Application Support Analyst

Company Overview

Gunvor Group ranks among the world's largest independent commodity trading firms by volume, specializing in creating effective logistics solutions to transport physical energy from origin to demand points safely and efficiently. Their strategic investments include shipping, refineries, pipelines, storage, and terminals to optimize the global energy supply chain. In 2025, Gunvor reported revenues of USD 144 billion handling 253 million metric tons. Main trading hubs include Geneva, Singapore, Houston, Stamford, Calgary, Dubai, and London, together with offices worldwide.

Role Summary

The Application Support Analyst role focuses on managing end-user issues and inquiries, offering business analysis as well as secondary functional and technical support within Singapore and Shanghai business units. This position primarily supports critical applications related to trading systems for oil and energy commodities.

Key Responsibilities

• Deliver second-level application support aligned with service level agreements directly to local users via phone, video calls, email, and instant messaging tools.
• Log, respond to, escalate, and resolve user incidents and requests promptly using Gunvor’s Freshservice-based service management platform.
• Provide application assistance to Front-Office and post-trade users, including data manipulation, report generation, adhering to development standards.
• Drive continuous improvement in customer satisfaction and nurture client relationships in a service-focused manner.
• Serve as the main contact for escalated issues ensuring quick resolution of critical problems.
• Develop and maintain a detailed knowledge base documenting incident resolutions, business processes, and operating procedures.
• Research recurring problems to identify root causes and collaborate with development and QA teams to implement lasting fixes.
• Maintain regular communications with users about their requests until completion.
• Escalate complaints or potential difficulties to the Application Support Manager.
• Collect user feedback to enhance support services and identify improvement potentials.
• Coordinate business analysis tasks including understanding Front Office, Risk, and Back Office functions, gathering and documenting business needs, drafting functional specifications, and liaising closely with IT development teams.
• Identify process and system enhancement opportunities to improve efficiency and support application usability.
• Perform other duties assigned by management.

Required Skills and Experience

• Minimum four years’ experience in application support or business analysis roles.
• At least two years working in commodity trading environments.
• Proven experience supporting CTRM/ETRM solutions (covering physical and financial trade lifecycles).
• Strong customer service skills with Front Office and post-trade teams.
• Solid knowledge of trading risk factors such as position management, profit & loss, and mark-to-market valuation.
• Knowledge of Japanese power trading is advantageous.
• Familiarity with database design including proficiency in SQL and reporting tools.
• General IT competencies including advanced use of MS Office, particularly Excel.
• Experience with market data feeds and commodity exchanges such as Bloomberg, Trayport, ICE valued.
• Technical understanding of application and database development practices.
• Team-oriented mindset with flexibility and initiative to proactively meet business support needs.
• Strong ability to prioritize tasks effectively in a fast-paced and deadline-driven environment.
• Excellent problem-solving skills, customer-focused approach, and high service quality commitment.
• Self-driven, organized, creative, and proactive work style.
• Excellent communication and interpersonal skills suited for multicultural and technical/non-technical stakeholders.
• Fluent English proficiency, both written and spoken.

Application Encouragement

Qualified candidates are encouraged to apply for this challenging role cultivating operational excellence and client satisfaction.