Application Support Analyst

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Summary of Company

Gunvor Group is one of the world’s largest independent commodities trading houses by turnover, creating logistics solutions that safely and efficiently move physical energy from where it is sourced and stored to where it is demanded most. With strategic investments in energy infrastructure—shipping, refineries, pipelines, storage, and terminals —Gunvor further generates sustainable value across the global supply chain for its customers. In 2025, Gunvor Group generated US $144 billion in revenue on 253 million metric tons of turnover. The Group’s main trading offices are in Geneva, Singapore, Houston, Stamford, Calgary, Dubai, and London, with a network of more than 20 representative and other trading offices around the globe. More information can be found at GunvorGroup.com

Overview of Role

The role involves handling end-user issues and inquiries, with primary responsibility for providing business analysis and second-level functional and technical support to business users in Singapore, Shanghai. The position will focus on supporting business-critical applications, including trading systems across a range of oil and energy commodities.

The Application Support Analyst will serve as a key liaison between technical teams, business stakeholders, Business Analysts, and Database Administrators, ensuring the effective and seamless delivery of application support services.

Main Responsibilities

Application Support Responsibilities 70-80% 

• Provide direct 2nd Level support within the agreed Service Level Agreement (SLA) to local users, also with the use of telephone and other collaborative tools, such as VC and video phones, email and instant messaging.
• Ensure all incoming incidents/calls are logged, responded to and attention to detail, escalated and closed in a timely manner (as per SLA), using Gunvor’s service management tool based on Freshservice.
• Provide application support to Front-Office and other post-trade users, including data manipulation, extracts, generation of reports… based on the company’s development standards.
• Continually seek opportunities to increase customer satisfaction and deepen client relationships in a service-oriented manner.
• Act as the primary point of contact for escalations and ensure critical issues are addressed promptly.
• Build and maintain a comprehensive knowledge base by documenting incidents, resolutions, business processes, and functional procedures.
• Proactively investigate recurring issues, identify root causes, and collaborate with development and QA teams to implement sustainable solutions.
• Ensure the users/requestors are regularly updated on their calls/requests until closure.
• Escalate any complaints or potential issues to the Application Support Manager.
• Gather feedback from end-users to improve support services and identify opportunities for enhancements.

Business Analysis Responsibilities 20-30%

• Act as a key liaison between business users and IT teams, developing a strong understanding of Front Office, Risk, and Back Office processes.
• Gather, analyse, and document business requirements and enhancement requests from users.
• Translate business needs into clear functional specifications and communicate requirements to development teams.
• Collaborate with stakeholders to identify process improvements, operational efficiencies, and system enhancement opportunities.
• Collect and analyse end-user feedback to improve application functionality, usability, and support services.
• Build strong relationships with Front Office, Risk, and Back Office stakeholders to ensure business needs are fully understood and addressed.
• Ad hoc duties as assigned by managers

Profile

• Hands-on experience of minimum 4 years in an application support/business analysis function role
• 2-4 years’ experience minimum in Commodity Trading environment
• Previous hands-on experience on functional support for CTRM/ETRM software (physical & financial/paper), and full understanding of the physical trade life cycle and related processes
• Experience of providing excellent customer service to front office and post-trade departments.
• Strong knowledge of trading risk concepts, including position, P&L and mark-to-market valuation.
• Knowledge of Japanese Power trading business would be a plus
• Good understanding of database design, able to use SQL and creating reports
• General skills on ICT technologies, Including excellent knowledge of MS-Office, particularly Excel and related packages
• Knowledge of any market data/news feeds, commodity exchanges e.g. Bloomberg, Trayport, ICE, etc…
• Technical knowledge of applications and database design/development techniques
• Team player with ability to exercise flexibility, demonstrate initiative for ensure the business support needs are met in a proactive manner with minimum supervision
• Ability to manage and prioritize multiple tasks in a fast-paced, deadline-driven environment.
• Strong problem-solving and troubleshooting skills, demonstrate service-oriented approach, an understanding of the customer’s business needs and be able to achieve and maintain high customer satisfaction rating
• Be self-motivated, creative and highly organized, proactive
• Excellent communication and interpersonal skills to interact effectively with both technical and non-technical stakeholders in a multi cultured environment.
• Fluent in English (spoken and written)

If you think the open position you see is right for you, we encourage you to apply!

Our people make all the difference in our success.