Customer Support Representative jobs

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The purpose of the role is as follows:

To support with run, change and strategic initiatives. The BA needs to understand and, or have worked on, the following product sets:

• OTC products
• Listed products

The BA needs to understand the end-to-end trade lifecycle, including communication and trade surveillance processes.

• Engagement with stakeholders to understand business problems and needs and translate those into detailed business and/or functional requirements that include process, data, and workflow specifications.
• Analyse and understand the end-to-end flow of the GM Tech and Data architecture and consider all touchpoints and impacts when analysing new business requirements or changes to existing business requirements.
• Identify and promote optimisation, re-use and standardisation opportunities within GM Tech and Data
• Build and maintain professional working relationships with all stakeholders, displaying excellent abilities to initiate dialogue, listen, advise, influence and negotiate to achieve positive outcomes.
• Initiate meetings with key stakeholders to track progress, manage expectations and ensure stakeholders’ requirements are delivered.
• Engage and collaborate with the vendor on suitable solutions for incidents, production issues or new requirements.
• Assist with query management in a timeous manner.
• Coordinate and participate in the test effort to ensure that the delivered solution meets agreed business requirements and functional/process specifications.
• Assist the Project Manager (PM) to facilitate relevant workshops to define project scope and other documentation needed in the Project Concept and/or Project Charter.
• Ensure all the business requirements, evaluations and recommendations of business solutions, assessments and feasibility analysis are documented.
• Assist the PM or Platform Lead by advising, investigating, estimating and calculating costs, timelines, resources and plans approval of the project stage business cases.
• Facilitate workshops in conjunction with the PM, Platform Lead or Business representative to obtain business user requirements in terms of the proposed end state of the project or enhancement.
• Project manage a sub-project or work stream, when required to do so by the PM or Platform Lead.
• Assist the PM or Platform Lead to generate weekly/monthly or adhoc status reports, using input from project teams for reporting to Project Sponsor.
• Perform root cause analysis with stakeholders, conduct interviews or workshops to further evaluate and identify solutions to meet business requirements.

• Analysis and attention to detail
• Conceptual/Big picture thinking
• Problem solving
• Customer Service Orientation. Stakeholder Management
• Influencing & impact (incl. negotiation)
• Knowledge sharing
• Process and technological competence
• Drive for results
• Verbal and written communication
• Learning agility
• Time management skills
• Incident Management
• Excellent written and verbal communication skills
• SQL Skills
• Understanding of enterprise architectural principles
• Familiarity with both business and technical architecture
• Understanding of API technologies
• Highly competent at understanding information flow, mapping and transformation

• Familiarity with vendor management
• Knowledge of integration architecture
• Understanding of the Global Markets Products and Business environment.
• Strong understanding of the Agile methodology and principles

• A Bachelor’s degree in Technology, Science or Engineering or related discipline is required
• Previous Global Market’s product experience is essential

29/01/26