Associate - Global Finance Application Support – ITSM (BA + Support)

Position Summary As a member of the worldwide IT support team, your duties will encompass handling enhancements and projects on the IT systems used for the Trade Finance business line, providing level 1 & 2 technical support, and working on alternative shifts to ensure prompt incident management. Strong collaboration with headquarters and vendors is essential. Main

Application Support & Incident Management Provide Level 1 IT support for Trade Finance applications on the Finastra platform . Log, track, and manage incidents and service requests through the ticketing system . Perform first-line troubleshooting for issues related to LC, Collections, Guarantee, and Billing.

Escalate unresolved issues to Level 2/Level 3 support teams. Monitor system alerts to ensure timely resolution. Transaction & System Issue Resolution Investigate and resolve issues related to Letters of Credit , Documentary Collections , and Bank Guarantees .

Assist users in resolving data entry errors and system exceptions. Perform basic data extraction and transaction corrections. User Support & Communication Act as the first point of contact for system issues.

Provide guidance on Finastra tool navigation . Communicate clearly on incident status and resolutions. Maintain a professional relationship with stakeholders.

Monitoring & Reporting Track and report on open incidents and SLA breaches. Contribute to operational health reports . Identify patterns in recurring issues and escalate for perm