Application Support Specialist - Trade

SUMMARY OF ROLE:

The Application Support Specialist – Trade Finance is responsible for providing functional and technical support for Trade Finance applications within the bank. This includes the back office application and the customer portal. The role ensures stable system operations, timely resolution of incidents, support for business users, and coordination with vendors for issue resolution, enhancements, and regulatory changes. The specialist will support modules related to Letters of Credit, Guarantees, Bills, Collections, and Trade Finance interfaces with Core Banking and Payment systems.

KEY RESPONSIBILITIES:

Responsibilities

1.          Application Support:

•                     Provide day-to-day support for Trade Finance application systems.

•                     Monitor application performance and ensure system availability.

•                     Troubleshoot production issues and provide timely resolution.

•                     Coordinate with infrastructure, database, and vendor teams for issue resolution.

•                     Support EOD / BOD / batch processing related to Trade Finance.

2.          Functional Support – Trade Finance

•                     Support Trade Finance modules including:

·                Letters of Credit (LC)

·                Bank Guarantees

·                Bills & Collections

·                Import / Export Finance

·                Trade Loans

•                     Analyze user issues and provide functional solutions.

•                     Support parameter changes, product setup, and configuration.

3.          Incident / Problem Management

•                     Handle incidents as per SLA.

•                     Perform root cause analysis for recurring issues.

•                     Maintain incident logs and support documentation.

•                     Support audit, compliance, and regulatory requests.

4.          Change & Release Management

•                     Support system upgrades, patches, and releases.

•                     Test Trade Finance functionality during system changes.

•                     Coordinate UAT with business users.

•                     Prepare release notes and deployment support.

5.          User Support & Training

•                     Provide support to Trade Finance operations team.

•                     Assist users during new product setup / system changes.

•                     Prepare and supports in user guides and SOP documents.

6.          Integration Support

•                     Support interfaces between:

·                Core Banking system

·                SWIFT / Payment systems

·                Treasury / GL / Accounting

·                Channels / Corporate Banking

•                     Monitor file transfers, queues, and message processing.

7.          Vendor Coordination

•                     Coordinate with application vendors for bug fixes and enhancements.

•                     Track open issues and follow up for resolution.

•                     Validate vendor patches before production deployment.