Applications Support Analyst (Hybrid)

About Fastmarkets

Fastmarkets (FM) is an independent commodity pricing and information organisation with over 500 staff. We are fuelled by values that brings us all together and are united by a collective passion to make a difference.

Fastmarkets is the most trusted Price Reporting Agency (PRA) in the metals, mining, agriculture, forest products, and energy transition markets. Our price data, forecasts, and market analyses give our customers strategic advantage in complex, volatile, often opaque markets. Our events provide forums for market participants to come together, trade, and talk through the critical issues of our times.

We are making a difference. Fastmarkets works to create transparent commodity markets through our reliable and trusted price data and market intelligence. The markets we serve are central to how economies work and are essential for our lives. By doing this, Fastmarkets helps our customers build a more sustainable world. We are built on a 130-year foundation while bringing a digital platform to market, combining the currency of trust with the power of digital.

Most importantly, we are fuelled by our teams that, across the globe, making the amazing possible. With a deep sense of purpose and belonging, we are building an extraordinary future -- together. If you would like to help build the future, we hope you will join us on our journey.

Fastmarkets was founded in 1913 (as Metal Bulletin) and is a privately held UK-registered company. It is owned by global private equity firm Astorg, a specialist investor in healthcare, software, technology, business services and technology-based industrial companies.

The Role

• Fastmarkets requires an Application Support Analyst to join our team to provide comprehensive IT application support services in an operational environment. This role is pivotal in ensuring smooth day-to-day operations, maintaining system reliability, and delivering exceptional user support across our digital applications ecosystem.

  The successful candidate will be responsible for monitoring production environments, handling incident and service request tickets through IT Service Management (ITSM) system queues, and ensuring continuity through effective queue management and user communication.

Principal Accountabilities

• IT Service Management
• IT Operations
• Site Reliability Engineering Team
• Development Teams
• End Users across Fastmarkets
• 3rd Party Vendors & agencies

KEY RESPONSIBILITIES

ITSM Queue Management & Ticket Handling

• Monitor ServiceNow and Jira queues hourly, responding to new tickets within agreed timescales
• Triage and prioritize tickets using established priority system (P1-P5 classification)
• Handle incident and service request tickets end-to-end, ensuring SLA compliance
• Maintain organized queues with regular status updates and progress tracking

Technical Support & System Monitoring

• Deliver comprehensive support for Fastmarkets applications utilising Office 365 and Atlassian product suite (Jira Helpdesk, Confluence)
• Monitor production environments regularly using monitoring tools to maintain system performance and health
• Perform scheduled maintenance tasks to prevent system issues
• Document all changes made to production environments following change management procedures

Incident Response & Escalation

• Respond to P1 (Critical) incidents according to Standard Operating Procedure (SOP)
• Follow established incident response times according to Standard Operating Procedure (SOP)
• Escalate complex technical issues to appropriate development teams when resolution exceeds support team capabilities
• Coordinate between ServiceNow and Jira systems for seamless ticket management and escalation

Problem Management

• Track and update new and existing Problem records in ServiceNow
• Track and escalate (where necessary) outstanding investigative or preventative measures and tasks
• Carry out RCA (Root Cause Analysis) using existing methodology on new and retrospective Problem Records
• Chair RCA meetings for new and retrospective Problem Records when required,
• Carry out trend analysis for pro-active and re-active Problem Management

User Communication & Support

• Provide clear, timely communication to end users regarding ticket status and resolution progress
• Conduct user education to prevent common issues and improve self-service capabilities
• Maintain professional communication standards via Teams, phone, and email throughout working hours
• Confirm issue resolution with requesters before closing tickets

Operational Continuity

• Participate in ticket handover procedures to ensure 24/7 operational awareness
• Maintain team knowledge of all assigned tickets, status, and background information
• Cover team members' operational tasks as second highest priority after incidents
• Ensure BAU operations take precedence with incidents as the top priority

We recruit talented, dynamic people with diverse backgrounds and experiences, all united by a belief in our mission to provide the world’s leading and most trusted price reporting, events, and intelligence service for the markets we serve. We’re proud to be an equal opportunities employer and are committed to creating a fully inclusive workplace, where everyone feels able to participate and contribute meaningfully.

If you are open-minded, curious, resilient, solutions-oriented and committed to promoting equality, then read on...

KNOWLEDGE, EXPERIENCE AND SKILLS

We are looking for an individual who is highly motivated, driven, and have a passion to be part of a fast-paced, successful team. Being a strong team player is also important as well as someone who is happy to work flexibly.

Problem Solving

• Strong analytical skills to diagnose and resolve technical issues promptly
• Ability to triage and prioritize multiple concurrent issues effectively

Communication and Collaboration

• Excellent verbal and written communication skills in English
• Ability to clearly articulate technical information to both technical and non-technical audiences
• Effective liaison skills with cross-functional teams and external stakeholders

Software Proficiency

• Competent in Office 365 tools, Atlassian product suite, Jira, Confluence. Microsoft tools, Teams, and Outlook
• Experience with ITSM platforms (ServiceNow or Jira preferred)
• Desirable but not essential: Azure, Windows Server, Networking

Operational Excellence

• Strong organizational skills for queue management and ticket tracking
• Ability to work under pressure and meet SLA timeframes
• Experience with incident management and escalation procedures
• Understanding of change management processes

Responsiveness

• Ability to respond promptly to support queries within established SLA timeframes
• Availability during standard business hours with immediate response capabilities for critical incidents

If you're excited about the role but your experience, skills or qualifications don't perfectly align, we encourage you to apply anyway.

Our Values

Fastmarkets people come from all different walks of life. It’s this mix of brilliant personalities, experiences and insights that gives us that warm, open, and friendly culture you can feel as soon as you meet us. But however wonderfully different we all are, there are six things we all have in common – and they form our Fastmarkets values.

Created by our own employees to reflect some of the personal traits that Fastmarkets people have, our values are key to what makes our culture unique. They reflect who each of us are and they're embedded in everything we do. Our values are:

• METRICS DRIVEN. We use insights to improve our customers’ experience and our business performance
   
• ACCOUNTABLE. We are accountable to ourselves and those we work with: we keep our promises and get things done
   
• GROWTH MINDSET. This value enables us to be nimble to the changing realities and operate with a sense of urgency
   
• INCLUSIVE. We are inclusive and respectful, celebrating each of us and giving everyone a deep sense of belonging with the desire to bring their best self to work every day.
   
• CUSTOMER CENTRIC. We are customer-centric in all that we do
   
• COLLABORATIVE. We are collaborative, able to work across teams and capitalise on the diversity of intellect, perspectives, and experiences.

You’ve read a little about us – now it’s over to you!

If you like what you’ve read so far and think you can see yourself as a Fastmarkets person, it’s time to fill in your application form. This form is an important part of the selection process: it’s used to determine whether or not you’ll be chosen to have an interview and acts as a basis for the questions we’ll ask you on the day.

It’s vital that you try to capture all the relevant information we have asked for on the form so we can get a good feel for who you are and why you’re great.