Application Support Analyst

Argus is where smart people belong and where they can grow. We answer the challenge of illuminating markets and shaping new futures.

What we’re looking for

Argus is a fast-growing global B2B media company providing essential information on commodity markets. As a business, we continue to grow and evolve, adding new markets, new services, new delivery options and improved analytical tools. Technology is central to everything we do and as such we have invested heavily in our in-house development teams who deliver industry leading, web-based solutions. The development teams use some of the latest web technologies working on Greenfield projects and applying modern development practices. All projects are run using Agile practices.

Working as part of the Argus technology department in our Houston office, the Application Support Analyst will be an important interface between the UK based engineering teams, product management and customer-facing teams. You will be responsible for triaging incoming support requests, provide prompt responses, analysing the solution options and define a clear route to resolution.

What will you be doing

• Maintain a thorough working knowledge of our applications and support tools.

• Manage and prioritize of support issues via Jira, Smartsheet and or other suitable tooling.

• Investigate, reproduce and analyse reported internal and customer queries.

• Support internal teams and customers through to resolution.

• Effectively communicate with internal teams and customers on resolution status and progression.

• Manage access to admin and support tools.

• Maintain application specific configuration and changes.

• Manage the daily web scraping process, and the day-to-day operation of the data pipeline.

• Help to identify data anomalies as part of the QA process.

• Facilitate regular exchange reporting and data cleansing processes.

• Maintain documentation as required in Confluence and SharePoint.

• Liaise with other Application Support staff to share knowledge and cover workloads.

Skills and Experience

• Good problem solving and investigating skills.

• A customer service mindset.

• Experience of managing support tickets, communicating status updates and problems clearly, and prioritising workload.

• Experience of business-critical applications with short turn arounds and high priorities.

• Able to explain technical issues to both technical and non-technical people.

Desirable

• Experience of working in an agile software development environment.

• Experience of JIRA & Confluence.

• Good excel and basic SQL knowledge.

• Experience working in a high availability / critical application support role.

Attributes

• Self-motivated, confident and results driven individual
• Highly organised to manage own workload and efficiently meet targets
• Courteous, friendly, and positive

What’s in it for you

Our rapidly growing, award-winning business offers a dynamic environment for talented, entrepreneurial professionals to achieve results and grow their careers. Argus recognizes and rewards successful performance and as an Investor in People, we promote professional development and retain a high-performing team committed to building our success.

• Competitive salary
• Hybrid Working Policy (3 days in Mumbai office/ 2 days WFH once fully inducted)
• Group healthcare scheme
• 18 days annual leave
• 8 days of casual leave
• Extensive internal and external training

Hours

This is a full-time position operating under a hybrid model, with three days in the office and two days working remotely. Office hours are Monday through Friday from 09:00 to 18:00, with a one-hour lunch break.