOB OPENING
APPLICATION SUPPORT ANALYST
IN Chicago, IL, USA!

***Only qualified Brokerage Production Support Analyst candidates located near the Chicago, IL area to be considered due to the position requiring an onsite presence***



SKILLS / EXPERIENCE:

• OMS – experience required in any OMS and Flextrade OMS is good to have

• FIX Messaging/Format experience

• 8-10+ years of experience in a technical business facing (face to face) role within a financial institution or similar preferred

• Excellent oral and written communication skills are required – Ability to speak to traders confidently

• In-depth Functional / Industry Knowledge is required – Brokerage / Sec Finance

• Highly flexible and adaptable to change

• Strong communication and interpersonal skills, along with a solid technical background are essential as is the ability to multitask in a fast paced environment

• Good understanding of software development lifecycle

• Ability to manage multiple issues in parallel and adapt to changing priorities

• Experience working in Onsite/Offshore model in particular supporting APAC, UK and US business lines

• Experience in incident management, understanding of ticket workflows and use of escalation

• Experience with ServiceNow/ITIL Methodologies is mandatory

• Problem resolution analytically and logically, to troubleshoot root cause and resolve production incidents

• Works closely with other technology teams such as Development, Vendors, Infrastructure and other software support teams



TECHNICAL SKILLSET:

• Expert / Extensive Knowledge of SQL is required to assist own teams during debug of Oracle/MS SQL/ Sybase

• Good to have, Scripting and automation (Python, Perl, PowerShell)

• Middleware, MQ/Tibco, Weblogic

• Java /.Net experience is mandatory but good to have – Ability to read and understand code

• HP Site scope, CA Introscope and Patrol monitoring tools. Power BI, Service Now



The client is seeking a Brokerage Production Support Analyst to provide Level 2/2.5 support for Capital Markets trading applications. The role involves managing technical and functional desk support for brokerage systems, ensuring high availability and reliability in a fast-paced trading environment. Candidates must have strong expertise in SQL, experience with Order Management Systems (OMS) like Flextrade, and familiarity with middleware technologies such as MQ and Tibco. The position requires direct interaction with traders and business stakeholders, making exceptional communication skills essential. Familiarity with ITIL frameworks and tools like ServiceNow is mandatory. The candidate should handle incident detection, root-cause analysis, and problem resolution while working collaboratively with global teams. They must be adaptable to changing priorities, provide on-call support, and maintain compliance with organizational standards. Knowledge of scripting and automation tools is a plus. Onsite work in Chicago is required at least three days per week. Prior experience in brokerage or capital markets applications is highly preferred.



PRINCIPAL RESPONSIBILITIES:

• Provide L2/L2.5 Support activities, Monitor and work collaboratively with other members of the global team, managing their day to day work and ensuring that all business queries / escalations are responded to on time

• Fast Paced environment, ability to manage stress and stressful situations from the trading desk

• Candidate should be able to work with Business partners to analyze and resolve their queries and ensure compliance to all controlled processes according to business and IT requirement

• Develop and maintain professional relationship with all stakeholders within IT and Business teams and provide support directly or indirectly via his/her team

• Candidate should have the knack to troubleshoot (review, analyze) production issues and use their team members and managers help to resolve issues that cannot be resolved independently

• Incident detection, root-cause investigation, problem management (ITIL)

• Effort to be put into understanding the in-depth knowledge of business unit / function

• Aim to grow into a subject matter expert on the business side of the application

• Carries out activities that are large in scope, cross-functional and technically difficulty

• Develops periodic goals, organizes the work, sets short-term priorities, monitors all activities, and ensures timely and accurate completion of the work

• IT Capacity planning and involvement

• Trading applications administration, change management, implementation, maintenance, compliance review

• Handling application malfunctions (e.g. input issues, EOD issue, data backup issue, MQ issue, reporting and blotter issues etc.)

• Managing Fire-call support including off-hours and weekend support

• Executing Lean programs that ensures less incidents are created and emphasis on resolving issues at root level

• Assistance in Metrics and audit reporting

• Review and Maintain DR documentation and participate in annual exercises

• Create regular status reports to management on application status and other metrics

• Build effective working relations with a wide variety of groups including clients, development, business, audit, compliance, and vendors (vendor management)

• Constant review of alerting incidents/requests and escalate production issues as needed to relevant teams and management

• Coordinate with various external teams including offshore support staff and assisting to analyze root cause efficient resolution of all production processes

• Candidate will be responsible to attend on-call after office hours including weekend to own, manage, run end2end High and Critical production issue

• Develop understanding of NT’s systems and products utilizing reference materials and support procedures

• Present IT in a professional manner, exhibit customer service values in line with NT’s A Approach

• Adherence to corporate standards at all times

• Assistance in training and maintain a very highly trained team globally

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**