nnAFEX is a trusted global payment and risk management solutions specialist with a heritage that dates back to 1979.
We offer a comprehensive range of global payment and foreign exchange services, including foreign currency drafts, wire transfers, risk management tools with designated Account Executives.
We can handle every aspect of a client’s foreign payment needs, from risk consultation to transaction execution.nn nn nn nnHappy to announce that we’re currently hiring for an Application Support Analyst to work in our office in Woodland Hills (currently remote due to current situation).nn nn nn nn Role: nn nn nn nnAs an Application Support Analyst, your role will include support, administration and maintenance of both in house and enterprise applications.
This includes but is not limited to Spectrum, Dealer Portal, Dashboard, CRM, AX, and banking software.
In this role you will be troubleshooting application issues, writing knowledge base articles, documenting bugs, occasionally training staff in existing business applications, and testing system upgrades.
Application Support Analysts provide technical support to the internal AFEX users, assist the Helpdesk and Online Support teams with escalated incidents for applications, and implement changes to applications in all environments.nn nn n nn nn n nn nn Responsibilities: nn nn nn Ensure each customer/user is provided with excellent customer service at all times Provide application support and resolve problems to the end user’s satisfaction Monitor and respond quickly and effectively to requests received through the Self-Service Portal Monitor the Application Support ticket queue and process first-in first-out based on priority Utilize and maintain the helpdesk tracking system; currently Service Manager Document internal procedures, troubleshooting steps, and known issues for the ERP system (Knowledge Base articles) Install, test and configure changes approved by the Change Control Board Document and report bugs found in applications Escalate tickets to the appropriate resource based on the reported problem, technology, location and skills required to ensure efficient, effective, and timely resolution Promptly answer incident and service requests routed to Application Support Ensure the accurate and complete logging of all incidents/service requests in helpdesk tracking system; currently System Center Service Manger (SCSM) Compile reports and gather information on an ‘as needed’ basis Assist with special projects as needed Occasional after-hours and weekend support Adhere to Change Management Policies and Procedures Adhere to TechOps/IT Policies and Procedures Adhere to deadlines set management and/or the business Remediate audit findings as assigned Communicate project status including tasks, iterations and milestones in a timely manner as required Comply with regulatory requirements Complete work assigned in an efficient and effective manner Continue to develop knowledge/education via certification classes Support and cultivate adoption of the company vision, mission and values within AFEX nn n nn nn Required Experience: nn nn n nn Associates degree in Computer Science or equivalent technical institution certificate.
Or, 3-4 years of work experience with various AFEX applications.
IT experience is preferred, but not required.
The ability to work with project teams and other infrastructure teams to deliver quality solutions in a fast-paced environment Solid experience with core operating systems and applications Strong project management and customer service skills Excellent written, spoken and interpersonal communication skills Ability to conduct research into systems issues and products required Ability to communicate ideas in both technical and user-friendly language Self-motivated and directed, with keen attention to detail Proven analytical and creative problem-solving abilities Experience working in a team-oriented, collaborative environment Exposure to ITIL Service Management International travel will be required occasionally Experience within financial industry highly desirable Experience supporting Enterprise Applications and databases in VMware environment Detail oriented; both in following directions and in documenting issues Working knowledge of a broad range of desktop based hardware and software and basic networking concepts Able to follow instructions, work under supervision, and multi-task Must be extremely reliable and possess good organizational skills nn nn nn nn nn Working Conditions and Physical Requirements: nn nn nn Ability to lift, move and inspect computers, printers and related equipment.
Capable of sitting for prolonged periods of time at a computer screen.
Ability to access all areas of the department with data processing or communication equipment.
Works in office conditions but may be required to visit other department locations with data processing and related communication equipment.
nn n nn nn n nn nn “AFEX is committed to offering equal employment opportunities to all employees and applicants for employment, without regard to their race, colour, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, or military or veteran status. AFEX complies with all applicable laws governing discrimination and harassment in employment in every location and jurisdiction in which the Company has facilities.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation and training.
Please review our GDRP policy on our career page for more information” nn nn nn