Senior Systems Services and Support Analyst

What you'll do

• Serve as the primary L1 support contact for traders to resolve incidents with urgency and accuracy.
• Triage, diagnose, and resolve Tier I production issues across applications, desktops, infrastructure, and cloud services.
• Manage and document incidents in ServiceNow, including root cause identification and timely escalation.
• Perform weekend post-release validation, smoke testing, and system health checks for trading platforms.
• Support critical trading periods including market open/close and special trading events.
• Partner with development and infrastructure teams to restore services and prevent issue recurrence.
• Identify operational gaps and opportunities for automation or process improvement.
• Create and maintain operational documentation and end-user guidance for trading workflows.

What we're looking for

• Bachelor’s degree or equivalent practical experience in Information Technology, Computer Science, Finance, or a related discipline.
• 3+ years of experience in a production support, systems support, or service desk role supporting mission-critical applications.
• Strong understanding of investment and trading concepts, including order lifecycle, portfolio management, and market data usage.
• Experience supporting trading, portfolio management, or investment applications such as order entry or allocation tools.
• Strong hands-on experience with Windows desktop environments, Microsoft 365, and remote access technologies like Citrix.
• Experience supporting databases and writing SQL to assist with analysis and troubleshooting.
• Working knowledge of AWS-hosted applications and infrastructure; certification is a plus (preferred).
• Familiarity with market data platforms such as Bloomberg or FactSet (preferred).