Application Support Analyst

Location: Wanchai, Hong Kong

In this office-based position you’ll experience a supportive approach to your wellbeing and continuous learning opportunities in our friendly and inclusive workplace. Find out more at computershare.com/flex.

We give you a world of potential

Computershare is renowned for its expertise in data management, high volume transaction processing, payments and communications. Many of the world’s leading organizations use these core competencies to help maximize the value of relationships with their investors, employees, creditors, members and customers. 

Our vision is to leverage our global network, specialized technology, local and global financial markets expertise and unsurpassed service levels to keep Computershare at the forefront of the industry. As the perfect partner for organizations seeking consolidated tailored solutions and superior service, we constantly strive to widen the gap in quality between us and our competitors. 

Computershare Technology Services (CTS) provides global technology and infrastructure/support services for existing Computershare proprietary software together with a full range of development services for new products.

CTS globally has approximately 1,500 employees and is made up of Service Delivery, Development Centre of Excellence, Digital Centre of Excellence and 6 technology groups aligned to our global business lines. 

The Application Support Analyst role is part of the Global CTO group and responsible supporting maintaining and managing the application portfolio utilised by the Computershare business and customers.

A role you will love

As an Application Support Analyst, you will be responsible for troubleshooting issues, supporting day-to-day requirements of our business units/clients, providing analysis and recommendations on existing technical solutions, playing a key part in technical projects and ensuring a quality service is provided to our clients. 

The position works closely with the Service Management and Development teams, utilising the core ITIL principles in Change, Release, Incident and Problem management as well as supporting the successful delivery of new services/applications into the production environment.

Some other key accountabilities will include:

Incident and Support:

• Issue debugging and incident management

• Perform data and system analysis

• Successful management of change into production 

• Manage releases and system upgrades into live systems

• Ensure system stability and management of environments

• Monitor systems and act on alerts and system events

• Active involvement in service transition from development teams

• Maintain and update knowledge bases for support group

Implementation and Deployments

• Deliver and support IT projects

• Complete system configuration 

• Support key business events and data migrations 

• Work with other technical teams (Development, Infrastructure, external Vendors), to deliver continued service improvement and when needed, determine root cause of issues.

Communication & Documentation:

• Collaborate with individuals and teams to promote knowledge sharing

• Escalate risks and issues to the Team Lead / Management as appropriate

• Gather and document knowledge gained on known issues into an indexed knowledge base

• Maintain environment configuration documentation.

• Provide timely and accurate updates to stakeholders

Quality Control / Continuous Improvement:

• Analyze support enquiries to identify recurring user problems, recommend solutions and identify areas where support services can be improved

• Suggest ways to improve existing processes and/or create additional ones to improve quality and efficiency 

What will you bring to the role?

• 3-5 years in a relevant business or IT related support role

• Strong analytical, troubleshooting and debugging skills, with the ability to collect and analyze complex material and data, and present it in accessible formats

• Strong customer-facing and communication skills - written and verbal, with a high attention to detail

• Strong interpersonal skills - a good team player with proven ability to build and maintain strong relationships with clients, including international clients

• Experience of business analysis, release management and service delivery

• Ability to work under pressure and meet tight deadlines

• Understanding of ITIL framework, SDLC and DevOps concepts and methodologies

• Good working knowledge of SQL Server and T-SQL and/or Oracle DB/Server

• Experience with Web technologies or similar (HTML, XML, CSS, Javascript, AJAX, Web Services)

Rewards designed for you

Flexible work to help you find the best balance between work and lifestyle. 
Health and wellbeing rewards that can be tailored to support you and your family. 
Invest in our business by setting aside salary to purchase shares in our company, and you’ll receive a company contribution as well.   
Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future. 
And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub.