Systems Analyst
Diabetes Youth Families
LinuxServiceNowSQLVMware
Job Level
Mid-LevelSenior
Tech Stack
LinuxServiceNow
About the role
- Serve as primary point of contact for customer queries via support desk calls, trading platform tickets, or the customer ticket portal
- Troubleshoot front-end and back-end issues using log files, issue replication, and platform knowledge
- Analyze front-end and back-end logs (Kibana/ELK) to diagnose and resolve issues
- Recognize high-priority incidents, perform initial troubleshooting, and escalate to Engineering or Site Reliability teams as needed
- Maintain accurate case documentation, track incidents from report through final resolution, and provide regular status updates to clients
- Provide feedback to product and engineering teams on recurring issues and potential enhancements
- Communicate professionally and clearly with clients and coordinate with Engineering, Site Reliability, Product, and Operations teams
- Contribute to knowledge sharing via documentation, training, and support wikis (Confluence)
- Use core support tools including ServiceNow, Kibana/ELK, Slack, Webex, Confluence, and Google Gemini for communication and troubleshooting
- Be online and responsive during assigned working hours and participate in occasional weekend/holiday coverage or mock trading sessions
- Collaborate on PTO scheduling and desk coverage to ensure continuous customer support
- Take ownership of assigned cases, maintain high quality of troubleshooting and documentation, manage time effectively, and adhere to company policies and procedures
Requirements
- Fluent in English (Business Level) with excellent written and verbal communication
- Strong phone and interpersonal skills; passion for delivering exceptional customer service
- Experience supporting a derivatives trading platform or similar financial system
- Comfortable working across Windows, OS X, and Linux environments
- Strong investigative and diagnostic/problem-solving skills
- Collaborative mindset and willingness to assist colleagues and share knowledge
- Demonstrates dependability, adaptability, initiative, and professionalism in a fast-paced environment
- Familiarity with ServiceNow, Jira, ELK/Kibana, Slack, Confluence, and other ticketing or communication tools
- Exposure to FIX Protocol 4.0 or higher is a plus (optional)
- Willingness to occasionally work evenings/weekends when operational needs dictate
