[Hiring] Application Support Analyst @Libertex Group

Role Description

We are looking for an Application Support Analyst to act as the first line of support for our CRM and Client Portal systems. The role bridges business users, product owners, and external vendors by providing hands-on system knowledge, troubleshooting incidents, and ensuring smooth daily operations.

This position is ideal for someone with forex industry experience (client support, backoffice, or dealing desk) who wants to move into a more technical/system-focused role.

Qualifications

• Degree in Computer Science, Business Management or any other relevant field.
• At least 3 years of experience in a similar role within the Forex industry, or experience in Customer Support, Back Office, Dealing, or a related function.
• Strong understanding of CRM, client portal, and back-office systems and their operational workflows.
• Analytical and detail-oriented, with the ability to investigate and resolve issues across multiple systems.
• Excellent communication skills, able to act as a bridge between business stakeholders and technical or vendor teams.
• Experience with Jira, Service Desk or similar ticketing system is an advantage.
• Basic technical understanding of databases, APIs, configurations is an advantage.

Requirements

• Serve as the first point of contact for system incidents and user issues from internal stakeholders.
• Investigate and resolve L1–L2 issues, including configurations, user roles, data validations, and workflow problems.
• Log and track incidents in Jira and Service Desk; escalating to Product Owners as needed.
• Document fixes, system behaviors, and known issues in Confluence knowledge base.
• Work closely with the QA team to reproduce bugs and prepare cases for escalation.
• Provide feedback to Product Owners on recurring issues or potential enhancements.
• Support new system releases and updates.
• Train internal users (customer support, backoffice, sales) on system features and updates.

Benefits

• 21 working days annual leave
• Udemy Business unlimited membership
• Corporate events and team building activities
• Professional and personal development opportunities in a fast-growing environment