Application Support Analyst (SG Americas Operational Services, LLC, Chicago, IL

Permanent contract|Chicago|Corporate & Investment banking

Application Support Analyst (SG Americas Operational Services, LLC, Chicago, IL

Chicago, United States Permanent contract Corporate & Investment banking


Provide second level application support for all AS400/GMI applications in order to troubleshoot and resolve application issues. Follow escalation processes, and consistently perform incident and problem management. Create and maintain current documentation on all applications supported. Understand and collaborate with internal partners to improve processes and make applications reliable. Help Develop an automated solution for Password Reset Utility to enable user’s self-control in resetting their user profiles. Transfer knowledge and consistently train rest of the team to ensure follow the sun support. Liaise with other branches in Europe, Middle East, North America and Asia Pacific (“EMEA/NA/APAC”) to improve teamwork. Create daily issue tickets and populate with all required info including resolution steps. Create and maintain all incident/problem tickets. Communicate issues/ resolutions with internal partners, while establishing proper customer service skills. Use strong communication skills (verbal and written) to respond to end users within timeframe dictated by the severity of the problem, and document and track the problem (including case histories, issues, and action steps). Collaborate with IT partners on issues and resolutions, pressing for improvements and resolution updates. Understand end to end management of specific projects. Ensure highest level of internal and external service, while following proper escalation procedures. Adhere to internal policies and ensure compliance with operation risk requirements such as Golden rules, security policies and regulatory requirements, in a timely manner. Manage, control, prepare and escalate risk within the scope of the position. Attend daily whiteboard sessions and prepare problem task and incident updates. Prepare and complete written and verbal turnover with support teams in other regions. Telecommuting may be permitted. When not telecommuting, must report to SG Americas Operational Services, LLC at 425 S. Financial Place, Suite 2400, Chicago, IL 60605. Salary: $125,000 per year.

Profile required

Minimum Requirements: Bachelor’s degree or U.S. equivalent in Computer Information Systems, Computer Science, Computer Engineering, Information Technology or related field, plus 3 years of professional experience supporting business processes in the financial services industry (including analyzing, developing, implementing, testing, and maintaining AS400/GMI applications).

Must also have the following: 3 years of professional experience using clearing systems and market technology; 3 years of professional experience working with financial professionals to identify IT application needs, identify problems, and develop feasible solutions to technical issues; 2 years of professional experience using “Follow the Sun” methodology in a global environment.

Business insight

CONTACT: Please email resume to: Must specify Ad Code MMLM in the subject line.

We are an equal opportunities employer and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.

Reference: 220000KX
Starting date: 2022/03/07
Publication date: 2022/01/06